Why CX, Why Now?

Transforming customer experience (CX) is more important than ever. But despite growing interest in the discipline, most companies have a long way to go to accelerate their CX efforts.

Join Maxie Schmidt, principal analyst at Forrester and Roshni Sondhi, director of customer success at Zendesk, and learn:

  • What drives the urgency to invest in CX.
  • How great CX drives business results.
  • How to get buy-in and share the business benefits of CX.

 
Watch this on-demand webinar now and get access to Forrester’s full report, “Why CX, Why Now”.


Maxie Schmidt is principal analyst in Forrester’s CX research team and lead Forrester’s research on CX measurement and customer feedback programs.


Roshni Sondhi is director of customer success at Zendesk and has spent over the last 10 years partnering with various companies on how to effectively plan and execute against a customer experience strategy.

2017 retail and ecommerce customer service trends

In the ever-competitive field of retail and ecommerce, customer support experience can be the difference between earning a loyal customer or an abandoned shopping cart.

Join Daryl Unger, director of customer experience at Plated, a fast-growing leader in the subscription-economy, and Josh Frank, product marketing manager at Zendesk, to learn more about delivering a customer-centric service experience to meet the evolving expectations of today’s retail customers.

During this webinar we discuss:

  • How Plated’s world-class customer service experience contributes directly to the company’s growth.
  • How you too can deliver a seamless service experience that both improves customer satisfaction and increases sales conversion rates.
  • 2017 trends in retail customer service and staying one step ahead of customer expectations.

Watch now!

Daryl Unger is the director of customer experience at Plated, a fast-growing leader in the subscription-economy, that delivers chef-designed recipes to cook at home. Daryl is a business operations industry veteran. He has over 13 years experience defining better customer experiences across many industries, as well as both start-ups and large companies.


Josh Frank is a product marketing manager at Zendesk where he leads go-to-market activities for Zendesk’s products. He is passionate about helping companies build better relationships with their customers.

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

If you're a fan of metrics, analytics, and other things with numbers in them, visit the Zendesk Benchmark page to see how your customer support stacks up against the competition.

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

If you're a fan of metrics, analytics, and other things with numbers in them, visit the Zendesk Benchmark page to see how your customer support stacks up against the competition.

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
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    Download the full report for full details and insights

    If you're a fan of metrics, analytics, and other things with numbers in them, visit the Zendesk Benchmark page to see how your customer support stacks up against the competition.

Zendesk research: behavioral cues

behavioral cuesIn this report, we take 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

If you're a fan of metrics, analytics, and other things with numbers in them, visit the Zendesk Benchmark page to see how your customer support stacks up against the competition.

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

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

Predicting customer satisfaction helps prioritize interactions and prevent churn

This report by Ovum, an independent research and advisory firm, features Zendesk's new Satisfaction Prediction tool. The report is available for complimentary download for a limited time.

Some might say the ability to see into the future belongs to psychics and fortune tellers, but predicting customer satisfaction isn't only for the clairvoyant (or someone doing manual ticket triage and making their best guess). It's now something we can all do when armed with the right tools and data.

Many companies today measure customer satisfaction. It's an important metric, but one that typically isn't being used to improve operations or help reduce customer churn. By applying machine learning and predictive analytics, you can now improve your customer relationships over the long-term, and can predict in the moment how likely a ticket is to receive a good or bad rating, allowing you to take action to ensure a positive outcome.

In the report, "Predicting customer satisfaction helps prioritize interactions and prevent churn," you'll learn from Aphrodite Brinsmead, Ovum's Principle Analyst, Customer Engagement:

  • Why customer satisfaction scores are so important
  • How Zendesk is using machine learning to predict and assign customer satisfaction scores to interactions
  • How Zendesk's Satisfaction Prediction tool marks a change in the way analytics will be packaged and sold

Modern Relationships: Predictive Analytics, Machine Learning and Meaningful Customer Relationships

Your company’s success hinges on building strong relationships with your customers, and relationships take work. Sometimes flowers and chocolates, too.

More than giving customers a single great experience, it’s vital to use data to provide a lifetime of great ‘dates’. In this 60-minute on-demand webinar, Jason Maynard, Director of Data and Analytics, and Dave Dyson, Senior Customer Service Evangelist, will show you how machine learning can help improve your customer relationships, and how Zendesk uses predictive analytics to improve our support and raise customer satisfaction.

