The science behind satisfaction prediction
We dive into the guts of Satisfaction Prediction to explain how it can help raise your company’s overall CSAT score and maintain happy customers
How customer-centric is your organization?
When companies succeed at putting customers first, customers are more likely to advocate for and stay with a company longer. A customer-centric company’s good reputation is likely to bring in new shoppers because consumers are more willing to purchase from a company they believe will treat them well and personalize their experiences
Which comes first, the customer or agent experience?
Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer? I believe, like all healthy and prosperous relationships, that they are intertwined and
3 ways to improve CSAT
Wouldn’t you want to know if your customers are unhappy, and if so, why? Understanding a customer’s pain points can help you improve your business and better serve your customers
Managing customer satisfaction surveys and ratings
Today, as part of our Zendesk on Zendesk discussion series, I’ll shed some light into how we navigate the intricate workings of the CSAT survey and ratings, including a newer Zendesk feature that lets you drill into the reasons
Report: Predicting customer satisfaction is the future of great customer service
Most companies measure customer satisfaction, and while it’s a very important metric, it looks backward at events that have already happened (“How would you rate the customer service you received?”). But what if you could predict in the moment
Tip of the Week: What to expect when rolling out Satisfaction Prediction
Satisfaction prediction has the potential to change the way your team processes customer support requests. See what to expect as an advocate and as a manger in this Tip of the Week
Let the machines do the learning: Introducing Satisfaction Prediction
Support agents have a lot on their plate. Agents must respond to a wide variety of questions, constantly flexing their problem-solving muscles, while also working to keep the customer satisfied
Use customer surveys to innovate your customer experience
There are lots of ways to collect customer feedback—even from afar. One of the most common tools is a customer survey—NPS®, Transactional CSAT, Global CSAT and Customer Effort Scores are a few common survey types. Here’s is an overview of each
How Tennessee’s government maintains an 84.5% CSAT score
In most government agencies, extensive procurement regulations means it can take months to build and implement software. However, Deputy Commissioner Dustin Swayne told us the Department easily
Meeting customer expectations… at scale
Meeting expectations. It doesn’t sound thrilling, or particularly hard. In fact, it sounds like the note your professor might scrawl on a “C” grade term paper: “meets expectations.” But in the world of customer service
Who’s winning the game of customer satisfaction?
When customer satisfaction is on the rise, everyone wins. Unfortunately, the Q4 Zendesk Benchmark showed a dip in global satisfaction for the last quarter of 2014. The good news is
Understanding the art of customer satisfaction
Last week in London, leaders and innovators from the world of customer service gathered to discuss a single issue: the art of customer satisfaction. From the discussions of the day, one idea rose to the top
Community tip: The fab five for customer satisfaction
Five fabulous customer tips on customer satisfaction.
Want to maximize survey response rates? Try this strategy
You can control when to send your surveys, and data from 80M Zendesk customer satisfaction surveys can show you how to maximize response rates by adjusting when you send your surveys
Simplified IT service management, part 3
Theres nothing more customer-centric than actually asking your internal customers how happy they are with your service. Our own Zendesk Benchmarking shows a great customer satisfaction figure of 95% for IT Services
Tip of the week: customizing customer satisfaction
One of Zendesks most popular features is our built-in customer satisfaction survey. Customer satisfaction allows you to track how well your agents and customer service organization as a whole are performing on a ticket by ticket basis
Got Amazing Customer Service? Prove It.
Opaqueness is plaguing the customer service industry, endangering the worlds most precious commodity: happiness. To combat this alarming trend and bring transparency to the masses, a few visionary companies, such as 37signals, Shopify and Mailchimp, recently created customer support-review pages that display users ratings of customer support separate from product reviews. Its a brilliant move […]
Webinar: Learn About Our Customer Satisfaction Ratings Feature
All webinars have been moved here. Original air date: May 4, 2011 Every business measures its success by tracking a variety of metrics, from opportunities and sales to revenue and expenses. But there is one metric that holds the key to the future of every business customer satisfaction. Now, with Zendesk, your company can […]
Increase efficiency, drive down cost, and improve customer satisfaction all at the same time
How can your organization increase efficiency, drive down cost, and improve customer satisfaction all at the same time? By getting it right the first time. Increasing first call resolution (FCR) is an incredibly powerful way for a call center to achieve success. Call center consulting company SQM contends that every 1 percent improvement in FCR […]