Best Practices

Make the most of this year's trends

With so much changing, it can be hard for CX teams to know what to do next. Just answer a few questions to find out where you stand and how to take your customer experience to the next level.

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01

Benchmarks for companies like yours

XX%

CSAT

X hrs

First reply time

XX%

Monthly knowledge base views

XX%

Use 2+ support channels

XX%

Offer support over messaging

XX%

Moved to fully remote work

Where companies like yours plan to invest

Area 1

Area 2

Area 3

02

Become a CX Expert

If you want to know what high-performing teams that look like yours are doing to deliver great CX, look no further. We researched best practices for beginners, seasoned pros and everyone in between.

Make it easy for your customers

Stay connected

Offer the right support options

XXXX XXXX XXXX

Help them help themselves

Get issues solved faster with self-service

XXXX XXXX XXXX

Set your team up for success

Collaborate better

Work smarter across channels and agents

XX% of CX Experts use collaboration features

Understand Your Customers

Connect data for better service

XX% more data managed by CX Experts compared to last year

Scale support

Intercept more requests by adding knowledge

XX% of CX Experts added knowledge content

Keep your business in sync

Manage change

Pass down change and keep agents motivated

Measure success

Understand how you’re doing and how to adapt

XX% of CX Experts use a reporting tool

Customise your CX

Tailor with apps, integrations and developer help

XX% of CX Experts use apps and integrations

Get started with Zendesk

About this data

This data is from companies participating in the Zendesk Benchmark in 2020. Benchmarks at the top of this page represent averages for companies like yours, based on Zendesk data and findings from global surveys. Metrics related to becoming a CX Expert are based on data from companies that are above average in their support performance and share your team’s audience, company size and monthly request volume.