This webinar will cover:

  • How you can use machine learning to improve your customer relationships
  • How predictive analytics impacts customer service agents
  • 4 business dating tips for forging more meaningful relationships with your customers

Jason Maynard

Jason Maynard is the Director of Data and Analytics at Zendesk. He heads up a team that builds products designed to unravel the complexity of customer relationships through data.

Dave Dyson

Dave Dyson is a Customer Service Evangelist at Zendesk's headquarters in San Francisco. Formerly a senior customer support manager, he now works to help share the best practices he’s learned to Zendesk’s customers.

Effort and Conversion: An Inverse Relationship

Laura Pappas

Less equals more when it comes to the relationship between effort and conversion. Contrary to long-held beliefs, the "delight factor" as part of the customer service experience yields less than simply meeting customer needs and valuing your customers' time.

So what makes a great customer service interaction? This 6-minute watch reveals that what customers really want is a quick and easy answer. Companies who offer self-service and/or live chat have been able to prevent customers from having to pick up the phone (more effort for them, more cost to you), and have increased conversion rates by as much as 20 percent.

3 Insider Perspectives on Removing the Roadblocks to an Effortless Customer Experience

Consider the impact of every contact center agent having the knowledge, tools and ability to provide a flawless experience; think about the results that are possible when an organization perfectly aligns their mission, vision, and values with the needs and expectations of both their customers and their employees. Envision all of this being the case for your organization.

This is not an easy task for even the most sophisticated of organizations: The complexity of today’s contact center is at an all-time high with a future indicating more channels to manage, increased customer expectations to fulfill, and a need for a frontline workforce that is, by no means, “entry level”. This doesn’t mean providing an effortless customer experience is impossible, it just means that you need to be ready to handle whatever comes your way.

Want to know more? Check out this white paper from ICMI, sponsored by Zendesk and Genesys to learn how to remove roadblocks and create an effortless customer experience.

Forrester Brief: Focus On Three New Service Experiences To Thrive In The Age of The Digital Customer

How to win over digital customers? Help them help themselves.

According to Forrester Research's April 2015 Brief: Focus On Three New Service Experiences To Thrive In The Age Of The Digital Customer, a preference for self-service is one of the most notable traits of the new generation of digital customers. In fact, in 2014 more U.S. online consumers used Web self-service than any other customer service channel.

It’s not only Millennial customers who are demanding self-service options. Forrester found that the change in preferences spans across all age groups. The report states, “Forrester data shows burgeoning usage for essentially every service channel, including web self-service, mobile apps, peer-to-peer support in communities and virtual agents.”

In an age where consumers demand that brands know who they are and what they like, customer service can be no different—it must be intuitive, customized, and supported across multiple channels and customer demographics. Forrester offers recommendations for guiding a better customer service experience via:

  • Social customer service
  • Proactive notification
  • Embedded service
  • Agent-assisted service
  • Virtual agent-assisted service

Forrester's brief: Focus On Three New Service Experiences To Thrive In The Age Of The Digital Customer is no longer available for complimentary download. See below for more great insights from Forrester:

Forrester's Predictions 2016: The eCommerce Gap Widens 

Forrester's Top 10 Customer Service Trends for 2016 

Forrester Names Zendesk a 'Strong Performer' in Customer Service Solutions for Midsize Teams

Customer Service in the Retail Revolution

Customer Service in the Retail Revolution

Retailers deeply understand the direct impact customer service experiences have on business outcomes. Modern technology has created drastic changes for both shoppers and stores. Online stores, social media, mobile shopping, and shopping apps have all impacted the way retail companies interact with their clientele, markedly increasing the focus on customer service within an industry that has always excelled in this area.

This paper, based on 15 interviews with customer service leaders around the world, examines practical implications for retailers operating with heightened customer expectations in an environment that is more global, and public, than ever before. We examine both the opportunities presented and the challenges faced by modern retail technologies and trends, with a specific focus on social media, holiday shopping, and customer advocacy.

