Support teams will be expected to improve performance and deliver more positive customer experiences to help drive satisfaction and retention. The report shows business leaders’ focus on customer satisfaction has increased by 10% since last year. Given the uncertainty of the current business climate, leaders are zeroing in on customer experience as an area of opportunity. Essential knowledge transfer is breaking down amid more communication channels Trusting your front line to deliver clear, accurate, and on-brand information and experiences to customers start with effective internal communication. How effective (or ineffective) communication is within organizations directly influences the quality of support customers receive. And a confident support team is better equipped to respond to customers quickly, using a tone and language that reflect positively on the brand. The data shows that strong communication across an organization bolsters the confidence of customer support professionals more than members of other teams. New data from the Grammarly Business 2023 State of Business Communication report with The Harris Poll shows that effective communication between employees is foundational for customer experience. When teams struggle to communicate well internally, customers feel the effects.
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