Ushering in a New Era of Customer Service With No-Code

Find out how no-code applications can help businesses decrease customer churn, increase profits, and appeal to a younger demographic.

Delivering a high-quality customer experience has become increasingly important in recent years. As markets across industries grow more competitive and offerings begin to bleed together, Gartner believes that “customer service is the new battlefront.” Today’s customers are spoiled for choice, and they won’t hesitate to explore other options if a business doesn’t offer the high-quality customer experience they want.

Overall, customer churn has increased 12% since 2018, with respondents to a recent CallMiner survey averaging two provider switches per year. High customer churn makes it difficult for businesses to build a loyal following, and unplanned customer churn costs brands up to $35.3 billion per year. The customer service experience in 2021 looks very different than it did a decade ago, and no-code can help today’s businesses adapt quickly to consumers’ always-evolving expectations.  

Defining Successful Customer Experiences

To avoid the exorbitant costs associated with customer churn and beat out the competition, companies must exceed customer demands. There’s no shortage of research out there detailing how customer experiences have a concrete, measurable impact on a business’ success. According to a PwC study, 73% of respondents point to customer experience as a key factor in their purchasing decisions. In fact, 43% of all consumers say they’d happily pay more for greater convenience, and 65% find a positive brand experience to be more influential than great advertising.

How easy is it to create an application with no-code? Watch our demo to showcase a build of an application in just one minute. 

A new consumer segment also signals how essential good customer service will continue to be in the years to come. Millennials, with ranks over 76 million strong, have overtaken boomers as the largest group of consumers in the United States—and they have a very different relationship to customer service. Three key factors stand out about millennial consumers:

• They’re fully engaged with a brand’s customer service experience: Today’s younger consumers want to take an active role in engaging with businesses. 7/10 millennials feel it’s their duty to share their customer service experiences with others—the good, the bad, and the ugly. They’re also more likely than older generations to rate products and services online. Millennial consumers are paying close attention to customer service, and businesses need to bring their A-game to appeal to these astute buyers.

• They want self-service portals: Millennials and Gen Zers are curious and self-educated, meaning they aren’t afraid to search for their own answers. According to an Aspect survey, 69% of respondents have more trust in the company they’re doing business with if its customer service experience is robust enough that they don’t need to contact a representative.

• They only want fast, accessible service: Millennials have grown up with constant access to information, and they expect the same speed and efficiency from their customer service experiences. 71% of millennials want a business to value their time, and 30% expect a response in 10 minutes or less when they reach out to customer service. 

As demonstrated, speed, convenience, knowledgeable help are quintessential hallmarks of good customer service. So how can business leaders make it happen? 

Leveraging Technology to Delight Customers

Digital experiences are key to consistently offering customers exceptional services with minimum friction. Digital tools are the best way to meet evolving customer demands, keep up with the new pace of business, and break down barriers of scale. Unfortunately, many businesses stunt their progress by trying to create digital customer service solutions using code.

To build a customer-facing application with code, you need to start by hiring engineers who are trained in the specific programming language you’re using—which only gets more difficult as time goes on. As coding languages fall out of favor and the pool of qualified developers dwindles, you increase your technical debt by spending more and more on specialized talent. Even if you can find a qualified developer, you’re in for more headaches with a code-based solution. The disparate technologies that make up a functional code-based solution make it hard to create a seamless experience, and any integrations require using even more code. Before you know it, your large scale IT project is 7% over time and 45% over budget.

With no-code, you can easily create digital solutions that will help you meet the four hallmarks of good customer service.    

Legacy technologies, drawn-out project timelines, and high development costs make rolling out successful customer experiences much harder than it needs to be. That’s where no-code comes in. 

Checking All the Boxes with No-Code

With no-code, you can easily create digital solutions that will help you meet the four hallmarks of good customer service.

• Accelerated Engagements: No-code makes it easy to build customer experiences and portals that gather all of the relevant information together in seconds, minimizing stress for the customer and helping them get the help they need faster.

• Ubiquity & Convenience: Offering self-service customer portals built with no-code means that customers can access services 24/7. Also, there’s no limit to what you can create with no-code, so you can roll out features and build new applications in direct response to customer feedback. It’s never been easier to offer customers what they really want.

• Useful Applications for All Users: Drag-and-drop components make it easier (and faster!) than ever to put a sophisticated application together, which means you can deploy useful applications in more places.

• Free Human Agents to Provide Great Service: Since digital solutions can help automate and take over high-volume tasks, your team is freed up to help customers with complex requests and provide more personalized services.

No-code helps today’s businesses meet changing customer demands and provide high-quality service without breaking a sweat. Curious about how no-code can be used to build customer service applications for your organization? Reach out today to schedule a personalized demonstration with one of our in-house experts, and sign up for the Unqork newsletter to follow along with the latest in the world of no-code.