Gartner examines customer experience innovation for 2017

Bad decisions are, well, bad. Yet, it can be difficult to make good decisions without the right information. That’s why analytics are important—they enable you to make educated changes to your organization, rather than changes based on opinions.

The use of customer analytics to improve the customer experience has become an area of increasing focus for organizations. According to Gartner, “By 2020, more than 40% of all data analytics projects will relate to an aspect of customer experience.”

To distinguish your organization from others, the use of data to improve how your customers interact with your company is crucial. Gartner’s Survey Analysis: Customer Experience Innovation 2017—AI Now on the CX Map explores the customer experience projects of numerous organizations, as well as what makes them successful.

Gartner’s report discusses:

  • New and Continuing CX Improvement Projects in 2016
  • Projects With the Biggest Impact on Customer Experience in 2016
  • CX Projects Planned for 2017
  • Customer Experience Technology Investment Increases for 2017
  • Customer Analytics Priorities for 2017
  • Plans for Emerging Technologies in Customer-Experience-Related Projects
  • Measuring the ROI of CX Improvement Projects

To learn more about the customer analytics technology customers are investing in, access a complimentary copy of Gartner’s report Survey Analysis: Customer Experience Innovation 2017—AI Now on the CX Map for a limited time.

Survey Analysis: Customer Experience Innovation 2017—AI Now on the CX Map, N. Ingelbrecht, O. Huang.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Gartner: Knowledge Management Will Transform CRM Customer Service

Knowledge management can make or break your organization’s customer service. Not only can it impact productivity and profit, it can also affect customer and agent satisfaction.

But what exactly is knowledge management? According to Gartner, knowledge management is “a discipline that emphasizes an integrated approach to managing an enterprise’s knowledge assets: the information available to an enterprise about its “best practices,” critical business processes and operating environment.”

Proper knowledge management and self-service can help:

  • Reduce support costs
  • Improve your company’s ability to answer customer questions
  • Increase customer satisfaction

According to Gartner, “Improved delivery of contextual knowledge to an employee or customer reduces a provider’s time to answer by 20% to 80%, raising competency and satisfaction.” In this report, Gartner covers the impacts of good knowledge management as well as KM recommendations, such as how to focus on people and processes.

Download Gartner’s Knowledge Management Will Transform CRM Customer Service and learn how to create a knowledge management culture within your organization.

Knowledge Management Will Transform CRM Customer Service, M. Maoz, 9 November 2016.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

From Cost Center to Profit Center: the Potential ROI of Zendesk

Our 30 minute webinar discusses The Total Economic Impact™ of Zendesk, a December 2016 commissioned study conducted by Forrester Consulting on behalf of Zendesk that examines the costs and benefits of Zendesk. Among other important findings, the report reveals that Zendesk can have an ROI of 365% over three years.

This webinar also features a guest from New Balance, a Zendesk customer who participated in the study.

Learn how Zendesk's benefits outweighed costs in the following areas:

● Increased agent productivity
● Deflected customer interactions
● Improved agent experience and retention
● Avoided maintenance costs of previous platform

Ian JacobsIan Jacobs serves customer service application professionals. With a focus on the digital transformation of customer service, he is an expert in contact centers and. His research keeps a sharp focus on both customer experience and agent experience issues. Ian is an award-winning columnist, is regularly quoted in major global publications, and is a frequent speaker at industry conferences.

Streamlining Customer Service with In-App Support Solutions

customer support value

It’s no fun encountering a bug in an app when you’re in the midst of a battle or playing around with a snazzy filter. Unfortunately, that can’t always be avoided. App publishers, however, can be better prepared by offering in-app support so users can get help when they need it most.

