"*To give real service, you must add something which cannot be bought or measured with money, and that is sincerity and integrity*." 

-Don Alden Adams.

Do you want to stand out from the crowd and be recognized by your target market?

In today's world, customer service excellence is the defining metric to help you achieve that. __Companies must provide top-notch customer service to create loyal and happy customers__. In fact, research shows that [60%](https://www.superoffice.com/blog/what-customers-want-you-to-know-about-them/) of customers are willing to pay extra for superior customer service. 

According to a Bain & Company research titled "Closing the delivery gap," [80%](http://bain.com/bainweb/pdfs/cms/hotTopics/closingdeliverygap.pdf) of businesses reported they are providing a higher-quality service. However, just 8% of customers agreed they are getting exceptional service, indicating that __many brands believe they are providing better service than their customers realize__.

Keeping this in mind, closing the customer service gap is essential. Here is where the customer service benchmark report comes in. 

A customer service benchmark report outlines a brand's customer service strategy's efficacy, efficiency, and success rate. Benchmarking also refers to the __industry-wide data demonstrating the standard of customer service across different industries__. Let's talk more about this in detail! 

## The importance of customer service

Customer service is the direct line of communication between your customers and your brand. It helps to retain clients and gets more value out of them. __Businesses can recover their costs related to customer acquisition by offering excellent customer service__. It helps to build a loyal customer base that brings in more revenue, serves as case studies, and provides recommendations and testimonials.

In short, investing in customer service helps to activate your flywheel because __loyal customers persuade potential customers to buy from your brand__. Their recommendations will be more fruitful and less expensive than your current marketing initiatives.

Therefore, providing excellent customer service can create real profit for a brand. Let's see how!

### Customer retention is cheaper than customer acquisition. 
A brand's customer acquisition cost (CAC) is higher for a brand that only allocates a small portion of its budget to providing customer support. Spending money on customer service can lower your attrition rate. 

Businesses should invest more profitably in long-term consumer retention. Existing customers can account for a whopping [65%](https://www.superoffice.com/blog/reduce-customer-churn/) of revenues, whereas just [20%](https://www.superoffice.com/blog/reduce-customer-churn/) of these customers will provide [80%](https://www.superoffice.com/blog/reduce-customer-churn/) of the revenue for your business.

### Customer service generates more revenue. 
Company executives know that the bottom line plays a role in budgeting and other business decisions. However, providing good customer service also generates income and boosts profits.

According to a study, [89%](https://www.helpscout.com/75-customer-service-facts-quotes-statistics/) of businesses that provide "above average" client experiences outperform their rivals financially.

It is estimated that avoidable customer switching costs American businesses [$136.8 billion](https://www.g2.com/articles/customer-retention-statistics) annually. Therefore, a good or poor client experience directly influences the sales and expansion of your business.

### Customers pay more to companies with improved customer service. 
A significant number of __customers are willing to pay more for excellent service__, although it is difficult to place a price on it. Positive customer service interactions will immediately benefit businesses since customers value how a customer care staff treats them. More than [80%](https://truelist.co/blog/customer-retention-statistics/) of customers said they would be ready to pay more for a superior experience.

__Any business that doesn't value customer service will fail in an era where customers hold power and are the kingmaker__. A positive first impression may persuade them to stay with a company, whereas a negative encounter may persuade them to choose a competitor.

## What is customer service benchmarking?
*Brands can use customer service benchmark reports to see how their support team compares to other businesses in their industry*.

By regularly assessing your performance and processes, your support staff can better identify areas where they thrive and areas where they need to grow. It assists in the development of more relevant objectives that may inspire your team to strive for excellence.

Benchmarking customer service puts teams on the right track to do their best work in the following ways.

### 1. Identify opportunities for improvement
When you compare your metrics and business procedures to those of other businesses in your industry, you may discover flaws you should be aware of. For example, your time-to-close rate may be improving month after month, but it may also be the area where you lag the most behind your competitors.

You may also discover that your company is the only one of its size that doesn't provide chatbots and social media outreach programs and whether this impacts customer happiness. 

__It is simpler to decide where to concentrate your time and effort if it is clear where your team has the most significant room for improvement__.

### 2. Assess performance effectively 
It's possible to learn a lot about the state of your customer service from operational indicators and customer surveys, but it's not enough. __Benchmarking forces you to evaluate your performance compared to similar businesses rather than past results__. Holding your company to industry standards emphasizes being the best among many rather than the best representation of the company.

### 3. Gain insight into market trends and best practices
Although you will define success differently from businesses in other industries and your rivals, it is useful to be aware of what other businesses are doing to maintain client satisfaction. Other businesses' experiences offer chances for growth or learning and might introduce employees to different working methods.

### 4. Identify opportunities to cut expenses
Each year, poor customer service costs businesses billions of dollars globally. Not to mention that you will have more time for customers as your operations become more efficient. 

__Benchmark indicators for revenue may show you if your team spends more, less, or around average compared to other businesses of your size__. You can better allocate the team's resources with these insights.

### 5. Analyze the results of your improvement initiatives
Benchmarking assesses the current situation and establishes a baseline against which all attempts for improvement can be evaluated. By doing this, you may determine whether newly adopted procedures or practices bring the team closer to its objective.

## What are some examples of customer service benchmarks? 
As we discussed, you can evaluate your customer service and effectively align your efforts with the help of customer service benchmark reports. 

But what criteria should you use to evaluate your company's performance? __Benchmarking for customer service depends on understanding the key performance indicators (KPIs)__. 

Let’s look at some of the top five customer service benchmark metrics:

### CSAT
__CSAT, or customer satisfaction score, is typically represented as a percentage__. It is expressed on a customer survey as a question. For instance, "On a scale of 1 to 10, how happy were you with your most recent support interaction?"

While CSAT scores differ by industry, a decent score is usually between 75% and 85%. A score of 75% indicates that three out of every four consumers gave you a positive rather than a negative or neutral rating.

### NPS
__Net Promoter Score (NPS) is a popular statistic for gauging client loyalty__. By asking a question like, "Based on X experience, how likely are you to suggest Brand Y?" it separates your consumers into those who promote, are neutral, and detractors of your brand.

NPS is always expressed as a number ranging from -100 to 100; the score is negative when a company has more detractors than promoters and positive when the reverse is true. 

