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Leading teams view support as an open and flexible platform High-performing support teams are more sophisticated when it comes to tracking and storing identifiers for customers—including emails, devices, and other demographic information—as complete customer records. Teams can then use this information to answer requests, engage proactively, and understand which customer segments have the most value. The best teams push data in and out of their support software using APIs, apps, and integrations, so agents have the information they need, and customers don’t have to repeat themselves. Scaling with an API-first approach APIs allow support teams to achieve scale, letting them manage a high volume of tickets, resolve requests faster, and ensure customers spend less time waiting. APIs let teams integrate with any other tools or services and quickly update customer records, create tickets, migrate ticket data, edit users in bulk, and search customer records to let agents find information. Taking an API-first approach also means developers don’t need to learn proprietary languages and frameworks and can instead use a single set of API endpoints for accessing customer data. Companies using APIs resolve tickets 21% faster, and their customers spend 35% less time waiting for agents to respond, all while managing more than three times as many requests.
Customer surveys, social media, and agent training are the three most popular, according to agents. Collecting customer feedback is a clear opportunity for support teams, with two-thirds not even relying on customer surveys like CSAT to inform their work.
Which tools/apps/integrations does your customer support teamcurrently use?
35%
Customer surveys
28%
Social media
27%
Agent training
22%
I don’t know
21%
Workforce management
13%
Collaboration
11%
CRM
11%
Billing and ERP
11%
E-commerce
11%
Marketing automation
8%
Translation
5%
BI and analytics
Companies using APIs 21% faster resolution for customers
% of surveyed customer service agents 0 10 20 40 30
35% less time spent waiting for responses
Smaller support teams are most at risk when it comes to flying blind without customer feedback. We found that only a third of SMBs have tools in place to collect customer feedback, compared to nearly half of enterprise companies.
Third-party apps and integrations mean a single view of data Pre-built apps and integrations give support teams visibility into customer data in other systems, enabling effective collaboration between agents and providing a consistent customer experience across platforms. Most companies in our sample rely on apps and integrations, with 89% of companies using at least one. High performers use a third more on average.
Support teams using customer surveys
30%
1-9 agents
31%
10-49 agents
35%
50-99 agents
39%
100-499 agents
46%
500+ agents
0
10
20
30
40
50
% of surveyed customer service agents
The Zendesk Customer Experience Trends Report 2019
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