According to an IDC report commissioned by Zendesk, as end users gravitate to mobile devices, customer service applications follow accordingly. IDC predicts that mobile-based CRM will reach nearly $830 million in 2020. It makes sense that as more customers rely on mobile apps, customer support will reach them in those apps. The reasons for this include the following:

  • Real-time response to customer requirements
  • Shift to interactions when, where, and how customers want
  • Multichannel support that is consistent across channels
  • Proliferation of mobile devices
  • Customer engagement through branded mobile applications
  •  
    In the report, Streamlining Customer Service with In-App Support Solutions, IDC lays out the how providing in-app support allows companies to provide customers with the quick, frictionless support they are increasingly expecting. The report also includes cases studies of how companies like Swiftkey are accomplishing this with Zendesk.

Uncover the true value of your customer support organization

customer support value

Uncover the true value of your customer support organization with the technology trends that matter most in 2017.

A recent survey by Gatepoint Research finds that 51% of Gatepoint survey respondents stated their leadership team views customer service as a potential competitive advantage. However, uneven service continues to be the main cause of customer frustration.

Download this free report to uncover key trends affecting your customer support organization and learn why:

  • Raising customer satisfaction scores is what matters most to them
  • Uneven service continues to be the main cause of customer frustration
  • Current customer support systems are hard to use and difficult to integrate

Forrester’s 2017 Customer Service Trends

Exceptional customer experiences have become the norm—these days customers expect seamless, helpful, and deeply personal service. In order to improve operations and deliver excellent customer service, businesses are taking on a customer-centric and technologically driven approach.

However, as self-service and digital interactions increase, it’s important for businesses to continue to build good customer relationships and foster lasting emotional connections.

Forrester’s report, 2017 Customer Service Trends: Operations Become Smarter and More Strategic (January 27, 2017), summarizes the top 10 customer service trends of 2017 that can help your business deliver excellent, human-centric customer service and, as a result, build customer loyalty, lifetime value, and advocacy—all of which positively affect top-line revenue.

Access your complimentary copy of Forrester’s 2017 Customer Service Trends:
Operations Become Smarter and More Strategic.

Gartner's FrontRunners Quadrant for Help Desk Software

If you’re a small business software buyer, your decisions can have a direct impact on your company. It’s important to consider your company’s needs in addition to the value and capability of each software.

Gartner is known as a key source for enterprise decision makers when identifying, evaluating, and selecting business software vendors, however, there is a newly launched FrontRunners quadrant powered by Gartner Methodology.

http://www.softwareadvice.com/help-desk/#top-products
FrontRunners scores and graphic are derived from individual end-user reviews based on their own experiences, vendor supplied and publicly available product information, and do not represent the views of Gartner or its affiliates.
 
The January 2017 FrontRunners for Help Desk Software is a data-driven assessment identifying products in the Help Desk Software market that offer the best capability and value for small businesses. That means no analyst interpretations. According to the FrontRunners methodology, “Data sources include user reviews and ratings, public data sources and data from technology vendors.” That way you can decide which help desk software system is best for your business for yourself.

To learn more about leading help desk software systems, access your complimentary copy of FrontRunners for Help Desk Software, January 2017.

Gartner Predicts 2017: CRM Customer Service and Support

2016 has challenged industry leaders to engage customers across all support channels, but the coming year, 2017, has taken a swift turn towards analytics and artificial intelligence (AI) to deliver better support interactions.

Customer service is going digital, and more and more customers expect seamless mobile support. With analytics and AI, support teams can tailor interactions to a customer’s needs and manage workflow and resource allocation. According to Gartner, “By 2018 50% of agent interactions will be influenced by real-time analytics.”

How will leaders in customer service improve customer experience with analytics and AI, and how will investments in these pivotal trends affect prospective employee skill sets and future roles?

Gartner’s key findings include:

  • Artificial intelligence (AI), a topic of interest for over 20 years, is at last finding rapid uptake as a tool to provide better customer service.
  • In addition to the power and productivity of AI harnessed for customer service, AI and automation will also disrupt the jobs of over a million customer service agents over the next four years.
  • Consumer messaging will overtake social media as the point of origin for customer support requests.
  • The use of virtual customer assistants (VCAs) will jump by 1,000% by 2020.

To learn more about Gartner’s predictions, analysis, and recommendations on using analytics and AI to deliver great support, you can access your complimentary copy of Gartner Predicts 2017: CRM Customer Service and Support.