![InText-NPSformula](//images.ctfassets.net/scrf7o05zai3/7g3QmWwzshRZFEtNMt4xCP/ba7c9907b8372bfccb16423be4665409/animated_.gif)

### CES
__Customer Effort Score (CES) measures how difficult it was for the customer to resolve their problem through any customer care channel__.

A high CES score indicates that your brand provides a seamless experience for clients. In contrast, a low CES means that individuals find your processes difficult or your customer service ineffective—and you must improve or risk losing customers and maintaining a high churn rate.

### FCR
__The First Contact Resolution rate tracks your support representative's success rate in answering the customer's question during the first conversation__. 

It is an important aspect that determines customer satisfaction. High FCR rates are usually associated with high levels of customer satisfaction.
FCRs can be measured along with other metrics like Average Talk Time. 

### First reply time 
__First Response Time (FRT) is the time between a customer initiating a query and a company's initial response__. Many firms include a baseline FRT in their SLAs, requiring them to reply to consumers within a certain duration. 

According to industry standards, customers who contact you via email can normally expect a response within 24 hours, and for social media, it is within an hour.

These were just some of the important customer service benchmark KPIs, and it varies across industries.

## Customer service forecast for 2023: Where should you invest time and resources to make the most significant impact? 

E-commerce is a dynamic and constantly evolving industry. __You should keep up with the most recent changes in customer experience if you want to maintain or create your competitive edge__, encourage growth, and deliver superior customer experiences.

[73%](https://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/future-of-customer-experience.html) of customers report that a key element they consider when making an online purchase is the client experience. Thus, you are losing a lot of potential revenue if you offer a bad experience or don't satisfy customer expectations.

To improve your customer service benchmarks, let's look at some trends for 2023. These will help you decide where to invest time and resources to make an impact and set yourself apart. 

### Self-service and automation 
Modern customers seek speedy solutions to their problems. They expect that you will respond to their needs right away. Additionally, the longer you delay replying, the more likely they will leave your business and go to a rival. Thus, __having a quick reaction time is crucial__. But how can you react more quickly?

The answer is customer self-service! __The process of providing your customers with the information and tools they need to find answers to their inquiries and resolve their issues rapidly is known as customer self-service__. [70%](https://www.slideshare.net/stevenvanbelleghem/the-self-serving-economy) of customers expect to find self-service options on your website.

Online discussion boards, a support center, and frequently asked questions on your website make up the most popular client self-service. According to [research](https://hbr.org/2017/01/kick-ass-customer-service), 67% of customers prefer self-service options over human interaction when seeking help. Before contacting a live operator, 81% of customers try to solve their problems independently.

### Personalization
According to [Accenture Interactive's Pulse Check survey](https://www.accenture.com/_acnmedia/pdf-77/accenture-pulse-survey.pdf), 91% of customers are more inclined to make purchases from businesses that recognize them, recall previous transactions, and give relevant goods and suggestions. 

__While curated commerce and tailored content were previously considered "nice to haves," they are now a necessary__ and anticipated component of a top-notch consumer experience. Additionally, it affects brand loyalty.

It's not enough to just enter a customer's name or send them a birthday greeting via a date-triggered email. Customers demand more, such as individualized product recommendations like sneakers to go with the new skirt they just purchased. 

Additionally, __they expect businesses to foresee their needs and nudge them to purchase__. Your most devoted customers want you to get to know them; they expect you to anticipate their needs, look out for their best interests, and deliver a memorable brand experience.

### Data privacy
In 2023, __the California Privacy Act and the GDPR will be in force, changing how you handle customer data__. Brands should keep up-to-date with evolving data privacy laws and regulations to follow the relevant guidelines.

__Data is absolutely essential for giving clients a better-tailored experience with your brand__. Due to this, you must gain your customer's trust by being open with them, providing clear security guidelines, and implementing effective security precautions to safeguard their data.

According to [76%](http://bookmark//_ktg5quwwa6af) of customers, it is okay for businesses to utilize their personal information to create more relevant content and customized offers. 

You don't want to scare away customers by using excessive personal information in your tailored communications (that's creepy). 

### Transparent communication
Brand transparency about price, products, and procedures builds customer trust and creates a more memorable and alluring digital customer experience. Complete transparency demonstrates to clients that you have nothing to hide and are confident in what you provide.

__Going forward, brands must disclose all pricing, shipping costs, recurring charges, and other financial and transactional information about a product or service__. 

To make your customer feel like they are making an informed purchase, provide honest and accurate delivery dates, product availability, and user-generated reviews. Customers will become frustrated and distant from you if you force them to navigate through your website's pages or read your reviews on a different website.

__An excellent example of brand transparency is the growth of the apparel shop Everlane__, which went from having no revenue to having $100 million in just six years. Its pages provide useful information, including size, fit, and materials. Further, they go a step further and describe every step of their supply chain, including the considerations for animal welfare in sourcing their cashmere and alpaca, the sustainability of their silk, and third-party certifications for their recycled materials. 

Most importantly, __being open and honest about how you utilize customer data is the most effective method to be transparent with your clients and potential clients__. According to the [PingIdentity 2021 Consumer Survey](https://www.pingidentity.com/en/resources/content-library/misc/2021-consumer-survey-passwords-privacy-brand-loyalty.html) of 3,400 consumers worldwide, 85% of customers worldwide want to know how online services share their personal information, but 72% say it's challenging to find out how it's shared. 63% of survey participants stated that knowing how their information was utilized would make them feel better about a brand.

### Fostering a community 
Create a community to actively and genuinely engage customers. You can achieve this by starting a group on social media, including a live chat feature in your website design, participating in online forums, or conducting in-person events.

__Brand awareness, loyalty, and retention can be increased by having a network of supporters and devoted customers__. Because your clientele is eager to help one another with their problems, it may reduce the need for customer service.

## How can Layerise assist better your customer service benchmarks?
Brands that partner with Layerise provides exceptional customer service and experience. A simple scan and onboard system help save time, making the process seamless and hassle-free.

__Brands can provide state-of-the-art self-service options with Layerise solutions__; this is an excellent opportunity to take your brand ahead and meet the customer's demands.

