What is an effortless experience?

Effortless experience is a customer service framework that is designed to simplify your customer journey, without overburdening your team or breaking the banks. As a fast-growing business, you need to adapt to evolving customer needs and adopt new technological advancements to support your customers.

How do you create an effortless experience?

You can create an effortless experience by eliminating business silos and enabling your agents to build and deliver a unified customer experience across various touchpoints in a customer journey.

Why is an effortless experience important?

An effortless customer journey helps you build a pool of satisfied customers who will turn into loyal advocates for your brand. Creating an effortless experience strategy is the first step to scaling your business in a world where customers expect personalized offerings. By adopting an effortless experience strategy, you can deliver delight to your employees and customers and grow your business. 

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What are the benefits of an effortless experience?

When you design effortless customer service experiences, you can delight your customers, make life easier for your agents, and set your business up for long-term success. Here's how: 

A. How effortless experience helps your customers

 

Low-effort, high-quality experience:

Approximately 55% of customers expect companies to know more about them, get contact details right (37%), and understand their brand relationship history (25%) while engaging with them. 80% of customers want quicker responses from companies, and 22% find call center wait times too long.

Start by identifying customer problems and map out a detailed customer journey to deliver a seamless customer service experience. You may even monitor the impact of smaller positive experiences on your customer effort score. Learn more.

 

Personalized customer journeys: 

Customer delight is all about adding that element of surprise, exceeding customer expectations, and ensuring customer success. An effortless customer experience is guaranteed when you go above and beyond to deliver an experience that truly wows your customers.

66% of US consumers said that customer service was important to them when choosing a brand.[1] Creating an effortless experience not only differentiates your brand but also creates stronger connections with your customers. Learn more.

 

Customer service 24x7:

Customer service interactions are the key to an effortless experience. With the American drinkware manufacturer, Tervis’s product expansion and customer growth, the company was struggling to keep up with the evolving demands of customer support and engagement. Freshdesk’s agility, intuitive user interface, and robust APIs helped Tervis to improve customer service and elevate the customer experience.

With a support team that expands during peak shopping seasons, Freshdesk proved to be a scalable, sustainable, and cost-effective system that empowered Tervis to deliver an effortless experience. Learn more.

B. How effortless experience helps your employees

 

Support agent productivity: 

In order to delight customers and agents alike, customer service agents can focus on delivering a low-effort experience no matter how challenging a scenario. You can make use of real-time dashboards to monitor agent productivity, optimize workload and improve service efficiency.

By analyzing your customer service metrics, you can ensure that every incoming ticket gets automatically categorized, prioritized, and even assigned to the right agent or group. Learn more.

 

Enhance team collaboration: 

Unhappy agents result in unproductive agents, and unproductive agents will leave your customers unhappy. When you empower your employees with effortless experience for themselves, they are able to connect with the right people with the right skills.


This also allows them to share ownership of their tasks, club similar issues to resolve customer queries easily and quickly, and help each other balance the workload. Learn more.

 

Increase agent motivation:

Keeping support agents motivated directly impacts your customer satisfaction score. By opting for effortless experience, you constantly reward high performing agents, use a helpdesk that makes their work easier using in-built automation capabilities, real-time dashboards and support gamification.

Creating an effortless experience for your employees helps them overcome customer service challenges and encourages them to deliver high quality support. Learn more.

C. How effortless experience helps your business

 

Reduce resolution time: 

According to Gartner, 45% of the people who had something positive to say about a company told fewer than three other people but 48% of people who had a negative experience told more than ten people. Hence, we recommend you move beyond first contact resolution (FCR) by deploying an omnichannel help desk and enabling self-service options to reduce the times a customer needs to interact with your service reps. Learn more.

 

Build a loyal customer base:

Approximately 96% of the customers who had high-effort experiences reported being disloyal, compared to only 9% of customers with low-effort experience.[2] An effortless experience strategy helps you ensure consistency in support and service recovery, encourages service reps to be proactive, and enables omnichannel customer support. This would in turn improve your customer lifetime value as a result of repeat purchases, increased share of wallet and customer advocacy. Learn more.

 

Unify customer experience: 

To create an effortless experience, you need to start understanding your audience behavior across channels. This way you can identify and eliminate potential roadblocks in the customer journey. An effortless experience calls for  a unified customer interface, no matter where your customers start or resume their interaction. For this you need to integrate the channels and create a seamless customer journey. Learn more.

Now that we have taken into consideration the various benefits of having an effortless experience strategy, you need to deploy an omnichannel customer support software to start delivering effortless experiences. 

We’ve compiled an easy-to-follow guide for you to make the most of your software.

How to use an Omnichannel Customer Support Software to provide effortless experiences

Have a single view of all customer interactions

An omnichannel customer support software comes with a real-time dashboard, which gives you a birds-eye view of your customer interactions across channels. By unifying all   channels of communication, agents will never have switch tabs to cover all their bases.

Your service reps can even get the historical context of a customer problem and tackle issues the first time around. Learn more.

Offer high-speed customer service

Nearly 60% of customers who engaged with a service rep had already visited a company's website before contacting customer support and 35.5% were on the company’s website while talking to a representative.

The moment a customer interacts with you via their preferred channel of communication, they should be met with proactive agents, who can anticipate their needs  in advance, and improve the end-user experience. Learn more.

Get proactive with customer messaging

An omnichannel help desk software will be equipped with a built-in AI functionality that is smart enough to guide customers through a series of helpful steps, and it can also detect frustrated customers, prioritize queries based on urgency and assign the right agent to solve customer problems.

You can even use an omnichannel customer support software like Freshdesk to resolve implicit customer issues before the customer reaches out to you. With a no-code bot builder, you can provide instant solutions and improve your customer satisfaction scores. Learn more.

Create sticky channels of communication 

Research shows that there’s a disparity in the way customers and companies approach resolutions. For instance, companies reported to have solved 76% of service interactions in the first go but when the customers were asked, only 40% agreed.

In order to mitigate this issue, customer service reps can use real-time dashboards to solve customer issues via low-effort channels, in turn making them sticky. They can further de-escalate issues by proactively engaging with customers using these preferred communication channels. Learn more.

Stay effortless with Freshdesk Omnichannel

Freshdesk Support Desk
  • Respond to customer requests across multiple channels from a single place
  • Save time and reduce effort with AI powered automations
  • Monitor customer service metrics using real-time analytics
  • Empower agents to collaborate across teams to respond to queries effectively

 Learn more

Freshchat
  • Support and guide customers across in-app chat, website chat, WhatsApp, Facebook Messenger, iMessage and more
  • Move beyond traditional live-chat to conversational messaging
  • Use chatbots to deliver proactive customer service

Learn more

Freshcaller
  • Adopt a low-fuss, high-delight voice platform that’s right-sized for your business
  • Enable a remote-ready workforce
  • Use personalized voice interactions through high-quality voice service
  • Create an all-in-one contact center solution

Learn more

How does Freshdesk Omnichannel guarantee an effortless experience?

Natively Omnichannel

Built from the ground up to solve the unique challenges of supporting multiple channels.

Intuitive User Interface

Built for next-gen agents, boosts agent collaboration and omnichannel productivity.

Intelligent Automation

Customer and agent facing automations across channels, augmented by superior AI.

Scalable for business

Freshworks NEO platform provides enterprise-grade integration, security, scalability, and customization.

Cost Effective Solution

Faster time-to-value, better cost performance, increased efficiency deliver greater ROI.