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1、State of Manufacturing CX 2023The manufacturing industry is under enormous pressure to change.As the pandemic fades in our rear-view mirror,manufacturing companies are looking ahead to advances in digital technology to modernize their operations.Meanwhile,the economic climate is still uncertain,with
2、 inflationary pressures driving up the cost of goods and logistics.The digital transformation of the global industry is well underway,and companies are looking for ways to cut costs while maintaining quality.With tight competition and shortages in parts and labor,theres a golden opportunity to stand
3、 out with great service.Our research reveals that manufacturing leaders are right to be optimistic CX is a key driver on the road to growth in uncertain times.Its no longer enough to produce great products,because customers have infinite choices.Companies that invest in customer relationships are th
4、e ones that will thrive.In this guide,youll get actionable CX insights built for manufacturers in todays ultra-competitive environment.State of Manufacturing CX 202331Unlock the powerof intelligent CXDigital transformation has opened up an entire world of possibilities for manufacturing.Customers in
5、 previously unreachable places,access to new sources of data,and advancements in artificial intelligence(AI)are ushering in a new era of opportunity.As manufacturers expand into selling direct-to-consumer,there is heightened demand for more conversational service.Over the past few years,AI has impro
6、ved tremendously from the early days of automated responses to todays seamless conversational capabilities.This empowers companies to create hyper-personalized customer experiences at scale by answering questions in the moment,fueling efficient workflows,and mining data to improve every interaction.
7、However,the true potential of AI has yet to be realized.Our research found that 55%of manufacturing leaders worry their company is lagging behind in AI and chatbots,and 59%are concerned their approach has been ad hoc rather than strategic.On the upside,nearly two thirds are prioritizing the expansio
8、n of AI in 2023.This means its no longer enough to simply make great products manufacturers need Use artificial intelligence to create better customer experiencesState of Manufacturing CX 20233to focus on service to compete.Todays customers demand the same frictionless,omnichannel experiences they g
9、et from companies they do business with in their personal life.of manufacturing leaders expect increased AI spending in 202374%73%71%69%are making access to data for AI-powered personalized service a priority this yearagree that CX is a key reason customers purchase their productsare working to alig
10、n AI/bot appearances and behavior with brand valueConrad Electronic had to close stores and decentralize work during the pandemic.At the same time,the company was seeing an influx of new customers.School administrators were scrambling to set up virtual learning environments for K-12 students and nee
11、ded immediate technical solutions.Through this challenging time,Conrad delivered customer care without extended wait times or a decline in quality.Zendesk bots were already handling most questions that had predefined answers.For the more complex queries,Conrad offered video calls,and new digital cha
12、nnels like WhatsApp were deployed for B2B customers.Customer Story:Conrad ElectronicState of Manufacturing CX 2023435KMonthly self-service interactions+30%Improvement in first response time160KMonthly tickets“Zendesk has given us a complete,one-stop solution that provides a 360-degree view of all ou
13、r customers.It also allows us to interact with one another across departments,for example between Sales and Support.You cant get much more transparent than that.”Sven Wachtel,Senior Director Customer Care DACH at Conrad ElectronicAfter switching to Zendesk:2Connect your CX to the value chain with AI
14、Theres no question that AI is helping manufacturers deliver more seamless,convenient experiences,and they will increasingly differentiate their CX with AI.When manufacturers deploy smart tools for diagnostics and self-service software,customers can often resolve issues on their own.The expansion of
15、IoT to embed connectivity in more devices along the value chain is showing promise many teams are seeing a decline in the number of in-person repair visits.When AI is introduced into the ecosystem,customers can get help when they need it,on their own terms.AI and automation also help reduce manual w
16、ork for warranty claims and order processing.A simple form submission can connect all the necessary customer information up front,including uploaded photos and customer details,to kick off the back end process automatically.This efficiency is critical to manufacturers who want to scale up their busi
17、ness without adding excessive cost and complexity.State of Manufacturing CX 20235of manufacturing leaders agree their AI use has evolved past simple deflectionuse AI to make product and content recommendations to customersdeploy AI-powered bots to provide 24/7 customer supportcurrently use AI for or