__Personalization has never been so easy__; speak to your customers in 40+ native languages while building a comprehensive customer persona that allows you to cross-sell and upsell products easily. Our platform informs end-users about renewals, warranties, and other maintenance issues.

## Final Words
As customer expectations rise, brands must step up their efforts to keep up. It is simple to provide excellent service to your customers. It does, however, necessitate research, evaluation, and effort. A customer service benchmark report can help here.

__It is straightforward to implement customer service initiatives based on what you have learned from the customer service benchmark metrics__. Read your report thoroughly to discover more about the techniques you need to employ to raise the caliber of your services.

Team with Layerise to provide top-notch customer service! [Book a demo](https://www.layerise.com/) today to learn more.


Customer service benchmark report

Layerise and Nidecker got together to bring to life a cutting-edge product experience. 

__Nidecker is a 100% family-owned snowboarding company dedicated to bringing inspiration and innovation to snowboarders all over the world__. For over 130 years, Nidecker has been creating cutting-edge products to revolutionize the industry of action sports. Today, Nidecker is the oldest continually-operated European snowboard brand. 

__Nidecker partnered with Layerise in an innovative customer experience project around Nidecker game-changing new Supermatic binding__. This partnership allows Nidecker to leverage Layerise's technology to further expand on their customer experience goals by breaking down advanced concepts into customer friendly bite-size chunks. 

## Supermatic's innovative product assistant 

The Supermatic is extremely intuitive, but to give riders an even richer experience there are a couple of instructions that should be followed, such as adjusting the straps, locking the buckles, and setting the forward lean. This is where Layerise comes into play to create an exceptional interactive customer experience. 

__Thanks to Layerise’s brand-safe product-specific Assistant, Nidecker can provide their customers with all the information needed to enjoy the Supermatic to the fullest__. From instructional videos to simple and powerful guides, Nidecker’s Product Assistant supports customers throughout their entire user journey.

__The Supermatic Product Assistant is simple, intuitive, and powerful.__ Thanks to their high-quality videos and images, the Assistant is not only giving instructions, but it’s creating an interactive experience for the customers to learn how to enjoy their new product, from the first use. Have a look at the Product Assistant [here](https://app.layerise.com/en/nidecker/supermatic1?preview=true)!

![intext-ndkProdAssistant](//images.ctfassets.net/scrf7o05zai3/37PvbX3uBn26OemXdyi3Sy/aa94ed14af633511dca3253bdbfabc88/nidecker-in-article.jpg)

__With Layerise, it becomes easy for brands to provide a post-sale experience that traditional hard copy user manuals fail to give__. Customers are not keen on reading product manuals anymore, they are too long to read and the information is not displayed in an intuitive way. 

__Layerise Product Assistant is easily accessible, personalized, and intuitive__. Customers just need to scan a QR code to access all the information related to the product, from anywhere at any time. Layerise platform ensures that every customer gets the most optimal product experience

To learn more about how Layerise helped Nidecker present their latest innovation in a smarter and modern way click [here](https://www.layerise.com/customers/nidecker).

Are you a product-oriented company like Nidecker willing to offer your customers a cutting-edge user experience? Do you want to learn more about how Layerise can help your business? [Book a free demo](https://www.layerise.com/) now!


Nidecker & Layerise partner to make life easier for snowboarders

__The fashion industry is one of the most polluting industries in the world.__ Textile production does not only create more global carbon emissions than international flights and maritime shipping combined but it is also estimated to be responsible for about [20% of global clean water pollution](https://www.europarl.europa.eu/news/en/headlines/society/20201208STO93327/the-impact-of-textile-production-and-waste-on-the-environment-infographic). With the customers being more conscious of these sustainability issues, companies need to find innovative solutions to reduce their impact on the planet.  

__Fashion brands are now focusing their efforts on making textiles more durable, repairable, reusable, and recyclable__. Starting from the source of textiles to the different ways to reuse or recycle them, fashion brands are experimenting with different innovative solutions to reduce their environmental as well as social impact.  

It may seem counterintuitive that technology, which is often a catalyst of waste, seems to be the winning ally to make the fashion industry more sustainable. Now more than ever, __new technologies can play a crucial role in transitioning toward a circular economy__. They are being implemented across the value chain, from the first stages of material sourcing to the final stages of delivery and consumption. 

The growing focus on sustainability is one of the reasons why more and more fashion companies have increased their investment in technology and innovation. According to a study by McKinsey, [fashion companies are expected to double investment in technology by 2030](https://www.mckinsey.com/industries/retail/our-insights/state-of-fashion-technology-report-2022) to keep up with digital natives and to create a competitive edge.

## Traceability and transparency 

Traceability and transparency are crucial to transition toward a circular economy. For this reason, as part of the circular economy action plan, the [European Commission initiated a new strategy](https://www.europarl.europa.eu/news/en/headlines/society/20201208STO93327/the-impact-of-textile-production-and-waste-on-the-environment-infographic) that combines new requirements for textiles, clearer information, and a [Digital Product Passport](https://www.layerise.com/resources/blog/post/your-products-will-need-a-digital-product-passport). This strategy wants companies to take responsibility and start operating in a way that minimizes their carbon and environmental footprints. 

__Traceability is important to control the lifecycle of clothes__. To transition toward a more sustainable fashion system, companies need to find innovative ways to keep their products and materials in use for as long as possible, and then, at the end of their life, regenerate them back into the supply chain. 

__Transparency is a fundamental principle of sustainable development.__ Increasing it at a corporation level is important to monitor the real impact of the company’s activities and therefore redirect the efforts toward sustainability. Also, transparency is important in choosing your partners and building an ecosystem that brings together the efforts of different companies to transition toward a circular economy. 

But, most of all, __being transparent is key to capitalizing on a consumer market that has as its core sustainability and awareness__. It’s been found that when brands are completely transparent with their customers, they are [94% more likely to be loyal](http://forbes.com/sites/forbesbusinesscouncil/2021/02/11/green-business-is-good-business-why-transparency-is-key-for-corporate-sustainability/?sh=449ca2b94bb9). Transparency builds trust and trust is the foundation of your relationships with your customers. 

