Chart a path for customer service success
To unlock growth, companies must deliver the experiences that customers expect, but it’s a high bar. By answering just a few questions, you can find out where you stand and what you can do to push your customer service to the next level.
Benchmarks for companies like yours
Here are key benchmarks to help you see where you stack up compared to your peers.
Drive growth with best-in-class customer service
High-performing teams are standing head and shoulders above the rest. Here’s what they’re doing and where you should focus your efforts to drive top-notch customer experiences—every time. For a more detailed playbook on things you can do to boost your customer service performance, visit Chapter 6: Focus on service quality above all else.
Meet customer expectations
Customers want choices when it comes to how they engage with companies. Find the right mix for your unique customer base.
Don’t send your customers down a support rabbit hole. Make each interaction feel effortless by streamlining your operation to deliver fast, reliable answers whenever they need help.
Optimizing your support operation starts with understanding what’s working, and what’s not. Monitoring your performance across a number of key metrics ensures that nothing falls through the cracks.
Position your team for growth
Being an agent isn’t easy, but it can be easier. Help agents eliminate the busy work that takes them away from their most important role: helping customers.
Customers want personalized service each and every time they reach out. Give agents the information and flexibility they need to keep customers happy and make sure they come back.
A well-placed help center article can provide customers with quick answers and keep agents focused on solving more complex issues. Stay on top of recurring topics to keep your help center current and your ticket levels low.
Get a personalized playbook of next steps
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About the data
Zendesk Benchmark product usage data comes from over 98,000 Zendesk customers worldwide who participate in the Zendesk Benchmark. Account activity criteria were applied to filter out data from inactive accounts. Zendesk Benchmark data is based on product usage from July 2020 to July 2021.
Companies that scored above average in three or more key customer service metrics are considered high performers. These key metrics include CSAT, First Reply Time, First Resolution Time, and Self Service Ratio, which measures the effectiveness of help center content (help center views divided by the total number of tickets).