18、der management,including returns or exchanges65%52%49%47%Impossible Foods is a manufacturer best known for its Impossible Burger.The company used AI-powered bots to quickly scale support when a new partnership with Burger King introduced the Impossible Whopper and brought in a landslide of new custo
19、mer communications.After the Burger King launch,Impossible Foods focused heavily on ticket deflection initiatives and introduced Zendesk bots.The results?50 percent of ticket volume was deflected through the help center,ticket forms,and bots.Customer Story:Impossible FoodsState of Manufacturing CX 2
20、0236“Our base support volume basically was halved because a lot of the noise was just making sure consumers had the right information about our product.Those are the types of questions the Zendesk tools are able to help address and really give our team a lot of time back.”Gabrielle McCobin,Senior Ma
21、nager of Customer Advocacy at Impossible Foods17,000Restaurants served50%Tickets deflected with botsCSAT94%After switching to Zendesk:3Boost profitability with deeper customer relationshipsCustomers want to be treated like people,not tickets.This holds just as true in the manufacturing sector as it
22、does in luxury retail,and many companies are making the leap.Manufacturers are sitting on mountainsof data many say its more than they knowwhat to do with.And often,that data existsin disconnected silos,so support teams dont have access to crucial insights.Bringing together these disparate systems c
23、an create better experiences across the board.State of Manufacturing CX 20237manufacturing leaders are seeing above average or high ROI personalization investmentsagree that personalization increases customer retentionagree that customers expect experiences to be unified across channelsSix out of 10
24、80%77%Our research shows that most manufacturing leaders agree that the optimal customer experience lets them move seamlessly across channels,between physical and digital places.This exciting shift in thinking is fundamentally changing the way manufacturers build their business,both on the productio
25、n line and in the contact center.Polaris has been evolving its relationships with its consumer customers since 1954.With the launch of its subsidiary,Polaris Adventures,in 2017,the$8 billion public manufacturer ushered in a new era of approachability to the powersports world.With business doubling o
26、n a yearly basis,Polaris Adventures partnered with Zendesk to scale up their customer support and sales solutions.Customer Story:PolarisState of Manufacturing CX 20236Sven Wachtel,Senior Director Customer Care DACH at Conrad Electronic30 minutesAverage first-reply time86%One-touch tickets10 hoursAve
27、rage resolution time“A unified customer view means richer customer conversations with deeper communications.”After switching to Zendesk:How Zendesk can helpData silos and costly enterprise software prevent many manufacturers from implementing CX personalization.Brands can connect all their existing
28、data sources through Zendesks open,flexible platform.Zendesk lets you connect and understand all your datawherever it may liveand use it across your business,giving you a central place to create a single view of the customer.A single ticket interface gives your agents a full view of the customer,eli
29、minating the time-wasting need for multiple apps and screen-toggling.This empowers your team with a single source of truth for relevant and real-time data,including their past interactions,order history,and troubleshooting steps already taken before reaching out for assistance.That helps agents reco
30、mmend solutions the customer hasnt already tried,and get to the right answer faster a better experience for everyone.State of Manufacturing CX 20239Break down data silosUnified agent workspaceLeverage AI to work alongside your teamUse machine learning to help answer your customers questions.When an
31、agent is required,the AIpowered bot collects relevant customer information up front and intelligently routes to the appropriately skilled agent with all the context they need to jump MethodologyWe surveyed more than 1000 global manufacturing leaders,agents,and technology buyers from 20 countries and
32、 organizations ranging from small businesses to enterprises during July and August 2022.Results from the survey were weighted to remove bias from the survey sample.in and resolve issues quickly.Our conversational data orchestration enables deeper personalization by powerfully integrating systems and
33、 tailoring experiences via automation.Countries surveyed include:Australia,Belgium,Brazil,Canada,Denmark,Finland,France,Germany,India,Italy,Japan,Mexico,the Netherlands,Norway,Singapore,South Korea,Spain,Sweden,the United Kingdom,and the United States.Supercharge your CXZendesk helps manufacturers t
34、hat want a modern service solution with complete visibility into customer profiles and engagements,easy collaboration across departments,and the ability to monitor and meet service SLAs.Our CX solution is easy to get up and running quickly.Unlike other support solutions,Zendesk can be deployed in a matter of weeks,with integrations built into front and back-office systems.Our out-of-the-box solution doesnt require a team of developers to get up and running.Your agents can be trained in just one day,so you can maximize cash flow and focus on your customers.Learn about Zendesk for Manufacturing