Download the report to learn:

  • Why social media is the most important trend impacting customer service organizations today
  • How to avoid the annual "holiday dip" in customer satisfaction
  • How customer advocacy teams can present the voice of the customer to the larger organization
  • How to deliver a great customer experience in direct-to-consumer businesses
  • How to provide consistent customer service despite multiple purchase channels
  • How to scale without spending

7 Steps to Customer Experience Heaven

Annette Franz photo

We all know that delivering an incredible customer experience is key in keeping your customers not just satisfied, but also happy. Knowing where to start can be the trickiest part, but that’s where Annette Franz enters the picture.

Watch this recorded 45-minute webinar, where she shares the 7 steps to customer experience heaven. You’ll not only learn where to start, but who to include in the process, how to handle challenges that pop up along the way, and how to make sure the customer is at the center of every conversation. This webinar is a must-see for customer support and experience professionals at all levels, and you’ll walk away with actionable tips and tricks that can help you start transforming the customer experience at your company today.

The New Face of Customer Service

How to Hire the Best Customer Support Reps

Successful customer service is no longer about “handling” customer complaints and questions. Instead, it requires building real relationships. It means listening to customers everywhere and engaging them with personality and transparency. It means understanding customers fully as people and building a business that can sincerely connect with people.

The new face of customer service was written to help you navigate and reap the benefits of this new world of service. Learn about:

  • The changing landscape of customer relationships
  • Rewards of the customer economy
  • Fundamentals of new customer service

Creating Moments of Magic for Your Customers - Today and Every Day

Shep Hyken photo

Customer service is more than just a department or a job description - it’s a philosophy and an attitude, and it’s the way we do business. And when you embrace this philosophy, you know that getting to know your customers is the first step in building strong, lasting relationships with them.

Watch this 30-minute webinar, where customer service expert Shep Hyken will share steps for creating moments of magic for your customers - not just today, but every day. You’ll learn about managing the first impression, demonstrating knowledge to create credibility, techniques for dealing with confrontation, and more. This webinar is a must-see for companies who are customer-centric, as well as those who aim to be.

Forrester Names Zendesk a 'Strong Performer' in Customer Service Solutions for Midsize Teams

Zendesk was cited in The Forrester Wave™: Customer Service Solutions for Midsize Teams, Q4 2015

Customer service is the cornerstone of a great customer experience; however, delivering good service is difficult. A 2015 Forrester Research, Inc. report encourages companies to look for vendor solutions that enable the business capabilities necessary to deliver differentiated experiences.

Forrester Wave Names Zendesk a ‘Strong Performer’ in the 2015 Customer Service Solutions Report

In The Forrester Wave™, you'll learn:

  • Why providing good customer service is a win-win for customers and companies
  • Why customer service technology investments was one of the top five most focused investments companies made in 2015
  • Common challenges faced by customer service leaders as they seek to balance customer needs and operating costs
  • Why cloud-based SaaS solutions are targeted for midsized teams
  • Key evaluation areas for choosing the right solution for your needs

The full report is no longer available for complimentary download. See below for more great insights from Forrester:

Forrester's Predictions 2016: The eCommerce Gap Widens 

Forrester's Top 10 Customer Service Trends for 2016 

Forrester Names Zendesk a 'Strong Performer' in Customer Service Solutions for Midsize Teams

Manners Around the World

Being polite might seem easy: Someone does something nice, you say “thank you,” right? As it turns out, that all depends on your location. Manners are different all over the world. So doing business—especially providing customer service—in a world brought closer together by technology can be a daunting task.

One thing is sure: you need to treat people with respect. We hope this infographic will allow you to do just that, by helping you navigate the world of global manners.

But be warned, even within many countries, manners will differ from region to region, neighborhood to neighborhood, and person to person. Always do plenty of research when traveling abroad or interacting with customers in countries outside of your own.

Manners Around the World

How to Defuse Even the Worst Customer Situations

Randi Busse photo
The most difficult customer service situations demand more of customer service agents than just good intentions and the right attitude - —they can send even the most seasoned agent into red alert and require the communication skills of a crisis counselor.

Watch this 1-hour webinar where communication skills author, speaker, and psychotherapist Rich Gallagher explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Through tested techniques, lessons from behavioral science, and case studies, Rich will help you learn the delicate art of defusing even the worst customer situation - all while boosting your skills and confidence for dealing with any customer. This webinar is a must-see for agents and managers alike.