Robust Customer Information Key to Positive Customer Experiences

Zendesk customer support teams know how valuable a smooth customer experience is to increased loyalty. In fact, a 2022 Zendesk survey said 61% of customers would leave for a competitor after just one poor customer support interaction. Defending your business against poor interactions means arming your support team with the tools they need to build powerful relationships between your brand and your valued customers. This means giving them powerful contact or lead data from your CRM. Here are 3 ways your support journey can be improved when your team has the data they need using Fanatically Zen:

Eliminate Unnecessary Repetition

Easily one of the most frustrating things a customer encounters is when they need to repeat themselves throughout the course of a support interaction with a company. This means they’re repeating the problem over and over, which solidifies their frustration. Wasting both the time of the customer and your support team, it does nothing to improve the overall experience and actually detracts from the conversation. By providing your support team with comprehensive and up-to-date information from your CRM about each customer, you can help smooth the customer journey so no one has to repeat themselves every time they need assistance. Armed with CRM data, your support team will already know their assigned sales rep or account manager or their location and license key- all displayed conveniently in the Fanatically Zen app within Zendesk.

Curating a Personalized Experience

Building relationships between a customer and multiple support team members (especially when you have large support teams) can be a challenge. Each interaction needs to enhance the relationship so the customer feels they “know” your company even when any agent may respond to their needs. One way to increase the level of personalized support customers receive is to give agents insight to their needs, preferences, and prior interactions. With Fanatically Zen, you can customize the data agents see from your CRM to ensure they have the context they need for a more human touch. If your CRM holds unique data, such as prior opportunities (lost or won), notes on customer preferences, or prior purchases agents can view this data to offer a tailored solution or recommendation without asking additional questions, intruding on their time or prompting them for more information.

Increase Efficiency

The data provided to your customer support team upfront allows them to be more efficient when dealing with daily questions and issues they receive. Relevant data readily available means less time is taken to review issues and fewer steps are needed to resolve concerns. When customers email or call, for example, Zendesk agents can more easily identify customer information rather than exhausting their energies opening and searching Sugar or SuiteCRM data. Having address, interest, or purchase information on-hand smooths the experience for both the customer and the agent.

Providing robust customer information to customer support teams is crucial for businesses. By preventing customers from repeating themselves and providing opportunities for personalized solutions, your team can decrease resolution times and increase customer satisfaction. Fanatically Zen provides a comprehensive solution to provide Zendesk agents the data they need from your CRM - whether it’s SugarCRM or SuiteCRM. To learn more about Fanatically Zen plans, reach out to [e-mail].