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.

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.

Zendesk Deep Dive: Customizing Insights Reports and Dashboards

Zendesk Deep Dive

We all know that data is invaluable, but to get the most bang for your buck, you've got to share the right data with the right audience.

In this recorded 60-minute webinar we'll show you how to tailor your Zendesk Insights dashboard and reporting for all your custom needs.

This webinar will be most helpful for customers who have created at least one custom report, or who are looking to. In addition to reviewing the different types of available reports and layouts, we also cover the Custom Embed Tool, which you can use to add additional styles, fonts, and branding elements.

Customizing Zendesk Insights

Customizing Zendesk Insights
Zendesk Insights is a platform for analyzing your team’s customer support interactions and their impact on your customer relationships and the health of your business. Because Insights lets you combine granular, down-to-the-touch support data with contextual information about your customers (like tenure, total spent, and Net Promoter Score—or just about anything else), your ability to create reports is limited only by your imagination.

If you’re comfortable using GoodData to create custom metrics and want to start designing actionable reports to enlighten and motivate your colleagues, this guide is for you. Customizing Zendesk Insights contains 14 examples of multivariate visualizations to provide you some business intelligence inspiration. You’ll see screenshots and read interpretations for sample reports that can be used for:

  • Optimizing support operations: fine-tuning processes for faster responses and happier customers
  • Root cause analysis: discovering what drives customer support costs
  • Proactive engagement: going to your customers first with product changes that could generate support requests

There’s something for everyone. Whether your team is 5 or 500 strong, Customizing Zendesk Insights will give you plenty of ideas for turning your business into a truly data-driven organization.

How to Migrate Your Help Desk System

How to Migrate Your Help Desk System

A data migration project is enough to strike fear into your heart, especially if you don’t do it routinely. When you decide to change a critical system like your help desk, how do you choose what information must stay and what should go? And after that, you have to actually move the data and keep it intact so those who rely on it can carry on with their jobs.

The complexity involved in moving help desk data from one system to another is undeniable, but with the right kind of planning and preparation you'll accomplish it—and see your fears should be reserved for something else, like...penguins?

Learn more about the four Ps of a successful migration strategy (and penguins):

  1. Planning
  2. Preparation
  3. Phases
  4. Post-migration

Going Beyond Support with Customer Engagement

Getting Started with Customer Engagement webinar icon

As your customer base grows, there comes a time when you need to engage your customers in a way where the focus is less on support transactions and more focused on long-term conversations and relationships. In this live, 30-minute webinar, you'll learn how to:

    • Set up an automated customer feedback loop through satisfaction rating surveys
    • Draw insights from analytics build into your Zendesk, and use it as a benchmark to measure the health of your customer service
    • Learn how to proactively engage your customers outside of a support ticket

This webinar is a must-see for anyone getting started with Zendesk!

How Zendesk Does Customer Service

Pam Dodrill photoWatch this live 30-minute webinar, where Senior Director of Global Customer Support, Pam Dodrill, will share how the Zendesk team supports its 30,000+ customers day-to-day and tries to make the customer service world a better place. She'll walk us through Zendesk's follow-the-sun support model, how to use data to provide more proactive support, and share some of the various initiatives that gets her team closer to our customers. This was one of our most popular sessions at our live Zen U events this past year — you don't want to miss it!

How Your Company's Customer Service is Being Graded Online

In this bold new era of online support, companies have had to get much more proactive about customer support. It's why we launched our Customer Satisfaction Ratings feature which enables companies to collect feedback from their customers, analyze that feedback, and fix any issues immediately. In some cases, we hope it can help companies revamp entire business processes in order to meet the needs of their customers.

This infographic should also help you get an idea of what customers are looking for when they find your company's website and start clicking around. Print this out and grade yourself. Be honest! Have your employees fill out a card as well, especially your customer support team. Great support can only come with great understanding of your customers needs. And when it comes to this little pop quiz, anything less than A+ should be unacceptable!
How Your Company's Customer Service is Being Graded Online