8
14.7
12.7
15
The value of positivity Regardless of channel used, interactions that win a positive CSAT rating are replied to 2.5 times faster, resolved 4 times faster, and keep customers waiting only 20% of the time.
10.7
10
3.8
3.1
3.0
5
Good CSAT
Bad CSAT
0
First reply time
Resolution time
Requester wait time
Wanted: Quick and effective resolutions Most of all, customers value fast replies and agents with the know-how to tackle their issue. 24/7 availability is important for more than a third of respondents.
Agents understand customer priorities: They too think that for customers, efficient responses and quick resolution are the most important elements of a good experience. Nearly a third of agents said it’s also important for a support agent to be friendly.
Which are themost important aspects of a good customer experience?
Which are themost important aspects of a good customer experience?
Support agent knows how to resolve the issue
The support agent knows how to resolve the issue
42%
51%
49%
Customer is able to quickly resolve their issue
I can resolve my issue quickly
39%
Support is available 24/7 (in real-time)
36%
35%
Support agent is friendly
Support agent has the customer’s history and information on file so the customer doesn’t have to repeat himself/herself
Support is available through my desired contact method (e.g. live chat, phone, etc.)
35%
29%
25%
The support agent is friendly
Support is available 24/7 (in real-time)
24%
I don’t have to repeat my information
22%
Support is available through a customer’s desired channel
23%
I am able to find answers online without contracting an agent
18%
The company proactively reaches out to provide support
16%
The company proactively reaches out to provide support
15%
Customer is able to find answers online without contacting an agent
16%
13%
I am oered rewards or freebies
0
20
40
60
Customer is oered rewards or freebies
10%
% of surveyed customers
% of surveyed customer service agents 0 10 20 40 30 50
The Zendesk Customer Experience Trends Report 2019
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