Zendesk research: retail and the holidays

retail and the holidaysThe holiday season does not bear good tidings for the retail industry’s customer satisfaction scores. As end-of-the-year shopping brings an influx of new customers, many companies struggle to keep up with the accompanying increase of service and support tickets. With retail customer satisfaction falling 6 percentage points this quarter, what are the reasons behind this seasonal dip in satisfaction? This Zendesk research report explores:

  • Year-to-year effects of seasonality
  • Ticket volume and agent workload during the holiday season
  • Benchmark metrics for customer satisfaction
  • How some retailers maintain high customer satisfaction when things get busy

Download the full report for full details and insights

Zendesk research: customer satisfaction

customer satisfactionCustomer satisfaction is a metric that measures how satisfied a customer was with a single support interaction. It seems like a simple thing, but there are a surprising number of factors that can impact whether a customer feels the interaction was negative or positive, and ultimately if they'll do business with you again. This Zendesk research report takes a closer look at customer satisfaction, including the:

  • Impact of first reply time
  • Customer’s use of various support channels
  • Correlation of customer tenure and customer satisfaction
  • Benchmark metrics for customer satisfaction

Download the full report for full details and insights

Zendesk research: customer self-service

customer self-serviceThe popularity of customer self-service is growing faster than ever. Increasingly, consumers are turning to their mobile devices to help themselves, leading to a decrease in direct interactions with brands and their support agents. As a result, companies are realizing that this trend toward self-service is not only cost-effective, but also leading to higher customer satisfaction scores. So how can companies increase the efficiency of their self-service? This Zendesk research report explores:

  • Self-service scores, a way to measure the impact of self-service offerings
  • The rise of the mobile consumer
  • Benchmark metrics for customer satisfaction
  • Download the full report for full details and insights

Zendesk research: behavioral cues

behavioral cuesIn this report, we take took a closer look at behavioral cues of customers and agents to better understand how these correlate with increased or decreased customer satisfaction. We attempt to move beyond typical metrics like first reply time and explore the often overlooked components of support interactions, such as what words like “sorry,” “please,” and “thank you” by agents can have on customer satisfaction.

This report also examines:

  • Valediction: Do interactions with the sign off “Best Wishes,” in comparison to “Best Regards,” “Cheers” and “Yours Sincerely,” have a lower customer satisfaction score?
  • Word count: Can a wordier request for help in an online form leads to lower customer satisfaction? How about email?
  • Email address: Are customers with Yahoo email addresses more difficult to please than Gmail users?

Read the full report to learn more insights and how they might be used to improve the service you provide

Customer engagement with agile customer care

Every interaction with a customer provides companies with an opportunity to not only provide a great experience, but to gather insights that can be used to improve processes and provide an even better customer experience. Agile customer care enables companies to use customer insights to improve:

  • Self-service options
  • Internal processes
  • Customer experiences

Learn more about agile customer care, read the report: Happy customers, happy bottom line

Top customer experience with agile customer care

Customers have more options than ever before. So any company looking to build long-term relationships, and not just single transactions, must invest in providing the best possible customer experience. Agile customer care enables support teams to increase productivity, improve efficiency, and reduce training by:

  • Resolve customer issues more quickly
  • Deploy agents more efficiently
  • Onboard and train new agents with fewer resources

Learn more about agile customer care, read the report: Happy customers, happy bottom line

In good company: Expand support beyond customer service

Supporting today’s customers requires an “all hands on deck” approach. Customer service is no longer siloed from the rest of the company—or at least it shouldn’t be.

Today, customer service is more proactive, engaging, and transparent than ever before and providing that kind of support requires input and assistance from other customer-facing teams. Whether it’s sales, billing, professional services, customer success, marketing, or a product development team, each team has a hand in interacting with the customer, and the more you can capture all those interactions in the same place, the more cohesive the customer experience.

Learn why Zendesk customers have added additional teams to their instance of Zendesk Support, and what their customers and support teams have gained as a result.

How Businesses use Machine Learning for Customer Experience

Leveraging data to predict customer satisfaction is more important than ever––it can help your business engage with customers proactively, improve operations, reduce customer churn, and improve customer relationships over the long-term. Think better support experiences for everyone.

Ken Landoline, principal analyst at Ovum, focusing on customer engagement, where he analyzes and tracks contact center hardware/software technologies and associated applications for both on-premise and cloud-based solutions.

Adrian McDermott, Senior Vice President of Product Development at Zendesk, will join Landoline to discuss how your business can use machine learning to provide a better customer experience.

Join us for a unique opportunity to learn from guest speaker Ken Landoline, Principal Analyst at Ovum, a market-leading research and consulting business.

This webinar will cover:
● How customer expectations and behaviors on support channels have changed
● The roles and impact of big data and machine learning on customer experience
● How predicting customer satisfaction helps prioritize interactions and prevent churn rates
● The future of data, analytics, and customer service

This webinar is complimentary, so feel free to spread the word and share with colleagues who you think might benefit from this.

IDC: Supporting Customer Experience Initiatives Through Productivity and Process

IDC: Supporting Customer Experience Initiatives

The customer experience is no longer limited to a single interaction. Today, the customer experience is an extended process that spans the lifetime of a customer’s relationship with your business. These relationships can last for the length of one phone call or many years. That’s why making each touchpoint of the customer experience satisfying is an imperative facing organizational leaders.

How do organizations ensure a quality customer experience? It starts with the employees who interact with customers every day. A positive employee experience works hand-in-hand with a satisfying customer experience.

A new research report authored by IDC analyst Mary Wardley discusses the importance of the customer experience, and the impact a good agent experience has on that goal. Wardley also takes a close look at how Just Eat, Medidata Solutions, and NatureBox have effectively utilized tools to support service and contact center agents in the pursuit of delivering a superior customer experience.

According to IDC, “A proactive pursuit of changing the organizational perspective to one based on the precepts of customer experience holds many benefits to the organization.” This report will help organizational leaders foster this change by:

  • Describing the modern customer environment. Today, customers engage in extended relationships rather than single interactions with organizations, creating the customer experience. Moreover, the channels that facilitate communication between customers and organizations are evolving and proliferating.
  • Detailing the top three important factors in achieving customer support, from both the customer and support agent perspectives.
  • Analyzing the agent experience and its relationship with satisfying support. IDC explains what leaders need to do to improve agents’ efficiency and retention, a company-wide effort.
  • Explaining the key role integrated internal systems, namely software, plays in a satisfying customer experience.

Bright Ideas: Customer Stories

Zendesk retail customer stories ebook

On the surface, business seems like nothing more than a series of transactions. But underneath business is about relationships—with vendors, employees, and most importantly, with customers. Smart, innovative companies know this and are moving to put customer relationships at the center of their business strategy.

This is a big deal. Putting relationships front and center radically transforms a company’s ability to build on loyalty, evangelism, and trust. And it’s the key to making customer service a distinct competitive advantage.

In this ebook, you'll get a view into how five organizations use Zendesk in innovative ways to create simple, seamless customer experiences.

You'll learn how:

  • Box connects with customers across channels and has leveraged our API to customize Zendesk while scaling
  • SwiftKey embeds customer service everywhere—especially through their mobile, responsive Help Center
  • The Federal Communications Commissions designed a better consumer experience by replacing 18 complaint forms with their Consumer Help Center
  • Le Tote provides in-the-moment mobile support through their app using the Zendesk Mobile SDK
  • The Wharton School increases employee satisfaction by using Zendesk and the Zendesk mobile app for all core services requests