Envoy helps global industry titans transform CX from an enterprise cost center into a major, global advantage – in a way no one else can. 

This blog shares how Envoy does it.

 

Step #1: Reimagine dwindling resources and surging demands

The load on CX’s shoulders is way heavier even though resources are way, way lighter. 

Customer support tickets grew 16% in 2021¹ and then almost doubled in 2022, growing 30%^². And that growth doesn’t account for all the things that employees inside the enterprise are asking of customer service teams. Those internal requests also ballooned 70% last year (2022)^³.

But while the average CX team has fewer people and budget, their goals are still the same. Maybe higher.

So how can enterprises scale more with far less?

To augment your vision with best-in-class technology, you need a scalable roadmap and growth plan that answers the following questions:

• What metrics really matter?
• Where can CX automation increase performance & reduce spend?
• In those areas, what kind of technology do we need?
• Which CX technology can we optimize?
• What is the criteria for those technology decisions?
• How many agents do we truly need?

The opportunity cost of making the wrong technology decisions is gargantuan, so the answer to #4 matters a LOT.

 

Step #2: Halt cart abandonment and customer churn

It’s never been easier to lose customers than it is today. 

CX programs and systems vex buyers and plague customer service and support professionals, causing seven of 10 eCommerce buyers to abandon their carts, and eight of 10 customers to churn in SaaS and technology.  

The key is setting CX systems up to shine a light on where CX investments are and aren’t needed anymore. (Of course, this is easier said than done. Over 94% of CX leaders distrust their systems to enable good decisions.⁴) But it’s something CX leaders must figure out if they want to keep their buyers and their jobs.

Today, CX means choreographing the customer journey – and augmenting it with strategic tech investments – to solve customer problems effortlessly, with immediacy and human warmth that creates an amazing emotional experience.

When CX leaders choreograph the customer journey in this way, they open their doors to the 93% of buyers who say they will pay more for a great customer experience⁵.

 

Step #3: Know exactly what to do with AI and how to get there 

How do you chart a path for positive change when the future looks so different from the past?

While chatbots and natural languages have been around for awhile, crafting a strategic plan and roadmap that leverages generative AI’s full potential for CX requires seismically different frameworks, skills, systems, and talent in three ways.

1. First, you need to map all tech into one intelligent system, where a proprietary model can deftly manage unique conversations.
2. The next step is to make intelligent systems self-sustaining, so they can unearth new revenue and self-adjust workflows.
   
3. Last is making sure you have empowered humans in the loop. You can train some team members. Other FTEs will need to be hired and brought in. And selected partners will be key to scalable, sustained innovation.

This is an increasingly popular focus area for our clients – because it’s unquestionably a gap. In fact, after surveying 1200 CX executives, IBM concluded that many overestimate their foundation for a robust CX/AI program and unrealistically assume they can train or hire for needed skills⁶.

That’s likely hard to hear. But finding ways to counterbalance such optimism will pay off. Companies that invest in artificial intelligence for CX grow revenue 3-15% more and enjoy ROI of 10-20%⁷.

 

Learn More About Envoy’s Enterprise Offering

Interested in learning more about how Envoy could help you transform CX from an enterprise cost center into a major, global advantage? We’d love to hear from you.

¹ Zendesk

² Trustradius

³ Zendesk

⁴ McKinsey

⁵ HubSpot

⁶ IBM

⁷ McKinsey