Employee experience: How consumer expectations are shaping the workplace

The ubiquity of apps and service across many channels—phone and email, but also chat and platforms like Twitter—has created an expectation among consumers that service be seamless and omnichannel. This critical concept is starting to have a broader relevance across different facets of consumers’ daily lives, including where most people spend the bulk of their time: the workplace.

Employee expectations are evolving along with rising customer expectations. Your employees, after all, are consumers too, and they expect the same kind of service in their place of work—with benefits selection, payroll, the kind of laptop, even your interviewing and onboarding processes—as they do from the businesses they patronise.

Companies are taking note of the impact of employee experience on business performance. One study of companies named in “best places to work” lists found that between 2009 and 2014, the companies on Fortune’s annual list outperformed the S&P 500 by 84 per cent. This trend further compels departments, including IT and HR, to find ways to optimise their help desk strategy in order to meet employee expectations.

In this white paper, we delve into the major obstacles in and drivers of employee experience, and key ways in which Zendesk can help improve employee engagement, drive efficiency, and optimise team performance. Discover how Zendesk can help you deliver consumer-like experiences inside your company.