Gartner Predicts 2017: CRM Customer Service and Support, M. Maoz, J. Davies, J. Sussin, O. Huang, and B. Manusama, N. LeBlanc, J. Robinson, 7 November 2016.

Forrester: Pinpoint opportunities for better customer service

In today’s customer-centric world, technology constantly challenges and transforms how businesses interact with customers. The question is, how can you make sure your business engages customers the right way? Are you giving them a reason to stay loyal?

Forrester’s report, Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service, offers insights that will help you establish a strategy, lead your customer service agents more effectively, and select the right technologies for better customer experiences. Included in the report is Forrester’s assessment tool for customer service.

Forrester’s December 2016, Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service, includes Forrester’s assessment tool for customer service to help you understand how your organization stacks up against more than 150 best practices that drive customer retention, customer loyalty, reduced cost, and increased revenue. This framework will help you:

  • Define strategy
  • Gain executive buy-in
  • Build stakeholder consensus
  • Manage customer service agents more effectively
  • Select the right technologies for loyalty-creating customer experiences

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.

Forrester's Vendor Landscape: ITSM SaaS Solutions

Many organizations in the infrastructure and operations (I&O) space rely on IT service management (ITSM) tools to manage processes. However, most of the ITSM solutions today are still anchored in basic problem management—incident handling—instead of intelligent problem solving—automation and workforce productivity. ITSM software can be a valuable tool for customer retention and growth, if you know the right questions to ask.

In this February 2016 report from Forrester Research, Inc., analyst Eveline Oehrlich and Elinor Klavens cover the five key questions that I&O leaders should answer to better employ ITSM SaaS solutions.

Access your complimentary copy to read Forrester’s analysis and recommendations for ITSM, such as:

  • ITSM must support digital business transformation
  • Understand people and process needs before selecting technology
  • Ask five questions to navigate the ITSM vendor landscape
  • The vendor landscape: ITSM suites, niches, and newcomers
  • The future will bring more automation and intelligence to ITSM

The full report, Vendor Landscape: ITSM SaaS Solutions, 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

Forrester Research: Use Digital Technologies to Improve Employee Engagement

How to improve employee engagement - Forrester

Increasing and measuring employee engagement is a priority for most companies, and yet how to achieve and maintain high levels of engagement remains elusive for most Human Resources (HR) teams. The pressure mounts as HR professionals attempt to sift through a rapidly-expanding vendor landscape of software solutions designed for this exact purpose.

Key to improving employee happiness, well-being, and commitment to a company’s culture and business objectives is a need to view employees as a customer of the business. At Zendesk we believe companies should ask: How are we serving our employees?

The great news is that by harnessing digital solutions, HR teams can improve employee engagement. In this April 2016 report from Forrester Research, Inc. by Claire Schooley and Paul D. Hamerman, you’ll learn why employee engagement is a corporate imperative today and why taking a digital approach will reduce employee turnover and lead to higher levels of customer satisfaction.

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

2016 eCommerce Predictions: The Gap Widens

The key eCommerce trends of 2016 present a now-or-never scenario to retailers. Either respond effectively to them or fall permanently behind.

Join us to learn about these trends from guest speaker Sucharita Mulpuru, VP & Principal Analyst at Forrester Research. We’ll share how retailers can succeed with mobile strategies, and how customer-obsessed B2B organizations can more effectively engage buyers across all key customer touch points.

Top trends we’ll discuss:
● How companies such as Amazon are gaining share
● Digital assistants making a splash
● Buy buttons are too early to be transformational

Gartner’s 2017 Magic Quadrant for the CRM Customer Engagement Center

2017 Gartner Magic Quadrant CRM

In a new report, Magic Quadrant for the CRM Customer Engagement Center 2017, Gartner examines the global market for customer service and support applications. The report notes that by 2019 “... over 85% of new packaged customer service and support software will be delivered on a cloud-based model, and SaaS will emerge as an essential selection factor for CRM customer engagement centers.”

