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