## QR codes: a technology for circular economy

The fashion industry can transition toward a circular economy and be more sustainable by leveraging QR code technology. Specifically, __by applying QR codes on the garments’ labels, brands can link to each piece of clothing all the relevant information regarding production, maintenance, cleaning, etc.__ This way, companies can increase transparency and enhance their reputation as sustainable brands. 

Furthermore, thanks to QR code technology, companies can increase traceability. In particular, __by applying a QR code on each piece of clothing they can track the location__ and virtually follow the multiple resales after the original purchase. This way, companies can be more aware of the duration of their product's life cycle and act to prolong it. 

If we look at the customer's side, __several benefits emerge with the introduction of QR codes on garments__. First, customers can get extensive information about how the product was produced and the characteristics of the materials used. This can help them in making more informed purchasing decisions. Second, customers can access washing and maintenance instructions that on traditional labels are often confusing. On top of that, thanks to the QR code technology they can also benefit from extra functionalities depending on the intention of the brand. For example, Samsøe Samsøe added an extra function to facilitate the process of reselling clothes. 

In addition to transparency and traceability reasons, QR codes are used by fashion brands in several other ways. __One of the main and probably first reasons QR codes were introduced on garments concerns authenticity issues__. Designer brands have been applying QR codes on their pieces to protect them to battle the ever-increasing counterfeiting problem in the textile industry. 

Other examples of how this technology has been used by fashion brands are: 
- To invite customers to events and experiences which relate to the label. This way companies can enhance the connection between the brand and the customers, thus increasing loyalty.
- To give your customers styling advice, maybe leveraging the upselling opportunities. 
- To ask customers for feedback about the quality of the product and the overall experience with your brand. 
- To give your customers special discounts. 

## The case of Samsøe Samsøe 

Samsøe Samsøe is a Danish brand known for combining the utilitarian ease of Copenhagen street style with a quintessentially Scandinavian spirit based on simplicity and clean lines. The Danish label is also known for their dedication to craftsmanship and authenticity. 

Sustainability lies at the heart of Samsøe Samsøe mission. As stated in their Code of Conduct, they strive to “[contribute to environmental sustainability, wherever possible and viable](https://www.samsoe.com/en/about/social-responsibility.html)”. They want to have a positive impact on the environment and society as a whole.

![in text - samsoe samsoe ](//images.ctfassets.net/scrf7o05zai3/1p81vHdvOzY0TF3egpYjIa/8033014c08ea844e52b454a5490a318c/samsoe_samsoe_-_in_text.webp)

In alignment with their sustainability commitment, __Samsøe Samsøe recently announced that they will incorporate QR codes on their garments to make it easier for their customers to resell them__. To contribute to the transition to a circular economy, this solution will give a strong incentive to Samsøe Samsøe’s customers to resell their clothes when, for disparate reasons, they will stop using them. 

Going more into the most practical details of the solution, when customers scan the QR code on the garment with a smartphone, the tag prompts a sequence of digital actions that should make the act of reselling garments online straightforward. __The QR code is linked to Facebook and Instagram marketplaces and automatically creates an announcement with all the information about the specific piece of clothing__, e.g. dimension, color, and age. It additionally auto-generates pictures and a short text describing the garment.

## How Layerise can help you

If you are a fashion brand seeking to introduce QR codes on your garments, Layerise is the perfect solution for you. Thanks to Layerise, you can apply QR codes to your clothes and allow your customers to access information about the product, cleaning and care instructions, specifications about the materials, and so forth. With Layerise it is easy to keep this information updated and measure the performance of your content. 

To learn more about how Layerise can help your business, [book a free consultation](https://www.layerise.com/) now!

Samsoe Samsoe introduces QR clothing labels

At a first glance, customer excellence might seem as simple as giving customers what they want. However, you will soon realize that serving customers is way more complex and things are not so straightforward.

__It can be hard to discover what customers really want, and even when you do, what they want could quickly change over time__. For this reason, it is very important to keep acquiring new information about your customers and find a way to meet their requests. 

Up to [77% of customers](https://www.zendesk.com/blog/customer-service-trends/) say they’d be loyal to a business that offers top-notch service, while [88% of customers](https://www.zendesk.com/blog/customer-service-trends/) say they wouldn’t return to a website after a bad experience. With that in mind, let’s explore the various trends businesses are adopting in their quest for customer excellence in 2022:

### Improving the Customer Experience
Historically, businesses offering post-sales support have been way more focused on how easily the customer can send requests or complaints. Nevertheless, __a smooth back-end is a crucial part of offering effective customer support__.

Going forward, there will be a greater need for tools that answer a number of vital questions about the agent experience such as:

*How can the agent quickly find what the customer is looking for and relay it?*

*How can the agent quickly get the customer’s history and adjust their help accordingly?*

*How can customers easily forward the complaint to the more appropriate support agent or get others to collaborate?*

In that sense, there will be more products offering the possibility to [track customers and collect data about their experience](https://www.layerise.com/service-and-support). Companies will be able to track the pages they read, the agents they had a conversation with, the product features they used, reviews posted and surveys they participated in, and a lot more.

These capabilities are properly captured in the timeline feature of a product like Layerise, which enables you to view a chronological list of actions taken by a customer. These even extend to actions on the product itself such as checking tire pressures and changing certain settings.

### Streamlined omnichannel communication
Contrary to what you might think, an omnichannel approach is not just about using different channels like email and social media to communicate with your customer. It is learning how every channel can contribute to enhancing your interactions with customers, therefore use them in a strategic way. With the development of 2022, all of these channels will continue to innovate, offering features that differentiate them from other channels.

For example, __email newsletters__ usually come with a straightforward option to unsubscribe, and some social media platforms or Google ads also have some simple opt-out steps. This may not be the same for SMS, calls and WhatsApp.

Another example is the __Facebook Messenger bots__ and automated flows that can be used to administer loyalty programs and also assist in retargeting. In that respect, omnichannel communication will have new approaches that consider the unique capabilities available with each channel and how best to utilize a variety of them when assisting a customer.

For example, awareness efforts might flow better with the __live video__ and spaces features of Facebook, Twitter, and Instagram, while sales efforts will work better with functions like Pinterest product pins and Instagram shoppable posts.

Remember, __up to 63% of customers expect businesses to be able to offer support on social media__, but you can do so much more than just offering support, especially if you want to stand out. Also, don’t forget, omnichannel communication doesn’t mean much if there’s no cohesion with other day-to-day business processes.

