10
Younger people are much more comfortable with self-service: Almost three-quarters of Gen Z respondents and more than half of millennials said they start with a search or a company’s help center. Younger people also tend to be more enthusiastic about contacting support over chat, social media, and text.
Howdo you typically resolve your issues with a company?
Millennials
Baby Boomers
Gen Z
Gen X
80
80%
72%
67%
60
56% 53%
52%
43% 44%
40
34% 34%
33%
27%
20%
16%
20
7%
3%
0
Phone call
A search engine or FAQ/help center
Chat
Social media
The case for omnichannel support
Among companies using Zendesk, chat, phone, and Facebook are the fastest-growing channels. More high-performing support teams are using live channels in particular: High performers handle a third more of their tickets using live channels like chat and phone support. And live channels mean customers get responses that are faster by orders of magnitude. Replies over chat and phone happen in a matter of minutes, while responses to tickets created over email and webform take hours on average. Taking a true omnichannel approach—integrating traditional support channels, self-service, chat, and phone support—gets results. This approach allows companies to take advantage of better-performing live channels and even improves the performance of standard channels like email and webform.
When we looked at support teams’ performance before and after adopting the Zendesk Suite, Zendesk’s out-of-the-box omnichannel solution, we found that two months after using the Suite, these companies’ customers spent nearly 10% less time waiting for an initial response and saw requests resolved 17% faster.
Companies using the Zendesk Suite 10% faster replies to customers 17%
faster ticket resolution
The Zendesk Customer Experience Trends Report 2019
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