In its analysis of service providers in the space, Zendesk is once again in the report’s Leader quadrant—moving higher in ability to execute and further in completeness of vision—which we consider to be a reflection of the success of our 101,800 customers. Their selection of Zendesk over more-complex legacy vendors is what keeps us in our leadership position, along with our product innovations over the last year (like text/SMS support, Satisfaction Prediction, and Channel Framework).

The Magic Quadrant for the CRM Customer Engagement Center 2017 report is available for complimentary download for a limited time. Read the full report to learn:

Gartner's 2017 Magic Quadrant for the CRM Customer Engagement Center

  • How Gartner views the current ecosystem of CEC technologies
  • Considerations for businesses looking to implement CEC technologies
  • Vendor capabilities for addressing the needs of today’s CECs
  • How Gartner analysts compare Zendesk to other technologies

The Magic Quadrant for the CRM Customer Engagement Center 2017 provides valuable information for business leaders seeking technology solutions for this critical part of the business.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Zendesk.

Forrester's Predictions 2016: The eCommerce Gap Widens

As anyone who’s ever developed or marketed a website knows, the Internet can be both a rewarding venue to do business and a challenging place to pursue a dream. For B2C retailers that are more mature in the commerce space, the Web is about stealing share from competitors. For B2B companies that are still fairly new to eCommerce, digital is not a channel but a goal to which they aspire.

2016 will be the year when both B2C and B2B companies have the opportunity to advance beyond their peers—or fall irretrievably behind.

New insights from Forrester Research delivers valuable information on how companies can win, serve, and retain customers. In this report from Forrester Research, Inc., analysts Andy Hoar, Sucharita Mulpuru, and Patti Freeman Evans, share how eBusiness professionals can succeed with mobile strategies, while offering up advice for customer-obsessed B2B organizations to effectively engage buyers across all key customer touch points.

Access your complimentary copy of Forrester’s Predictions 2016: The eCommerce Gap Widens (November 2015), and read top analysts’ recommendations on how best to address these areas:

  • Mobile becomes the primary computing device for many.
  • Digital assistants make a splash.
  • Self-service B2B eCommerce rivals full-service B2B commerce in importance.
  • Inside sales and customer service fill gaps created by internal B2B channel conflict.
  • B2B software vendors reposition eCommerce as "customer engagement".
  • B2B leaders still fail to accurately measure their omnichannel progress.

Forrester's Top 10 Customer Service Trends for 2016

In this January 2016 report from Forrester Research, Inc., analyst Kate Leggett states, "In the age of the customer, delivering differentiated customer service has become a strategic imperative".

Top 10 Customer Service Trends for 2016 summarizes the top trends in customer service that affect companies' ability to deliver effective customer service, deliver real value through service, and forge an emotional bond with customers.

Forrester Trends 2015

Access your complimentary copy to read Leggett's analysis and recommendations on the following 10 trends:

  • Trend 1: Companies Will Make Self-Service Easier
  • Trend 2: Field Service Will Empower Customers To Control Their Time
  • Trend 3: Companies Will Explore Emerging Channels To Reduce Friction
  • Trend 4: The Customer Service Technology Ecosystem Will Consolidate
  • Trend 5: Process Guidance Will Effectively Standardize Service Delivery
  • Trend 6: Prescriptive Advice Will Power Offers, Decisions, And Connections
  • Trend 7: Insights From Connected Devices Will Trigger Preemptive Service
  • Trend 8: Companies Will Explore Proactive Engagement
  • Trend 9: Organizations Will Strengthen The Customer Bond With Feedback
  • Trend 10: Empowered Agents Will Improve The Human-To-Human Experience

Gartner Predicts 2016: CRM Customer Service and Support

In 2015, industry leaders were challenged to innovate and engage customers across all support channels: mobile, social, phone, chat, email, self-service, in-app, IoT, and more. 2016 and beyond are shaping up to be even more challenging and complex.

How can leaders in customer service choose the right projects, stay focused, and continue to innovate in the future?