__This is where Conversational Robotic Process Automation (RPA) will shine__. Conversation RPA can be simply defined as Conversational Artificial Intelligence (AI) stacked on top of RPA. Basically, customers will be able to have an actual conversation with a virtual assistant that uses Machine Learning and Natural Language Processing (NLP) to receive support easily, at any time. 

These bots will then take commands in text, speech, and other forms and send them to the back-end architecture, triggering automated workflows to perform various actions such as package-tracking, checking account permissions and eligibility status, and more.

### Heightened personalization
Personalization is not necessarily new, especially in eCommerce. But for a long time, it has been quite simplistic, focusing on purchase history, product searches, pages viewed, and a few other attributes such as location and type of device.

In 2022, __we are going to see a stronger evolution in the use of personalization__ to offer more relevant product recommendations, and applying personalization in much more facets of the customer experience:

·__Tailoring the messages to the customer’s sentiment__ towards the product/service based on survey participation and reviews/ratings given by the customer.

·__Sending reminders to customers__ to take actions such as maintenance based on the way they’ve been using a product.

·__Taking note of log-in locations__ to deduce behavior such as frequent traveling, recommend weather-appropriate products, suggest new payment methods, adjust pricing to include region-specific taxes and tariffs, show nearest repair centers, and much more.

 ![in-article (1)](//images.ctfassets.net/scrf7o05zai3/2WGEchyfamKcZ8ZDVzAkNH/ce0e5e6d0854fb974a53d96b64ce679f/in-article__1_.jpg)

### Self-service powered by smart technologies
Self-service not only shortens the support process but also helps save money spent on human agents. Additionally, __self-service can be used for branding purposes and also to build the internal team spirit, particularly when it comes to helping customers find information__.

However, businesses need to improve their self-service centers in terms of multimedia delivery, intelligent output, and accessibility. Businesses will be working on:

·__Conducting searches__ that go beyond article titles, authors, and content matches to detect intent in long-tail phrases and questions, and present the most relevant and up-to-date results.

·__Communicating their requests__ using text, speech, screenshots, and scans.

·__Transcending basic analytics and usage reports__, offering instant notifications to content creators when customer requests are fulfilled.

With [Layerise](https://www.layerise.com/), you can rely on a robust editor to incorporate GIFs, videos, and other media into your help-related content. You will also be able to deliver [assembling guides, dynamic user manuals, and other educational/informative documents](https://www.layerise.com/customer-registrations) in a smarter manner, continuously reducing Frequently Asked Questions (FAQs) and making content more searchable.

Businesses using this solution will also have an easier time importing content, localizing it to reach also customers speaking different languages, and collaborating as a team to keep the content comprehensible and up-to-date.

### Comprehensive mobile-first approaches
Almost all your customers possess a smartphone nowadays and carry it with them everywhere they go. For this reason, the possibility to solve problems through their devices represents a real added value for your customers. It's convenient and accessible every time, everywhere. 

__In 2022, we are going to see more businesses enrich the feature sets on their mobile apps__. Previously, many were simply focused on making lightweight apps that can work on devices with low memory and poor connectivity.

__As companies design their products, they have to facilitate the use of mobile functionalities__. This could include offering QR codes on packaging to make it easier to direct customers to your website, along with Near-Field communication.

Therefore, __a mobile-first approach will no longer be just about making a mobile app that is more comprehensive than your desktop app__. It will also be about your ability to leverage mobile device functionalities to better connect customers with your ecosystem. 

Luckily, [Layerise](https://www.layerise.com/) solution allows your company to direct customers to a product assistant using QR and NFC tags. This is just one of a number of features that contribute to helping customers when facing challenges with the product they purchased. 

### Increased focus on Social Responsibility
Many consumers are showing a greater affinity for businesses that are committed to creating a good impact on society. These include businesses that dedicate a portion of their profits to charity, those that use sustainably-sourced raw materials and production methods that are environment-friendly.

__63% of customers want to buy from socially-responsible companies, while 54% want to buy from those with diverse and inclusive workforces__. In the future, businesses will need to communicate and inform customers how they are involved in social good. This partly means remodeling the user experience to show:

·What __charitable projects__ you’re involved in;

·Your __carbon footprint__ and how much you’re reducing it by adopting cleaner methods;

·__Certifications__ proving that your products don’t contain unhealthy/banned substances;

·A bit about your employees’ __working conditions__;

Keep in mind that it is not just about showing. There is a lot of green-washing going on and customers now have different sources of information to realize it. That’s why it will be important to involve customers in the whole process. Such efforts can take the simple form of soliciting suggestions on how to be cleaner, or they could extend to finding volunteers and partners from your customer base.

There are plenty of solid ideas and initiatives that some customers would love to be a part of but can’t pull them off on their own without institutional support in areas such as funding, compliance and more. From sign-up pop-ups to banners, stickers and points systems, there are numerous techniques you can use to harmonize your Corporate Social Responsibility (CSR) efforts into the customer journey.

Always make sure that you cover these three areas:

·__Ideation__ (surveys, polls, and other information-gathering methods);

·__Awareness__ (links leading to pages detailing your CSR programs, the research and motivation behind them, targets, and how people can participate);

·__Accountability__ (showing progress so far in form of statistics, photos, videos, and quotes from benefactors and beneficiaries too);

### Predictive analytics and other data-driven techniques
Data-driven decision-making isn’t really a new phenomenon, especially for online businesses. But in recent years, there’s been an influx in the number of data points that businesses need to pay attention to. More importantly, businesses need to be able to act on this data in a much shorter time.

In some cases, they have to act as they receive it (in real-time). Firstly, this creates new challenges on the customer-facing/external end. __Leaders will have to be more abreast with in-depth statistics on the marketing and sales end such as__:

·The __variation in drop-offs for each demographic at different stages of the funnel__ (does every customer group behave the same way once they meet an obstacle?)

·__Sales fluctuation relative to ongoing discounts and promotions by competitors__ (what percentage of your customers buy less or delay their subscriptions when the competitor has a better offer?)

·The actual __correlation between our advertising intensity and our revenue__.

