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1、Hero Experience Report 2023Empowering the ModernCustomer Service TeamIn todays fast-paced world,customer service teams are finding it more and more difficult to keep up with the unrelenting demand for instant results.In 2022,Gladly the only customer service platform built around people,not tickets t

2、eamed up with Stitch Marketing Research to survey 1,500 US consumers.The result was our and the findings were eye-opening.One of the most urgent takeaways to come from last years report is that 42%of customers said they would stop buying from a brand altogether after just two bad service experiences

3、.On the other hand,72%of shoppers are willing to pay more for a brand that offers an exceptional customer experience.Talk about high stakes.Customer Expectations Report,As if that isnt enough,pressing changes in the customer service industry are affecting the way many businesses behave and invest in

4、 customer experience.Digital upheavalFaster online shopping,automation,and the rise of ChatGPT have made customers feel like light-speed answers should be the standard,putting enormous stress on already overworked agents.Accelerating competitionEcommerce brands continue to pop up every day.Meanwhile

5、,established retail brands continue to push out small to midsize businesses for similar products they can afford to sell at cheaper rates.Rising expectations of workersIn trying to cope with all these changes,C-suite and executive leaders are implementing many complex solutions and technology at onc

6、e often without filling common employee skills gaps properly.02Hero Experience Report Empowering the Modern Customer Service TeamThe Current LandscapeCustomer service is a ground-up operation.If the roots of an organization arent well nurtured,a successful support center and company as a whole cant

7、flourish.In the face of external pressures and industry-wide challenges,its essential to remember that your service agents are at the front lines of your brand,facing and managing the unhappy customers whose expectations may not have been met.These agents,who are doubling as ambassadors of your bran

8、d,need the means to truly thrive in the workplace for any other aspect of your customer experience to thrive.At Gladly,we recognize the impact customer service teams have on the success of a business.Thats why we spearheaded this report.03The Big IdeaHero Experience Report Empowering the Modern Cust

9、omer Service TeamThe Research04Our mission is to amplify the voice of the customer service agent,and by doing so,help create happier,more efficient,and empowered customer service teams.To achieve this,we teamed up with Stitch Marketing Research to create the Hero Experience Report 2023.With this rep

10、ort and the experiences we share,we hope to equip customer service teams and leaders with the insights needed to transform agents into heroes,becoming true brand ambassadors.We conducted a survey across 350 customer service agents in the US(60%)and internationally(40%)to represent service teams both

11、 domestically and abroad in top customer support hubs.All respondents are currently full-time at US-headquartered B2C companies from mid-market(100-500 employees with$10M-$1B in AR)to enterprise(500+employees and$1B AR).Hero Experience Report Empowering the Modern Customer Service Team05WHY HERO?At

12、Gladly,we believe that any customer service agent can be a customer service hero,but thats often not the status quo.Being a customer service hero means01You treat your customers like a friend,empathize with them,and get to the bottom of their issue so they forget there was ever a problem to be solve

13、d.02You show up to work feeling motivated,supported,and empowered,and carry this through in your conversations with customers and your team.03You go above and beyond whats expected by knowing the customers name,preferences,history with your brand,and pain points before they even ask.04You and your c

14、ustomers hang up feeling seen and accomplished,not frustrated.Hero Experience Report Empowering the Modern Customer Service TeamThe math is simple understanding customer service agents motivations can lead to higher employee retention rates and increased engagement and productivity.If we look at the

15、 geographical breakdown of top motivators,we see differences in ranking order,but the key motivators connection,growth,and job security stay the same,instilling the idea that customer service is not just a job,but a trade with dedicated and loyal employees.Motivations07Motivations for working in the

16、 industry vary somewhat between domestic and international agentsINTERNATIONALUSA01 Engaging with people and conversing with them is more enjoyable to me01 Engaging with people and conversing with them is more enjoyable to me45%48%02 Assisting customers in resolving service issues37%02 Opportunities

17、 for professional growth52%03 Employment opportunities in the field are consistently available,providing job security03 Employment opportunities in the field are consistently available,providing job security34%53%0%100%50%0%100%50%Hero Experience Report Empowering the Modern Customer Service TeamEng

18、agementUnlike Gladly,legacy customer support systems have built a business around closing tickets and treating people as cases but customer service agents motivation is contradictory to this flow.An average of 47%of all respondents ranked engaging and conversing with customers as a top motivator yet

19、 theyre being forced to work in systems that treat customers as cases to resolve rather than people to help and build connections with.The sentiment is similar on the customer side.In the,we discovered that 73%of consumers want to be treated like a person,not a case number,further emphasizing the id

