7 out of 10 startups do not have a formal customer service strategy, according to Zendesk’s Startups CX Benchmark study . This figure is alarming, but startups have the advantage of being agile in decision-making, reinforcing the use of technology in their lifestyle a Formal CX Strategy .
Check out the 6 strategies that fast-growing startups are using globally.
1. Give quick answers
Adding a support platform within the first 9 to 10 months after starting your project will make it easier for you to manage and succeed in this task, as it will reduce the first response and resolution times. Consider a platform that, in addition to starting with email support, can be extended to various channels and data sources. Don’t forget to a Formal CX Strategy customize it. If you are in an early stage, let’s say in the first 6 months, your startup’s response capacity should range between 6 and 19 hours and gradually reduce until reaching a desired minimum of 3 hours, maximum 8.
Maintain live communication
Customers are more open to communicating with businesses in the same way they do with their friends and family, so prioritizing live channels like phone, chat, and WhatsApp based on your customers’ preferences will be a priority. The recommendation is to have around 25% of your customer service staff denmark telegram data dedicated to live channels within the first 6 months.
No one wants to repeat the same information over and over again when changing service channels. 72% of startups that have grown the fastest globally have adopted an omnichannel strategy, as there has been a does being generous make you happier? here’s what science says! growing need among customers to receive the same quality and consistency in service across all communication channels, regardless of their communication method. But be careful, if you are considering this approach, our recommendation is that you adopt it within the first 16 months after your launch.
If there’s one thing that defines today’s customers, it’s their ability to solve problems themselves. Not for nothing, 61% of the most successful a Formal CX Strategy startups analyzed by Zendesk were quicker to add self-service services, such as Help Centers or community forums, in their first year. By starting with these services, you’ll answer the most common questions, and low-complexity customer requests can be diverted to self-service or live channels.
Focus on the care team
Boost your customer service team’s efficiency by giving them tools to streamline their work, including popular productivity-boosting apps and integrations like Zendesk Knowledge Capture , JIRA , and Slack . Small, fast-growing teams dy leads optimize their workflows and processes 2.8x faster than companies without these tools. According to our experts, you should add at least 2-3 of these workflow tools per month.
There is no doubt that providing better customer experiences is essential to business success. To achieve this, you need to put consumers at the center of your business,
In our latest Startup Benchmark study, we looked at over 4,400 startups globally and found a clear link between better customer experiences (CX) and faster growth. And while good service alone can’t guarantee success, our experts say that ongoing engagement with your customers will result in a product that truly fits their needs, and therefore, good service that will earn you reputation and loyalty – and of course, more customers.