Subsequently, if you’re heading into the festive season or some other major holiday, you might have a multitude of data to keep tabs on. From the workload that your support staff has and the rate at which they are getting it done to the changes in supply chains and product availability, there’s a lot to compare.

What this means is __you’re going to need tools that not only gather and process lots of data quickly but also integrate smoothly with other tools handling different data sets__. You’ll need to be able to log into a single dashboard, and easily take a peek at what’s going on with inventory, social media, email newsletter subscriptions, customer complaints, and a lot more.

So in 2022, there will definitely be a higher demand for tools that blend well into a larger ecosystem and empower businesses to draw actionable insights from a mountain of data at breakneck speeds.

### Customer-oriented remote and hybrid work techniques
Since the start of the pandemic, __remote work has been steadily gaining traction all over the world and has even undergone some modifications to produce hybrid work__. And contrary to what you might think, remote and hybrid work aren’t just about the internal workforces serving customers.

Starting from 2022, this form of working is going to have far-reaching implications that concern customers too. For example, bank account opening will be easily done on the phone.

Additionally, both banks and fin-tech companies with card products will be emphasizing cashless and contactless payments and deliveries, and so will other ecommerce entities. Consequently, __businesses have to remodel their infrastructure to accommodate further actions along the digital customer journey__:

·For example, agents will need to access dashboards, phone lines and other support-related portals and touch-points from anywhere. This means that some solutions that were strictly on-premises may be rendered obsolete as mobile and cloud-based solutions take over.

·For many eCommerce marketplaces, physical signing when delivery agents drop off packages has been replaced by OTP codes. This means that businesses will need systems that enable support staff, logistics teams, inventory, and all other concerned parties to be notified once such codes are entered, or if the product has to be returned.

·Many businesses will also seek to enable support staff to perform certain tasks on behalf of customers remotely. These could include order placement, subscription renewals, form-filling for account changes, and a lot more.

So in a bid to make remote work a concept that isn’t just about convenience for workers, businesses will have to adopt technologies that make service smoother for customers, wherever they are. 

## __Conclusion__
All-in-all, customer excellence will no longer be just about assisting customers to find what they are looking for or offering a product manual equivalent. __Businesses will have to consider how these technologies can be used to improve the customer experience and adopt the ones that can best fit the customer's needs__.

Companies will have to make customers feel like the business not only serves them but continuously learns and responds to the changes in how the customer would like to be served. To learn more about how the right tool can help you achieve this goal, book a demo with [Layerise](https://www.layerise.com/) for more information on how their solution addresses 2022 customer excellence trends.


2022 Customer excellence trends 

Digital solutions have been widely deemed the key to a circular economy’s success. The European Union (EU) has proposed several legislative suggestions aimed at advancing the current ecodesign guidelines for energy efficiency. Among these new measures, the Digital Product Passport also referred to as DPP, is proposed as the ideal solution for a more sustainable economy. 

The adoption of the Digital Product Passport will lead to extended product lifespans, assist customers in making ecologically responsible purchasing decisions, and promote the creation of circular economy business models. DPPs enhance transparency throughout the entire value chain as they are easily accessible for all, from the original manufacturers to the final consumers. 

Considering the global climate challenge that the world is currently facing, the implementation of [digital solutions like the Digital Product Passport will play a crucial role in reducing pollution](https://www.layerise.com/resources/blog/post/save-a-tree-go-digital-and-paper-free), overconsumption, and, more generally, lowering the environmental impact. Companies should keep up with these evolutions to sustain their competitive position in the market and attract a new generation of conscious customers. 

This article will help you gain an overall understanding of what a Digital Product Passport is and will provide you with several reasons why it is important for companies performance to adopt this solution.

### What is a Digital Product Passport?

A Digital Product Passport is a certified method of digitally recording information or inventorying a product to produce an easy-to-access and centralized bank of information. 

The information included in the Digital Product Passport depends on the specific product. With regards to consumer electronics devices, for instance, Digital Product Passports provide important information about the materials contained in the particular product, any repairs that may have taken place, how to maintain the product, and details on how to recycle the product. On the other hand, the DPP regulation for packaging may not require information about recycling the product but will contain a guide to show the percentage of recycled material it possesses.

The information that should be included in the Digital Product Passport is, in most cases, already present; however, its fragmented throughout the value chain. Meaning,  while different actors possess different pieces of information that are not linked to each other, the benefit of each piece of information does not represent any value for the consumer. The DPP is the solution for this, as it requires a centralized location for all the necessary information throughout the value chain. 

![with layerise](//images.ctfassets.net/scrf7o05zai3/6SjstpJLY46CjJzIkQkSfz/6d494f64c33d17e5d2954fdb13b06a08/with_layerise.jpg)

This is the idea behind creating a circular economy, and improved information flows would allow companies to improve their sustainable approaches. The sectors where the Digital Product Passport will be implemented are [consumer electronics, batteries, ICT, fashion, furniture, as well as “high impact intermediate products” such as steel, cement, and chemicals.](https://www.renewablematter.eu/articles/article/europe-digital-product-passport-is-coming-soon#:~:text=The%20sectors%20and%20products%20for,as%20steel%2C%20cement%20and%20chemicals.)

### Digital Product Passport and the impact of the EU Battery Regulation

A major obstacle to achieving the circular economy is the absence of reliable and verifiable information about product content, reuse, and recycling potential. A Digital Product Passport has been proposed as the solution to closing this information gap. The new EU Battery Regulation was formed as part of the circular economy action plan.

The DPP was considered for the first time in an EU-wide regulation, namely in the “*[Proposal for a Regulation of the European Parliament and the Council concerning batteries and waste batteries](https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:52020PC0798)*”. This has been coined as the “[*New EU Battery Regulation*](https://www.europarl.europa.eu/RegData/etudes/BRIE/2021/689337/EPRS_BRI(2021)689337_EN.pdf)" and is expected to come into force in the near future. This addresses the urgent need for action to implement sustainable solutions.

Therefore, the European Union published an action plan that dealt with advancing a circular economy. This was one of the prominent features of the [European Green Deal](https://ec.europa.eu/competition-policy/sectors/energy-and-environment/european-green-deal_en), a set of proposals to make the EU the first climate-neutral continent by 2050. 