20、ea that both sides want to engage as people,not tickets.With the rise of automation and AI in customer service,busy work like call notes and follow-up emails will decrease.This will allow agents to focus their time on conversations,building genuine connections,and helping customers.In the US,the sec

21、ond most significant motivator is the satisfaction derived from resolving service issues(37%),further proving this underlying theme of engagement.2022 Customer Expectations Report08An average of 47%of all respondents ranked engaging and conversing with customers as a top motivator.Hero Experience Re

22、port Empowering the Modern Customer Service TeamGrowthNot only are agents people that thrive on connection,but they are experts in their fields.The stigma that agents arent educated enough to achieve higher employment levels or are restricted to entry-level roles is a false narrative.More than 50%of

23、 our respondents have a four-year degree or higher,and 61%of agents have been in the industry for six years or more.For these professionals,service isnt just a job;its their trade.09of our respondents have a four-year degree or higher.50%of agents have been in the industry for six years or more.61%H

24、ero Experience Report Empowering the Modern Customer Service TeamGrowthLongevity is the name of the game,with 89%of survey respondents planning to stay in their field.This is an encouraging number,especially when considering the total organizational costs of employee turnover is estimated by Harvard

25、 Business Review researcher Keith Ferrazi to be It pays to have more open conversations between management and agents around growth and career longevity.between 100%300%of exiting employees salaries.1089%of survey respondents planning to stay in their fieldHero Experience Report Empowering the Moder

26、n Customer Service TeamJob SecurityDuring times of uncertainty,having job security can be a major relief.As we saw earlier,job security consistently appeared in the top three motivators globally,with 53%of international professionals selecting it as their top motivator,compared to 34%in the US.This

27、is especially fascinating to examine among international audiences.For many of these individuals,working in customer service isnt just a reliable,consistent job.It also offers growth opportunities,with 52%of international respondents ranking the opportunity for growth as their second most important

28、motivator.Customer service jobs are essential to all commerce businesses,and as long as there are customers,agents will need to serve them.And while will shift the mix of conversations from human to automated,they will also free agents from menial tasks,making them more efficient and allowing them t

29、o solve more complex issues that require a human touch.Reassuring agents that their roles are vital to customer centricity goes a long way.new technologies like ChatGPT11Perceived job security globally53%INTERNATIONALUS34%Hero Experience Report Empowering the Modern Customer Service TeamAs many indu

30、stries have adapted to the new future of work post-COVID,customer service agents are still finding their groove.In-office teams thrive on competition and formality,while remote teams relish their autonomy and flexibility.Hybrid teams must navigate a blend of confidence and confusion,raising doubts a

31、bout the viability of this work model altogether.This begs the question:which work environment truly serves the needs of both organizations and employees?Here are some best practices to consider for each scenario.ChallengesRemote work,celebrated for its flexibility and freedom,can present challenges

32、 like feelings of isolation among employees.44%of survey respondents noted that feeling disconnected from managers and peers in remote work environments was their top challenge.However,these insights dont mean remote work isnt a valuable tool for a functioning workforce.Our research concluded that t

33、he environment requires a deliberate approach to fostering intentional communication and camaraderie.This approach ensures that companies remain agile and thrive in todays dynamic market,harnessing the power of remote work while mitigating its drawbacks.Remote1344%of survey respondents noted that fe

34、eling disconnected from managers and peers in remote work environments was their top challenge.Hero Experience Report Empowering the Modern Customer Service TeamThe RemoteSolutionWhile only a small proportion of customer service agents spend their work time remotely 26%of agents in the US,17%in Indi

35、a,and 26%in the Philippines its still critical to understand how to best support these teams.Due to their remote work setting,agents may not always have the chance for one-on-one interaction with their peersTo address this,you should facilitate the creation of communities and events that remote agen

36、ts can join.Offering mentorship opportunities can also further support the growth of remote agents,regardless of their physical location.14Respondents who work remotelyof respondents in the USof respondents in the Philippines26%26%Check out these 12 must-haves for your remote customer service team.F

37、rom communication tools to productivity trackers,this checklist covers all the bases to ensure your team is well-equipped to provide exceptional customer service no matter where theyre working from.Pro Tipof respondents in India17%Hero Experience Report Empowering the Modern Customer Service TeamHyb

38、rid work has become increasingly popular due to its flexibility and potential cost savings.However,this approach has its challenges.Our data found that 63%of employees in a hybrid environment experienced unnecessary difficulties.One significant drawback of hybrid work is the potential for lack of co

