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The Zendesk Customer Experience Trends Report 2020

Follow the trends

Our team of experts reviewed data from 45,000 businesses using Zendesk across 140 countries. We compared how they use Zendesk with opinions from customers, agents, customer experience leaders, and sales leaders. From this information, we have identified the top five trends in our industry.

GET THE REPORT

Customer Experience
Performance Scorecard

See how you measure up

It’s time for the real fun to begin! See how your team compares to the rest with the Customer Experience Performance Scorecard. It’s simple—just tell us a little about yourself to see where you stand, and get the report on how to make the most of the biggest trends in customer experience.

Please select an industry
Please select number of employees
Please select customer type
Please enter a CSAT between 0 and 100
Please enter your first name
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Please enter your company name
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Your industry

Your company size

Your customer type

%
Gold Silver Bronze
gold headset silver headset bronze headset

HOW YOUR TEAM CAN IMPROVE

You scored better than % of teams like yours.

Congratulations, your team is creating loyal customers with every interaction. Keep up the great work by tailoring the contact methods you offer to your customers’ preferences and putting your self-service resources to work across channels, including AI and native messaging. Keep using data to understand your team’s performance and make decisions on the fly. And try out tools to make collaboration between your Sales and Customer Service teams even easier.

You scored better than % of teams like yours.

You’re on your way to making customer experience that sets you apart from the competition. To take things up a notch, consider adding live channels like chat and phone to resolve requests faster, and keep strengthening your help centre and community forum. Try out an AI bot to tackle repeat requests and connect the dots with data, allowing your internal teams to collaborate better, measure performance, and provide the personalised service customers want.

You scored better than % of teams like yours.

Relax, we have some ideas to help you create loyal customers. Offer channels based on your customer preferences and unify them into a single thread of conversation. Lean on self-service to deflect requests and connect data sources so agents don’t have to switch between systems. Next, use analytics to understand how you’re doing and try out tools to help your Sales and Customer Service teams work better together.

Relax, we have some ideas to help you create loyal customers. Offer channels based on your customer preferences and unify them into a single thread of conversation. Lean on self-service to deflect requests and connect data sources so agents don’t have to switch between systems. Next, use analytics to understand how you’re doing and try out tools to help your Sales and Customer Service teams work better together.

For more on what this year’s trends mean for your team, download the full Zendesk Customer Experience Trends Report:

Get the trends How to apply them

BENCHMARKS FOR YOUR TEAM

Learn how similar companies compare in terms of CSAT.

0%
100%
Your CSAT %
Median CSAT %

Most popular channels

These are the channels used most by other similar companies.

Get more benchmarks based on companies like yours.

Ticket Volume
Number of customer service enquiries per month
First reply time
Average time it takes a first response to reach a customer
Average handling time
Average length of a call per customer
One touch resolution
Percentage of tickets solved with one response
Help centre articles
Number of articles available for customers to self-serve
No. of integrations
Number of apps and integrations used to connect customer data

Want more on how your team stacks up?

Join the webinar

High performing teams are twice as likely to use an omnichannel solution that combines support, self-service, chat or phone

% of businesses using omnichannel
High performer: 53%, Moderate performer: 37%, Underperformer: 23%
1

Omnichannel support solution

Have a conversation

Customers wish to engage with businesses just like they do with family and friends. Channels such as chat, social messaging, communities and self-service continue to grow in popularity. Businesses which interact with customers across these channels are twice as likely to provide better experiences, since customers expect fast, personalised support.

90% of sales leaders say they collaborate with customer support on a daily or weekly basis

2

Collaborate in better ways

Function as one

Customers don’t see sales and support as separate teams when they interact with your company, and neither should you. It’s not enough to keep a record of how customers talk to agents and sales reps. Invest in an integrated tool that puts data to work across teams so it’s easier to engage with customers and collaborate.

Companies manage three times as much data as they did five years ago

Upward trending line-graph, data spanning 2015 to 2019
3

Open CRM platform

Connect customer data

It’s time to keep track of customer data so you can provide a more personalised experience and save customers the trouble of repeating themselves. The best performing teams use an open CRM platform to get a complete view of their customers and engage with them on a personal level.

High performing teams are twice as likely to use AI

% of businesses using AI
High performer: 10%, Moderate performer: 7%, Underperformer: 5%
4

Artificial intelligence

Raise the stakes with AI

AI is gaining momentum in making an impact on the customer experience. Businesses using AI increase agent productivity, resolve tickets faster, and scale their support. High performing support teams also use AI to build a self-service strategy. In fact, 84% of managers using AI to help customers have a self-service strategy in place.

CSAT ratings for agents increase by 2.3% every year they stay on the same team

Agent Tenure vs Agent CSAT | 0 Years: 85% CSAT, 3 Years: 100% CSAT
5

Support your support

Make them a priority

Invest in the people who engage with customers the most—your customer experience organisation. Empower your team with full context on how they are performing and ways to improve the customer experience.

Meet with our experts

Join our webinar and benchmark your business against others in your region, get more insights, and ask any questions.

Wednesday, 12 February

  • United Kingdom: 10:00 AM GMT / 11:00 AM CET

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