Access your complimentary copy of the Gartner Predicts 2016: CRM Customer Service and Support report to read Gartner's predictions, analysis, strategic planning assumptions, and recommendations in areas that promise to dominate the landscape into 2018, including:

  • The mobile customer service experience
  • Voice of the customer
  • Understanding customer intent
  • The Internet of Things (IoT)

This report is no longer available for complimentary download. Read more about this and other Gartner research on the Gartner website.

You might also like: Gartner’s 2016 Magic Quadrant for the CRM Customer Engagement Center

Gartner Predicts 2016: CRM Customer Service and Support, M. Maoz, J. Davies, J. Sussin, O. Huang, and B. Manusama, 17 November 2015.

2015 Gartner, Inc. and/or its affiliates. All rights reserved.

Industry Trends Webinar: The Future of Customer Service featuring Forrester Research

We believe that a look at the top ten customer service trends released by Forrester Research early in 2015 make one thing clear: customers expect businesses to innovate their way into the future, and to adopt and embrace the smart technology available today.

Ali

Watch this on-demand webinar and hear directly from guest speaker Kate Leggett, VP, Principal Analyst at Forrester Research, as she shares personal insights into the top three trends affecting your ability to deliver excellent service, retain customers, and increase top-line revenue:

  • Customers will embrace emerging channels to reduce friction
  • Customer service will adopt a mobile-first mindset
  • Companies will explore proactive engagement

Ali

Kate is joined by Ali Rayl, Director of Customer Experience at Slack. As a Zendesk customer for more than 3 years, and with a strong product, customer-centric philosophy, and tight integration with Zendesk, Slack as an innovative company that demonstrates each of these three trends.

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

Gartner: Why You Need To Rethink Your Customer Self-Service Strategy

Regardless of the industry, businesses everywhere are investing in customer self-service options to improve the customer service experience. In fact, according to a March 2015 report from Gartner, two-thirds of customer service interactions will not require the support of a human intermediary by the year 2017. As more and more businesses embrace self-service, research is beginning to show what works and what doesn’t for ensuring customer self-service satisfaction.

In the report, Why You Need To Rethink Your Customer Self-Service Strategy*, Gartner reveals its findings on how a strong self-service strategy can reduce operational costs, drive personalized customer experiences, and increase engagement. Among the many insights about self-service, you’ll learn why:

  • A customer self-service strategy should be part of a larger, holistic strategy
  • Self-service capabilities should be cross-channel
  • Information across all self-service engagements should be consistent and relevant
  • Self-service should take into account customer data insights for proactive support
  • Mobile self-service should be considered in any customer self-service strategy

Take your self-service strategy to the next level with a complimentary copy of the Gartner report Why You Need To Rethink Your Customer Self-Service Strategy.

The full report is no longer available for complimentary download. Read more about this and other Gartner research on the Gartner website.

*Gartner, Why You Need to Rethink Your Customer Self-Service Strategy, B. Manusama, 17 March 2015

Gartner’s 2015 Magic Quadrant for the CRM Customer Engagement Center

Gartner Magic Quadrant
Note: The 2015 Gartner report referenced below is no longer available for complimentary download. But good news: the 2016 Magic Quadrant for the CRM Customer Engagement Center is now available.

What’s important in the world of customer engagement today? In an April 2015 report, Magic Quadrant for the CRM Customer Engagement Center, Gartner explores the trends and technologies in the fast-evolving customer service and support arena.

In the 2015 Magic Quadrant, Gartner moved Zendesk into the Visionary quadrant. We’d like to thank our 52,000 customers for that move, which we believe highlights Zendesk as an innovative alternative to some of the more-traditional vendors.

"Our agents love [Zendesk] because it offers the perfect balance of simplicity and power." — Vodafone

“Zendesk does what we need it to do today, and its vision ensures it’s a solid alternative in years ahead." — Senior Adviser of Innovation for the Federal Communications Commission (FCC)

Read the full report to learn:
Gartner's 2015 Magic Quadrant for the CRM Customer Engagement Center

  • How Gartner views the current landscape of customer engagement centers (CECs)
  • Vendor capabilities for addressing the needs of today’s CECs
  • Considerations for businesses looking to implement CEC technologies

The Magic Quadrant for the CRM Customer Engagement Center provides valuable information for businesses leaders seeking technology solutions for this critical part of the business.

