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The Zendesk Customer Experience Trends Report 2019

Meet us
at the top

Businesses produce a ton of data—so much that it can be hard to understand it all. We know it’s frustrating trying to sort out what really matters for your team. The secret is context, and we’re here to help you make sense of that data so your business thrives.

Get the report

Powered by data

The Zendesk Customer Experience Trends Report looks at what businesses are actually doing with the Zendesk Benchmark, the single best source of data for customer support. The data has been collected from 45,000 businesses using Zendesk across 140 countries. With this information the top trends in customer support were identified, helping teams understand how they’re performing against their peers, and how to improve their customer experience.

Customer Support Performance Scorecard

See how you measure up

It’s time for the real fun to begin. See how your team stacks up against the rest with the Customer Support 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 support.

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Your score

Bronze Silver Gold
{{dataObj.percentile | percentage}}
HOW YOUR TEAM CAN IMPROVE

You scored better than {{dataObj.percentile | percentage}} of customer support teams like yours.

Breathe easy, there are ways to improve, and we have some ideas to get your customer support on the right track. Take an omnichannel approach based on your customers’ preferences. Lean on self-service to help customers help themselves and to automate responses with AI. Connect data sources, and invest in an out-of-the-box analytics tool to quantify your performance.

The good news is you’re heading in the right direction. Here are some ideas to keep the momentum going: Integrate live channels and add content to your help center and community forum. Test drive an AI bot to tackle repeat requests, and connect all your data sources while tracking your team’s performance with robust analytics.

Congratulations, your team is handling customer support like a pro. Keep the momentum going by tailoring your omnichannel solution to your customers’ preferences and integrating self-service across every channel, including AI. Reach out to your customers proactively, and keep leaning on data to understand performance.

For more on what the top trends mean for your support 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.

Median CSAT %
you are here
0%
50%
100%

Get more benchmarks based on companies like yours.

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Average handle time
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One touch resolution
Percentage of support tickets solved with one response
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Ticket volume
Number of customer support inquiries per month
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Help center articles
Number of articles available for customers to self-serve
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Number of apps
Number of third-party and custom apps used

See how your team stacks up

Join the webinar
1

The Zendesk Customer Experience Trends Report 2019

Omnichannel is the way

Customers like switching between channels and picking the channel that best meets their needs. For example, baby boomers prefer phone support, while millennials and Generation Z like chat and self-service. Our findings show that 40% of customers prefer to use help centers before contacting support, but only 20% of teams provide self-service. An integrated omnichannel support solution keeps all your bases covered so you can meet customers wherever they are.

2

The Zendesk Customer Experience Trends Report 2019

Invest in your customer data platform

Your platform is the gateway to customer data. It’s the secret sauce to creating a seamless experience for customers and agents. About 66% of support teams are flying blind by not collecting customer feedback. Yikes. Customers don’t like repeating themselves, so businesses need to manage customer data during the entire customer experience. The key is making sure that a single record of your customer exists across every channel, device, and request.

3

The Zendesk Customer Experience Trends Report 2019

Lean on proactive engagement

Reach out to customers before they even know they need help. About 30% of support teams are currently using proactive engagement for sales and marketing—telling customers about promotions, discounts, and deals. But the true benefit of proactive engagement is reducing customer effort, preventing issues with a product, and minimizing support tickets for your agents.

4

The Zendesk Customer Experience Trends Report 2019

AI is the future

The good news is humans still like humans, but having artificial intelligence on your side will boost your customer experience. High performing businesses are twice as likely to team up with AI. Businesses using AI powered features by Zendesk have saved 225,000 agent hours and given 2,800 years back to customers. They’re resolving tickets 21% faster while handling six times the volume of requests. It’s time to join the future.

5

The Zendesk Customer Experience Trends Report 2019

Champion your agents

Customer support isn’t easy. Celebrate the people on the front lines every day with a supportive work environment. Roughly 90% of customer support managers predict that customer requests will increase in the next year. More tickets mean it’s time to support your support with an efficient workflow across teams and channels and by investing in data. The best support teams focus on metrics to get a bird’s-eye view of the customer and agent journey.

It’s webinar time

Go one step further with a webinar on The Zendesk Customer Experience Trends Report 2019. This is the space to benchmark your support team against others in your region, get more insights, and ask questions.

Register now

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