Global CRM provider Zendesk has stated in its annual flagship report that “customer expectations are at an all-time high and loyalty is fleeting.”
Zendesk provides customer experience software to industry brands such as Big Fish Games, GameSys, Mr Green, LeoVegas, White Hat Gaming and more.
At a time where brand allegiance is transient across land-based and online brands, the research provides insights into how companies from start-ups to successful pioneers can drive service and ensure customer reliability.
Elisabeth Zornes, chief customer officer at Zendesk, said: “While customer expectations continue to rise, the Zendesk Customer Experience Trends Report 2020 shows that companies aren’t living up to these expectations.
“For example, according to the report, many of the channels people want for fast, efficient resolution aren’t being offered. In fact, only a third of companies offer self-service options like knowledge base help centres and less than a third offer chat, social messaging, in-app messaging, bots or communities.”
The issue of tech-based service solutions isn’t restricted to igaming as the report also highlights the increasing market saturation in land-based and hospitality too.
“Businesses are facing competition from companies that are providing purpose-driven solutions in service of the customer, raising the stakes for everyone.
“Well-established and iconic brands like the Four Seasons remain one step ahead because they invest in new technologies in continued pursuit of an easy and excellent customer experience.
“This presents a challenging landscape and for companies that are struggling to navigate, the report identifies what businesses of all sizes, in every industry, can do to provide excellent customer service and create loyal customers, starting with the initial sales process.”