Even though CX professionals know it’s necessary, sometimes even they just can’t help but feeling like offering great customer service is akin to Sisyphus forever pushing a rock uphill just to watch it fall again. But for those jaded veterans of the seemingly never-ending revolving door of unhappy customers, I have a message of hope.
When it comes to the thriving world of indie video games, old-school classics are back in vogue. Whether this trend is due to the constantly evolving pace of modern technology or simply nostalgic obsession, it seems that retro gaming is very much here to stay.
From enormously successful indie titles like Stardew Valley and Unturned, gamers of all ages are turning their attention to quaint characteristics, such as pixel graphics, and genres that AAA studios have largely ignored since the 90s.
The future of customer service has arrived and, surprisingly, it rests squarely in the hands of customers’ themselves. Self-service has become more than a deft way to deflect tickets, but a positive tool for enhancing customer experience.
In fact, 90% of customers expect a brand to offer some type of self-service solution. By 2020, Gartner predicts that customers will manage 85% of their interactions with a brand without interacting with a single human being.
When it comes to trial-to-paid conversion rates, there are a number of stats floating around out there. Here are just a few:
- 66% of companies report a conversion rate of 25% or less
- 41% of them haven’t even cracked 10%
In addition to those averages, individual companies have reported findings all over the map. To complicate matters even further, conversion rates depend on several factors: product category, target customer, industry, trial configuration, the weather, etc..
So, what are we supposed to make of all that?
Working alone is a double-edged sword. On one hand, you have complete creative freedom and report to nobody but yourself. On the other, you must handle all creative and technical work, marketing, outreach and manage the business itself.
While the sheer volume of work alone can be overwhelming, the sense of responsibility and feeling overextended can be emotionally and physically exhausting for many creators. This is especially true during slow development periods.