14
Custom apps put data to use for agents Sometimes pre-built apps and integrations aren’t enough. Support teams need to put customer data to use to give agents context, improve agent workflows, and get insights from analytics. This can be done by creating custom apps that extend a support solution’s functionality to give agents more information. For example, if an IT team that maintains employee computers wants to include details about each machine in the support tickets that employees submit, they can. This team could define a new computer object type and then create an object for individual computers to store details about each one. Companies using custom apps resolve customer requests 44% faster, all while managing 5.5 times the volume of requests. High performers are 25% more likely to use custom apps.
What was the primarymotivation for your team to add a newchannel?
35%
Our customer base has grown
We had to increase responsiveness to maintain or improve customer satisfaction
28%
It was part of the software package
27%
23%
New leadership
20%
We needed to reduce costs
% of surveyed customer service managers 0 10 20 30 40
No custom app
1+ custom apps
B2C companies are leading the way in providing seamless support, embedding support channels like self-service, email ticketing, and chat natively into websites, smart devices, and mobile apps so it’s easier for customers to reach out. High-performing support teams are also more likely to embed support natively.
15
12.8
10
7.1
6.8
3.8
5
High performers do more to embed support natively
0
Requester wait time
First resolution time
24% more likely to use the Web Widget
16% more likely to use the Mobile SDK
The best support teams lean on customer data In addition to better managing customer requests and giving agents the full context, an open CRM platform powered by customer data gives support teams the power to easily add new channels and embed support natively wherever customers want to get in touch. 79% of customer support managers told us they are adding at least one new channel in the coming year, pointing to a growing customer base and the need to increase responsiveness as their leading reasons. The top channels managers think they’re launching are email and chat/messaging, with 23% and 20% planning on launching those respectively.
Use of Zendesk’s Web Widget, which lets support teams serve up self-service content, a contact form, live chat, or a callback request on the web, is driven by consumer-facing companies. B2C companies make up 53% of companies using the Web Widget. The same is true for Zendesk’s Mobile SDK, which allows companies to put support into their customer-facing mobile apps. Companies in the Entertainment and Gaming, Travel, Marketing, and Financial Services industries are leading the way when it comes to embedding support in their mobile apps. Two of the top four—Travel and Financial Services—were ranked as the industries with the best customer experience by customers.
The Zendesk Customer Experience Trends Report 2019
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