Out of the many defined measures in the regulation, the most significant is the Digital Product Passport for batteries, also known as the battery passport. It is supposed to come with the following characteristics:

- The setting up of an electronic information exchange system for batteries and a passport scheme (for industrial and electric vehicle batteries). The Global Battery Alliance already propounded this, and several international firms have accepted this.
- The battery passport has been established for batteries with an internal storage capacity of 2 kWh or more. The battery passport is unique for each battery and will also be given an individual identifier. 
- The economic operator putting the battery on the market will be responsible for assigning a unique identity to the battery. It will either be printed or engraved on the battery. The economic operator placing the battery on the market should also make sure that the information contained in the battery passport is accurate, up to date, and complete. 
- Relevant information in the battery passport includes data about hazardous substances, durability, performance, capacity, removability, replaceability, recyclable content, carbon footprint, and proof of due diligence in the responsible sourcing of raw materials. 
Suppose a particular battery needs to be repaired or replaced. In that case, keeping the digital battery record will be passed on to the economic operator placing the repaired battery on the market. This is to ensure the information is available centrally and electronically in machine-readable content through easily accessible data services, even for third parties.

### What are the general requirements for the Digital Product Passport?

Apart from the requirements arising out of the regulations, manufacturers must consider several general DPP requirements. Taking these requirements into account will increase the acceptance of Digital Product Passports worldwide.

#### Flexibility
In global value chains, many stakeholders change periodically. Therefore, the required characteristics that a Digital Product Passport must contain should also evolve constantly. This demands a system that would flexibly add new companies, product attributes, and stakeholders and remove information that is no longer relevant.

#### Access Control
Some companies consider information and data about products’ performance and success as a confidential enterprise secret. To maintain the information confidential and prevent competitors from catching relevant knowledge, secrecy needs to be a requirement for the access control mechanisms of the system that implements the Digital Product Passport.

#### Data Quality
It must be noted that the Digital Product Passport will only be valuable if the information it contains is accurate, relevant, and verifiable. To avoid unnecessary information or “garbage in - garbage out,” the most viable technical solution is to ensure the highest data quality. This can be achieved by regularly performing audits and letting independent stakeholders verify the reliability of the information and processes used.

#### Inclusivity
Last but not least, the expense and technical requirements to implement the Digital Product Passport must not be too high that they exclude small economic players. Inclusivity means the standards that will be used for the solution must allow all players to access and build their own DPP mechanism. 

![in-Article](//images.ctfassets.net/scrf7o05zai3/Lqr3UhwiAC72ccoZEWatD/695865afed1caaf060a03bc7b8d1ef1b/in-Article.jpg)

### 5 reasons why you should start using Digital Product Passports

Here you can find five reasons supporting the use of Digital Product Passports:

#### 1. Increased transparency for consumers
Digital Product Passport regulation represents a solution to the lack of transparency surrounding product documentation. Consumers typically do not have easy access to information about a product’s materials and manufacturing, but DPPs attempt to change that.

In light of movements such as Right to Repair, information accessibility for consumers has been increasing, but Digital Product Passports represent a major breakthrough in terms of enhanced transparency.  It is important to highlight that informed customers are also happy customers because they have control over their choices and feel safe and confident in using a specific product. Information is the key to easing a client’s mind, that is why companies should invest in solutions that allow for greater transparency towards their customers. 

Therefore, DPPs will increase transparency for consumers and businesses, but they will also make waste streams efficient as recyclers will separate waste into correct channels.

#### 2. Tackling greenwashing
For manufacturers to have a positive impact on the environment, and for the global and European regulative community to achieve the climate goals, products should be kept in circulation for as long as possible. To tackle greenwashing, there should be a mandatory European standard for durability and repairability that will make eco-friendly products the norm in the market.

Consumers can’t know whether a product is repairable or recyclable unless the information is provided to them. Thus, Digital Product Passports can sustainably offer this information.

#### 3. Centralized information flow
Governments have mandated several informational flows required for different products. Some of these include energy efficiency ratings and [WEEE (Waste from Electrical and Electronic Equipment)](https://ec.europa.eu/environment/topics/waste-and-recycling/waste-electrical-and-electronic-equipment-weee_en) reporting. A Digital Product Passport is the one-stop-shop solution for providing all necessary information. This will benefit consumers and each stakeholder at every stage of the supply chain.

DPPs provide a single solution to manufacturers for their initial reporting. This allows them to enter all information into one central channel without any hassle. End-users also benefit as they have an easily accessible platform in case of any issues encountered during the product’s lifecycle. And for recyclers, it simplifies environmental reporting.

The director of the European Remanufacturing Council, David Fitzsimons has also reported that [data loss is one of the biggest threats](https://www.renewablematter.eu/articles/article/remanufacturing-a-vast-untapped-potential-for-circularity) to the circular economy. To improve the flow of information, DPPs are a must.

In short, the Digital Product Passport will centralize information flow, prevent data loss, and standardize procedures for each member of the value chain.

#### 4. Improved sustainability
As Digital Product Passports are expected to play a key role in a more circular economy, their impact on sustainability is the most important. DPPs will allow recyclers to sort waste more effectively due to awareness. This will also lead to recycled raw materials based on their actual grades. At present, there is a drop in quality when raw materials are recycled, and this happens because higher-grade materials can be recycled as lower-grade. This can be avoided by analyzing the information provided by Digital Product Passports.

Digital Product Passports also allow end-users to understand their product’s material footprint. For instance, you can know how much of the product is made of recycled materials. This helps consumers calculate the environmental impact of their purchases and make conscious choices.

DPPs provide comparisons between brand-new products and remanufactured products. This allows end-users to calculate their carbon savings.

Digital Product Passports make the process of repairing products easier. It allows repairers to access important information about the product’s components and find spare parts for the repair. This is especially important in the IT sector, where components vary slightly. With DPPs, alternative components used during repair are recorded.

#### 5. Information about consumer behavior
The implementation of Digital Product Passports provides information about consumer behavior, and this offers the opportunity to optimize products efficiently. This will promote upselling and direct customer service.

### How to start building Digital Product Passports
Sustainability measures are critical to your future, and Digital Product Passports will play a crucial role in the ability to reduce your potential environmental impact. Starting the journey can provide great commercial, competitive, and consumer benefits with the effects reaching as far as the enablement of second life operators to make informed product maintenance decisions. The sheer fact that a DPP strategy will allow recyclers to plan their recycling efficiencies carefully, and make new customers conscious of their purchase choices, will allow you to position yourself as a conscious brand. 

