23
Bigger companies are twice as likely to offer training
Put data towork High-performing support teams are better at tracking key metrics to understand customers’ issues and make updates to improve operations. Only about half of agents agree they have adequate tools for measuring and reporting on the metrics that are most important to their support team, and almost 40% are neutral.
21% of teams with 1–99 agents use training tools
42% of teams with 100+ agents use training tools
Build in collaboration and automation Enabling the right workflows across teams is essential to get customer requests solved effectively. 60% of agents said they’re collaborating across Customer Service, Sales, and Marketing teams to get customer requests resolved. High performers are more likely to lean on automations and advanced features to handle requests efficiently, meaning more triggers, more automations, and more macros. Triggers remind agents of important workflow steps, and macros optimize workflows by automating responses that can be answered with a single, standard reply.
My immediate teamhas adequate tools for measuring and reporting success.
11% disagree
52% agree
37% neutral
An even lower share of companies using Zendesk are actually relying on analytics: Only 40% of companies using Zendesk have enabled analytics to track performance. Companies that are truly investing in analytics are reaping the benefits. High performers are more than twice as likely to be using Zendesk Explore, which provides analytics for businesses to measure and improve the entire customer experience. When we looked at companies that are most sophisticated in their use of Explore compared to everyone else, we found that top companies are 44% faster to respond to customers and spend 60% less time keeping customers waiting, all while handling more than six times the volume of tickets.
Low performers
High performers
30
27
19
18
20
13
10
4
3
0
# of macros
# of automations
# of triggers
The Zendesk Customer Experience Trends Report 2019
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