39、nsistency,which can adversely impact customers experiences and stunt agent growth.Hybrid15of employees in a hybrid environment experienced unnecessary difficulties.63%Hero Experience Report Empowering the Modern Customer Service TeamThe HybridSolutionTo make hybrid work easier for employees,you can

40、take several steps to ensure all team members feel connected and supported.This means making it easy for folks to connect with their manager,whether working in the office or from home.Ongoing training and development are also essential to keep everyone up-to-date with the latest industry trends and

41、automation tools like ChatGPT that can help increase productivity and help them do their jobs better.16For this specific group of employees,sticking to either solely remote or in-office work could be preferable,especially considering the disadvantages and challenges a hybrid work situation poses.It

42、could be impractical for agents to work from home three days a week and from the call center for the remaining two days to handle customer interactions constantly switching between working from home and the call center could lead to confusion and inconsistencies in service.If resources are available

43、 to support fully remote or fully in-person work,its worth considering the shift for happier,more engaged,and more efficient employees.Pro TipHero Experience Report Empowering the Modern Customer Service TeamDespite the rise of remote work and the prevalence of hybrid models,in-office work is still

44、a significant part of the customer service industry.Of those surveyed in the US,60%work in-office,while 49%of respondents in India and 44%of respondents in the Philippines work in-office.As three of the top global support center hubs,this isnt an entirely surprising trend.Many customer service teams

45、 operate out of centralized call centers or office locations,where agents can work side-by-side and collaborate in real time.Even with in-office work benefits like collaboration and structure,its essential to consider the potential drawbacks when deciding on this work arrangement,such as the inconve

46、nience of commuting to work and the struggle to maintain a work/life balance.In-Office17Respondents who work in officeof respondents in the USof respondents in the Philippines60%44%of respondents in India49%Hero Experience Report Empowering the Modern Customer Service TeamThe In-Office SolutionEnsur

47、ing work/life balance is crucial,especially for office workers.Help employees unwind and manage stress by encouraging them to take regular daily breaks.Wellness programs,mental health resources,and other support services are also essential in helping employees cope with the demands of both their per

48、sonal and professional lives.18Working in an office environment can contribute to higher levels of burnout in customer service agents due to commuting time and lack of flexibility.To combat this,managers must prioritize employee well-being and implement strategies to prevent burnout.Pro TipHero Expe

49、rience Report Empowering the Modern Customer Service TeamThe structure of a workplace can often be a source of conflict within companies,particularly in customer service roles.Our data found that 17%of respondents felt that the overall hierarchical environment within their company created a divide b

50、etween executives and frontline service agents.This division can lead to misunderstandings,communication breakdowns,and a lack of cohesion in the team,all of which can have a negative impact on customer service quality and overall business performance.Management Structures1917%of respondents felt th

51、at the overall hierarchical environment within their company created a divide between executives and frontline service agents.Hero Experience Report Empowering the Modern Customer Service TeamManagement Structures SolutionPromote a collaborative work environment by fostering open communication chann

52、els and encouraging team members to share their ideas and opinions.Creating a safe and supportive atmosphere where everyones input is valued can help team members feel more comfortable contributing to group discussions and projects.Additionally,you can facilitate team-building activities and encoura

53、ge collaboration through group projects or partnerships.Providing opportunities for cross-functional training or job shadowing can also help team members better understand each others roles and work together more effectively.20Customer service teams shouldnt live in a silo;they communicate with cust

54、omers regularly and have a goldmine of valuable insights to enhance the customer experience.For example,customers may recommend excellent ideas for new potential features to agents,which could be extremely helpful for the product team.Or the marketing team could leverage agent insights into customer

55、 pain points for content topics.The possibilities are endless.Check out these other ways to use service data to improve the customer experience.Pro TipHero Experience Report Empowering the Modern Customer Service TeamOpportunitiesDespite external pressures and the internal challenges they face today

56、,our data would suggest that customer service agents are still up to the task.Through clear career tracks,developmental support,and ongoing educational opportunities around AI and automation tools,customer service teams can stay motivated and better focus their efforts on customer-centric objectives

57、.Professional DevelopmentThe misconception that customer service jobs are low-skilled and easily replaceable has contributed to high turnover rates and stagnant job growth,as organizations have failed to invest in career development opportunities for their employees.However,as customer service becom

58、es an increasingly critical component of business success,organizations are recognizing the importance of investing in their employees growth and development to achieve long-term success.Professional development also needs to adapt to the ebb and flow of the industry so that agents dont get left beh