If your goal is reducing transparency towards your customers and reducing your environmental impact, Layerise is here to help you. 
Layerise provides a platform that acts as a digital assistant for physical products, allowing the customer to find deeper information about the product, be reminded of maintenance, confirm ownership, and track warranty and claims.

With Layerise, your company can reduce paper consumption deriving from printed user guides, owner manuals, registration forms, warranties, etc. In addition, by providing full support to customers regarding maintenance and repairing, you can prolong the product life cycle, reducing the overall consumption rate. Get started today or learn more [here](https://www.layerise.com/).

Your products will need a Digital Product Passport

- Seed investment, from existing investors, Ulrik Bo Larsen, co-founder of Falcon.io, as well as the two large European venture capital funds Headline (formerly e.Ventures) and Heartcore Capital (formerly Sunstone Capital)
- Investors are confident that Layerise will be a global SaaS success
- Layerise already sells 80 percent more than expected
- The interest is enormous, and Layerise has clients in North America, Europe, Asia and Africa

__Copenhagen, Denmark (June 23, 2021)__ – Layerise, the world’s innovating post-sales platform has closed a €3M seed round just a few months after raising €1M in pre-seed investment in September 2020. The money invested by Headline, Heartcore Capital and Falcon.io's founder Ulrik Bo Larsen will be used to further develop the organization and double the current number of employees (12) before 2021 is over. 

__Ervin Draganovic, co-founder and CEO of Layerise__ said:

> “The money will be used for further development of the organization in line with the positive market trends we see. This means we will focus even more on sales and product, which we want to scale even faster."

Layerise developed a digital assistant that has sparked interest from manufacturers from all over the world. It is a digital assistant for physical products that guides consumers of a given product more visually and interactively than conventional user manuals. Furthermore, it provides the manufacturers of physical products detailed knowledge about the end-users needs that they were not able to obtain earlier. 

Even though Ulrik Bo Larsen considers himself to be a selective investor, he believes in the global success of Layerise as it is already used for such diverse products as electric bicycles and motorcycles, garments, stoves, kitchen utensils, blinds, parasols and many others. Moreover, Layerise has been expanding to global markets at an exponential pace.

__Ulrik Bo Larsen, President of Cision Social and Chairman of the Board and investor in Layerise__ said: 

> "It's simply crazy how well they hit bulls-eye with a product that matches the market perfectly and where there is a clear need for it in the market.

> "Layerise can create a global SaaS business in a completely new market, and then they have developed and executed their go-to-market strategy at lightning speed." 

__About Layerise__

Founded in March 2019 by Ervin Draganovic (Weorder, Tattoodo & Tidal) and Emil Forsmann (Weorder & Tattoodo), the Layerise team has a track record of building some of the most used digital products and services. 

Layerise's digital assistant fills the gap that exists between the end-user and the manufacturer of physical products. It gives additional service to the consumer and provides data on usage and customer behaviour to the manufacturer. Layerise is a privately held company with HQ in Copenhagen, Denmark.

Layerise raises €3M in seed investment from existing investors to proliferate its growth

- Pre-seed investment, from e.ventures, Heartcore and Ulrik Bo Larsen, will accelerate growth 
- Layerise makes quantifiable improvements to customer post-sales experiences, through smart and customer friendly Product Assistants
- e.ventures Partner Jonathan Becker & Heartcore Partner Jimmy Fussing to join the board 
- Ulrik Bo Larsen, founder and CEO at Falcon.io, appointed as Chair of the Board

__Copenhagen, Denmark (September 15, 2020)__ – Layerise, the world’s innovating post-sales platform, has closed the largest ever pre-seed investment in Denmark from e.ventures, Heartcore and Falcon founder Ulrik Bo Larsen. A €1.05m pre-seed round led by e.ventures will be be used to commercialise the company’s already impressive product innovation and grow the development and commercial teams. 

__Ervin Draganovic, co-founder and CEO of Layerise__ said: “We were a bit unsure about how to raise money when it happened during a global pandemic, but we have experienced great interest. We have been looking for “smart money”, because the investors we get on board now, we have to be with for a very long time, so it has been important that they could contribute to all of our growth trajectories. We are sure that we have achieved this with this group of strong investors."

Layerise fills the gap that exists between the customer and the brand. It provides extra service to the consumer and delivers data on usage and customer behavior to the manufacturer. Layerise acts as a digital assistant for physical products. It allows the customer to find deeper information about the product, be reminded of maintenance, confirm ownership of the product.

Layerise has already helped clients such as Mate.Bike, LTP Group, Aguardio, Stella Fietsen & Oizom Fevo make substantial improvements to the customer product experience.

__Jonathan Becker, Partner at e.ventures__ said: "We firmly believe that companies need to step up their game in creating a great user experience, even after a product is sold. When I first met Ervin and Emil I was very impressed with their vision of redefining how brands interact with their customers driven by a beautifully designed product. I'm really happy they chose e.ventures over the many other investors who knocked on their door."

__Ulrik Bo Larsen, founder and CEO at Falcon.io__ said: 
“I got a deja vu for my own early journey with Falcon.io when I heard about Layerise. Like Falcon.io, they link things that are not linked today. It is a whole new category and no one knows exactly where this will end, but there is a huge potential. 

Ervin and Emil are both extremely savvy and I am impressed with their vision and the customers they have gained and the product they have built in a very short time without funding. 

They should preferably gain at least as much speed out into the world as Falcon.io had in the beginning.

I'm extremely selective with startup investments, probably not going to invest in quite a few things, but this is something I believe in and where I can use my experience from Falcon to help the team navigate their way around the next corner.”

__About Layerise__

Founded in March 2019 by Ervin Draganovic (Weorder, Tattoodo & Tidal) and Emil Forsmann (Weorder & Tattoodo), the Layerise team has a track record of building some of the most used digital products and services. 

Layerise's mission is to impact customer product satisfaction by acting as a digital assistant between the customer and the brand. Layerise is a privately held company with HQ in Copenhagen, Denmark.

Blog

Have a question?

Trusted by companies like