The 2015 report is no longer available for complimentary download. But good news: The 2016 Magic Quadrant for the CRM Customer Engagement Center is now available!

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Want to learn more about the new addition to the Visionary quadrant? Watch the Zendesk demo:

Forrester report: The Six Key Elements of Proactive Chat

In this October 2014 report from Forrester Research, Inc., analyst Kate Leggett explains why chat is gaining importance as both a pre- and post-purchase channel and outlines how chat has evolved from its roots to where it is today: proactive, and able to deliver predictive engagement.

At a high-level, Leggett also recommends that companies continually refine the following six steps in order to see value from a proactive chat strategy:

  • Step 1: Pinpoint journeys that will benefit most from proactive chat
  • Step 2: Target customers who have the highest intent to purchase
  • Step 3: Determine when to intervene
  • Step 4: Determine what to offer the customer
  • Step 5: Don’t overlook the presentation of the offer
  • Step 6: Don’t forget to invest in your chat agents

The full report is no longer available for complimentary download. Read more about the report and purchase a copy at the Forrester website.

Gartner Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement

We know that customer engagement is at the forefront of conversation in the customer service space, and in 2015 industry leaders will continue to be challenged to innovate and engage customers across all support channels. In fact, today’s contact centers are tomorrow’s engagement centers.

A recent report by Gartner states, "No rallying principle in the enterprise matters more than the creation of superior customer engagement. IT leaders will need to innovate in engaging customers on all channels and have the metrics to choose the right projects."

Yet how can leaders in customer service continue to innovate, or choose the right projects?

Access your complimentary copy of the Gartner Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement report to read Gartner's analysis and recommendations, based on the following strategic planning assumptions:

  • "By 2018, 5% of customer service cases will be initiated by Internet-connected devices, up from 0.02% in 2014."
  • "Over 100 of the 500 largest global businesses will introduce video-based chat by 2018 for customer-facing interactions."
  • "By 2017, one-third of all customer service interactions will still require the support of a human intermediary."
  • "By 2018, 75% of social-only customer service agents will be blended into the customer service agent pool."
  • "By 2018, 50% of agent interactions will be influenced by real-time analytics."

The full report is no longer available for complimentary download. Read more about this and other Gartner research on the Gartner website.

Gartner Predicts 2015: Weak Mobile Customer Service is Harming Customer Engagement, M. Maoz, J. Davies, J. Sussin, O. Huang, B. Manusama, and S. Slaymaker, 11 November 2014.

2014 Gartner, Inc. and/or its affiliates. All rights reserved.

True stories of customer service ROI


Any manager whose business thrives when customers are happy immediately understands the value of excellent customer service. The connection between customer satisfaction and future revenue is well established. The business challenge lies in providing exceptional customer service while at the same time maintaining cost-effective operations. The system used to support customer service has a significant impact on both business outcomes and costs.

Based on in-depth interviews with Zendesk customers, this paper investigates the value that customers have received from their investments in Zendesk, a cloud application for better customer service.

These customers reported significant, measurable operational savings from their use of Zendesk, in addition to gaining a wide range of qualitative business benefits. Frequently reported areas of quantifiable value include:

— Increased agent productivity
— Decreased ticket volume
— Avoided costs for in-house deployment

This paper also considers other key benefits experienced by Zendesk users including increased visibility, accountability, better customer service, and flexibility.

Download the full report: True stories of customer service ROI

Zendesk commissioned Dimensional Research to interview active customers in order to obtain in-depth feedback on the actual value received. Dimensional Research conducted telephone interviews with Zendesk customers, and this report is a summary of those conversations.

Want to know what your ROI with Zendesk could look like? Check out our ROI calculator

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