59、ind.A poignant example,teaching agents how to wield ChatGPT to become more productive and customer-centric will become a critical learning opportunity.By creating a workplace culture that values growth and development,organizations can attract skilled customer service employees and brand ambassadors

60、 who are committed to delivering superior work and increasing customer satisfaction.22Hero Experience Report Empowering the Modern Customer Service TeamOnboarding and Ongoing TrainingInvesting in onboarding and ongoing training opportunities is key to keeping your customer service agents happy and m

61、otivated.When employees feel valued and supported,they are more likely to stick around and do their best work,ultimately leading to happier customers.Research data shows that over half of the respondents(57%)believe that onboarding training is crucial to hit the ground running.After that,62%of custo

62、mer service agents want ongoing training opportunities to help them grow and stay on top of the latest industry trends.Special training programs,mentorship opportunities,and engaging leadership workshops can keep your team sharp and prepared to handle any situation,including the emergence of AI.23Th

63、ese handy resources can help you provide new areas of training and expand agent education as agents grow within your organization.to expose agents to new channels and various service challenges to shape agent communication styles,while giving them the freedom to have more personal conversations as w

64、ell to continually develop major soft and hard skills that agents needTraining exercisesScript templatesOngoing program ideasPro Tipbelieve that onboarding training is crucial.of customer service agents want ongoing training opportunities.57%62%Hero Experience Report Empowering the Modern Customer S

65、ervice TeamCareer GrowthLeaders can increase retention and inspire their employees to do their best by providing clear career growth and development paths.According to data research,two-thirds of customer service agents want to climb the ladder to a management role.However,34%of respondents reported

66、 a need for more clarity on how to get there,making it necessary for managers to step in and guide their team members.2434%of respondents reported a need for more clarity on how to grow into a management role.Hero Experience Report Empowering the Modern Customer Service Team25Knowing your teams goal

67、s and aspirations enables new internal career opportunities that can enhance the business.Dont be afraid as a leader to empower your team to work smarter,not harder.Encourage them to experiment with and leverage tools and technology that will help them learn new skills and not get left behind.For ex

68、ample,investing in automation and AI can reduce overall workload so agents can focus on the 1:1 interactions with customers that matter.It also gives agents a leg up and allows them to develop additional proficiencies better suited for the modern support center.By advocating for their professional d

69、evelopment and fostering transparency with your team about where their support center skills can take them,agents can feel empowered to take ownership of their career and be motivated to excel in the current role.Pro TipHero Experience Report Empowering the Modern Customer Service TeamIts worth repe

70、ating the success of a company largely hinges on the success of its customer support center and the satisfaction of its agents.By investing in their well-being and equipping them with the training and tools they need to excel in their roles,youre simultaneously investing in every other aspect of you

71、r customer experience.Whats Next?Building the Modern Customer Service TeamMore often than not,support centers tend to settle for being satisfactory but thats just not enough.Every year,businesses lose a staggering$75 billion in revenue from customers who switch to another brand due to inadequate cus

72、tomer service.Theres a clear opportunity to address the need for more exceptional,personalized customer experiences and it begins in the support center.So whats stopping them?Your employees want to to provide outstanding service they want to be brand ambassadors who create positive,helpful experienc

73、es that surprise and delight customers.But they may not be equipped with the right tools or resources to tap into their full potential.By investing in new technologies across automation and AI,brands help consumers help themselves and give agents the superpowers they need to be on the bleeding edge

74、of the industry.Turning agents into modern customer support heroes.Knowing your support agents challenges and motivators allows you to build the modern customer service team that drives customer loyalty and business value,setting the company up for any unforeseen obstacles.27Hero Experience Report E

75、mpowering the Modern Customer Service TeamJoin the gladly communityTo learn from other professionals,share best practices,and discuss the next steps following this report,join the Gladly Connect Community of CX leaders and enthusiasts.Join the Gladly Connect CommunityOur report aims to help you tran

76、sform your support center into a place where your customer service agents become customer service heroes and can truly shine.The results wont just be happier employee reviews youll find yourself with more satisfied,long-term customers and a richer bottom line to boot.Gladly is a customer service pla

77、tform that empowers companies to deliver a radically personal customer experience.Unlike the legacy approach to customer service software which is designed around a ticket or case to enable workflows,Gladly helps agents work like heroes by helping them communicate with customers through one channel-independent,lifelong conversation.Because of this,Gladly is the number-one easiest-to-use customer service platform.