The science behind satisfaction prediction

August 9, 2017

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?

May 23, 2017

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?

March 16, 2017

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

February 17, 2017

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

September 27, 2016

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

April 1, 2016

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

March 22, 2016

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

March 15, 2016

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

December 1, 2015

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

July 16, 2015

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

April 8, 2015

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?

February 4, 2015

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

June 1, 2014

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

March 31, 2014

Five fabulous customer tips on customer satisfaction.

Want to maximize survey response rates? Try this strategy

December 12, 2013

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

February 4, 2013

There’s 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

January 21, 2013

One of Zendesk’s 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.

October 5, 2011

Opaqueness is plaguing the customer service industry, endangering the world’s 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. It’s a brilliant move […]

Webinar: Learn About Our Customer Satisfaction Ratings Feature

May 9, 2011

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

April 29, 2011

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 […]