Forrester examines potential ROI of Zendesk

Upgrades, upgrades, upgrades. Everyone is doing them so you ask yourself, should your business upgrade systems too? It seems like there’s always a better version, or a better type of software. While implementing new and improved systems can help your business scale and save your company money, it’s important to know if new software is worth the transition.

Zendesk recently commissioned Forrester Consulting to conduct a study that evaluated the financial impact of Zendesk on organizations. Forrester interviewed five customers and conducted a financial analysis. In this study, Forrester lays out the benefits and costs of Zendesk’s family of customer service products, with the analysis pointing to benefits of more than $3.1 million.

Benefits outweighed costs in the following areas:

  • Increased agent productivity: Organizations reported a 15-second improvement in average call length each year.
  • Deflected customer interactions: Self-service interactions reached 20% of total interactions and for each self-service deflection, approximately $15 per interaction was saved.
  • Improved agent experience and retention: Customers reported a reduction in agent turnover of more than 15%.
  • Avoided maintenance costs of previous platform: Consultants were no longer needed to support the previous agent platform, resulting in an average savings of $150,000 per year.

Make sure Zendesk is right for you. Read about the potential return on investment from implementing Zendesk’s family of products in Forrester’s The Total Economic ImpactTM of Zendesk, a December 2016 commissioned study conducted by Forrester Consulting on behalf
of Zendesk.

Gartner: Top Use Cases and Benefits of Consumer Messaging Apps for CRM

Odds are you've heard of Facebook Messenger, WeChat, Kik, Line, or Snapchat. Maybe you’re even an avid user of a few.

With the emergence of yet another form of communication, people are spending more and more of their time in social messaging apps. The Gartner report cites, “eMarketer projects that 2.19 billion consumers will use consumer messaging apps by 2019.” Social messaging apps are quickly becoming another space for businesses to meet customers and exceed support expectations, as well as to explore deeper and sophisticated methods to engage your customers.

Gartner’s report, Top Use Cases and Benefits of Consumer Messaging Apps for CRM, offers the top messaging app use cases to learn from, the benefits of consumer messaging apps, and recommendations for businesses, including how to:

  • Increase brand recall with consumer messenger advertisements.
  • Deflect support costs by solving customer issues over consumer messaging applications.
  • Explore ways to generate new business using consumer messaging apps for digital commerce

Access your complimentary copy of Gartner’s Top Use Cases and Benefits of Consumer Messaging Apps for CRM.

Gartner: Top Use Cases and Benefits of Consumer Messaging Apps for CRM, J. Sussin, 3 August 2016.

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.

Gartner: CRM Applications Will Fail Without Consideration of Customer Empathy

Artificial intelligence and machine learning are game-changing technologies, but they won’t help your business leap forward if you don’t also build customer empathy into your customer process design. According to a recent report* by Gartner, “Through 2020, businesses that deploy CRM technology in such a way that it reflects empathy toward the customer are three times more likely to fend off a digital disrupter.”

While it’s still early days for being able to measure the economic impact of empathy in business, it’s worth noting that companies that have successfully disrupted existing business models did so because of the empathy they felt for customers dealing with inefficient processes and experiences.

The report explains why it will be important for CRM leaders to:

  • Highlight the potential impact of empathy on existing business models and obtain support from executive leadership to make systems empathetic.
  • Focus technology and process investment on empathetic improvement.
  • Use the voice of the customer (VoC) initiative to glean a critical understanding of what will drive customer empathy.

Access your complimentary copy of Gartner’s CRM Applications Will Fail Without Consideration of Customer Empathy (August 2016)

*Gartner, CRM Applications Will Fail Without Consideration of Customer Empathy, Michael Maoz, August 2016

Gartner's The State of Customer Experience Innovation 2016: Customer Analytics Gets Critical

There's no denying it, businesses that want to prioritize customer experience will need to make big investments in customer analytics solutions. In fact, according to a recent Gartner report, "by 2018, 50% of agent interactions will be influenced by real-time analytics".*

For organizations to make the most of the technology offered, they must understand which data strategies and metrics are most impactful for improving the customer experience. Gartner offers insights for improving customer experience:

  • Customer analytics has taken an important role in improving the customer experience.
  • A majority of businesses will invest in customer experience technology in 2016.
  • Measuring customer experience is an ongoing obstacle for many organizations.
  • Both predictive and prescriptive analytics are necessary for a thorough understanding of the customer experience.

Access your complimentary copy of Gartner's The State of Customer Experience Innovation 2016: Customer Analytics Gets Critical (May 2016).

*Gartner The State of Customer Experience Innovation 2016: Customer Analytics Gets Critical, Nick Ingelbrecht, Olive Huang, Julie A. Meyer, May 2016

Improve employee satisfaction in just a few clicks

It’s an unspoken goal of all companies: attract the best workers you can and then keep them happy. In many companies, that job -- and everything related to it -- falls to HR. In its 2016 Global Human Capital Trends report, Deloitte asserts that HR needs to move toward more “human-centered design” if it wants to improve employee productivity, engagement, and satisfaction within HR services.

It makes sense. Today’s professionals live and work in an increasingly digital world and demand instant access to information via multiple channels. HR tools that cater to this reality improve employee productivity (good for business) and satisfaction (good for people and business). But too often these tools are applied to only one or two functions, such as payroll and benefits.

A new report, “HR’s Shifting Service Mindset,” explains how implementing an HR Help Desk solution as a supplement to other HR operations significantly increases employee engagement and satisfaction-- putting it front and center when it comes to business tools that effect real change.

The report includes case studies and expert insights that illustrate:
● Why the status quo isn’t working anymore
● What a new approach looks like
● How customer-centric HR Help Desk positively impacts employees

Nucleus Research: Zendesk yields high ROI for Trustpilot

Trustpilot and Zendesk ROI - Nucleus Research

Founded in 2007, Trustpilot is an international provider of user-generated reviews of online businesses with customers in more than 60 countries and users in twice as many locations. Trustpilot connects potential customers with the experience of others to help consumers make informed decisions. Prior to Trustpilot’s 2012 adoption of Zendesk, support staff was using information e-mail and Google Docs to track review-related inquiries and cases. They realized it was time to formalize and modernize their review process and chose Zendesk as the cloud-based solution that would help them improve the customer experience.

According to a report published by Nucleus Research, Trustpilot’s use of Zendesk has yielded a return on investment of 1272 percent and a cost benefit ratio of one to three. For Trustpilot, this means an average annual benefit of more than $428,000. How do they receive such a high return? This report includes:

  • Trustpilot’s story—from inefficient e-mails and Google Docs to the implementation of Zendesk
  • The reasons Trustpilot chose Zendesk to automate the help desk process, support multiple sites and languages, maintain the quality and reliability of their reviews, and sustainably scale for future growth
  • The key benefit areas, both direct and indirect, that lead to Trustpilot’s high return on investment
    Key cost areas considered in calculating Trustpilot’s return on investment

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.

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