In the age of digital transformation, businesses are striving to outdo one another based on their customer experience (CX). It goes without saying that customer experience (CX) is becoming increasingly important for companies.
And with the growing number of brands, the level of competition is getting even stiffer. Gartner confirms that customer service is the new battlefield for businesses, and 89% of businesses will compete primarily on CX.
But what does this mean for businesses? How do they go about optimizing their CX?
One potential solution is to look at how the gaming platform Discord is revolutionizing customer service. Discord offers a fast, simple way for gamers to connect, which has led to its impressive growth.
This article will explore the demand for a flawless CX and how Discord can prove to be a viable alternative for companies that want to improve their customer experience.
What Is The Current State of CX?
When it comes to the field of customer experience (CX), technology is evolving rapidly. So is the customer mindset. Customers are constantly looking for their next favorite brand, and they’re not afraid to change their allegiance or shop elsewhere if they don’t get what they want.
According to a Bain & Company study, 80% of companies believe they deliver a “superior experience” to their customers, but only 8% of customers actually agree. The reality is that customer expectations are on the rise, and companies must rise with them in order to stay competitive and relevant.
In addition, according to a survey conducted by Accenture, nearly three-quarters of consumers are now more likely to change brands if they have a poor experience with the technology used during their interactions. The role of mobile is one of the main reasons behind this change. Today, more than half of all e-commerce transactions take place on mobile devices, and this figure is expected to rise.
This advent of multichannel and omnichannel strategies also means that customers expect to be able to interact with your brand across multiple screens and touchpoints.
Also, research suggests that customer experience will overtake price and product as the key brand differentiator. In fact, 86% of buyers will pay more for a better customer experience.
So how do companies cope with this? How do we actually improve our CX? One of the growing trends across different industries is the use of chat forums like Discord.
Why Do Companies Demand A Flawless CX?
According to Zendesk, about 97% of customers say poor customer service changes their buying behavior, while 87% say good customer service changes their purchasing character. And in today’s world of social media, where a single post or tweet can go viral, it becomes vital for companies to provide a flawless CX.
But why do companies demand a flawless CX? Here are three main reasons:
- Higher Revenue: A company that provides excellent CX will get more new customers through word of mouth and repeated purchase decisions. As they say, “Customer satisfaction is directly proportional to revenue”.
- Higher Employee Productivity: Companies that focus on providing seamless CX have higher employee productivity than others. This is simple – happy customers equal happy employees and vice versa.
- Higher Brand Value: Happy customers are loyal customers. They will blindly recommend your product/service to others without thinking twice, which ultimately leads to increased brand value.
What Is Discord?
One of the most significant problems most businesses face is how to deal with negative reviews and complaints. Several common responses include ignoring them and hoping they’ll go away, arguing back (which never works), or responding quickly with a standardized apology. While each of these approaches has its place, one platform offers a better option: Discord.
Discord is a voice and text chat application for gamers, quickly becoming a household name among many communities. It’s got all the features you’d expect from a modern messaging service, including channels for conversations, private DMs between users, and video and audio calls.
How Can Discord Help Improve Customer Experience?
Discord has grown since its launch, amassing more than 250 million users in under four years. While primarily used by gamers, the platform is flexible and can be applied to any community with enough creativity.
Discord has some unique features that make it ideal for customer service use. It can help you engage with customers more personally than any other platform.
Here’s how Discord helps you improve your customer experience:
- Communicate directly with customers through text or voice channels.
- Set up a dedicated support channel to streamline your workflow and ensure that no issue is left unresolved.
- Tag specific team members to notify them of important issues.
- Share videos, images, and other content to help your customers resolve their problems quickly.
Brands you might know that are leveraging Discord to enhance their CX:
Food chain giants Chipotle recently created their own Discord, hosting a career fair this past may, receiving more than 23,000 online applications through the server. The brand continues to answer any questions work-related and on the means of being an employee. Chipotle’s discord also offers job seekers the opportunity to chat with real Chipotle employees and gain valuable insight into what it’s like to work in a Chipotle restaurant.
Dr. Squatch uses natural, organic ingredients to create the best men’s care products on the market. Their recent entry into Discord has left customers a taste of their culture, policy, and personal service. Their team does a great job of immersing consumers into their company culture; On the platform, you’ll be provided with constant updates on everything Dr. Squatch related from product drops, exclusive content, internal gaming clubs, music playlists, and much more.
StockX is one of the worlds leading clothing resellers recently, selling everything from shoes to watches, and with nearly 40,000 subscribers, they hold one of the largest Discord communities of its industry. StockX’s Discord has a #welcome channel for its new members, a #general-chat channel, a #sneakers channel, and a whole host of channels dedicated to NFTs, along with an official #announcements channel. Within the server, consumers will learn everything about what it’s like to work in StockX, and what it means to be a part of the community.
Customer experience is one of the most critical aspects of a company and has the potential to bring monetary benefits with increased revenue growth for the business. In today’s digital age, more and more customers are moving away from companies that do not offer a great customer experience. It has led to the rise of Discord, a voice and text chat app that is quickly becoming a viable alternative for businesses. Discord offers many features that traditional customer service channels do not, such as real-time chat capabilities, unlimited file storage, and automatic message translation. The platform has greatly benefitted some brands, increasing their exposure to potential customers and providing them with a new sales and support channel.