The Zendesk Customer Experience Trends Report 2020
Follow the trends
Our team of experts reviewed data from 45,000 businesses using Zendesk across 140 countries. We compared how they use Zendesk with opinions from customers, agents, customer experience leaders, and sales leaders. With this information, we’ve identified the top five trends in our industry.
Get the reportCustomer Experience
Performance Scorecard
See how you measure up
It’s time for the real fun to begin. See how your team stacks up against the rest with the Customer Experience Performance Scorecard. It’s simple—just tell us a little about yourself to see where you stand, and get the report on how to make the most of the biggest trends in customer experience.
Your industry
Your company size
Your customer type
How your team can improve
Congratulations, your team is minting loyal customers with every interaction. Keep up the great work by tailoring the contact methods you’re offering to your customers’ preferences and putting your self-service resources to work across channels, including AI and native messaging. Keep using data to understand your team’s performance and make decisions on the fly. And try out tools to make collaboration between your Sales and Customer Service teams even easier.
You’re on your way to making customer experience what sets you apart from the competition. To take things up a notch, consider adding live channels like chat and phone to resolve requests faster, and keep investing your help center and community forum. Try out an AI bot to tackle repeat requests and connect the dots with data, allowing your internal teams to collaborate better, measure performance, and provide the personalized service customers want.
Breathe easy, we have some ideas to help you create loyal customers. Offer channels based on your customers’ preferences and unify them into a single thread of conversation. Lean on self-service to deflect requests and connect data sources so agents don’t have to swivel between systems. Next up: use analytics to understand how you’re doing and try out tools to help your Sales and Customer Service teams work better together.
Breathe easy, we have some ideas to help you create loyal customers. Offer channels based on your customers’ preferences and unify them into a single thread of conversation. Lean on self-service to deflect requests and connect data sources so agents don’t have to swivel between systems. Next up: use analytics to understand how you’re doing and try out tools to help your Sales and Customer Service teams work better together.
For more on what this year’s trends mean for your team, download the full Zendesk Customer Experience Trends Report:
Benchmarks for your team
Learn how similar companies compare in terms of CSAT.
Most popular channels
These are the channels used most by other similar companies.
Get more benchmarks based on companies like yours.
Want more on how your team stacks up?
Join the webinarHigh performing teams are twice as likely to use an omnichannel solution that combines support, self-service, chat, or phone
% of businesses using omnichannel
Omnichannel support solution
Have a conversation
Customers want to engage with businesses like they do with family and friends. Channels like chat, social messaging, communities, and self-service continue to grow in popularity. Businesses that interact with customers across these channels are twice as likely to provide better experiences, since customers expect fast, personalized support.
90% of sales leaders say they collaborate with customer support on a daily or weekly basis
Collaborate in better ways
Function as one
Customers don’t view sales and support as separate teams when they interact with your company, and neither should you. It’s not enough to keep a record of how customers talk to agents and sales reps. Invest in an integrated tool that puts data to work across teams so it’s easier to engage with customers and collaborate.
Companies manage three times as much data as they did five years ago
Open CRM platform
Connect customer data
It’s time to keep track of customer data so you can provide a more personalized experience and save customers the trouble of repeating themselves. The best performing teams use an open CRM platform to get a complete view of their customers and engage with them on a personal level.
High performing teams are twice as likely to use AI
% of businesses using AI
Artificial intelligence
Raise the stakes with AI
AI is gaining momentum in making an impact on the customer experience. Businesses using AI increase agent productivity, resolve tickets faster, and scale their support. High performing support teams also use AI to build out a self-service strategy. In fact, 84% of managers using AI to help customers have a self-service strategy in place.
CSAT ratings for agents increase by 2.3% every year they stay on the same team
Support your support
Make them a priority
Invest in the people who engage with customers the most—your customer experience organization. Empower your team with full context into how they’re performing and ways to improve the customer experience.
Meet with our experts
Join our webinar and benchmark your business against others in your region, get more insights, and ask any questions.
Wednesday, February 12
- America: 10:00 AM PST / 1:00 PM EST
- Asia: 11:00 AM SGT / 2:00 PM AEDT | 11:00 AM IST / 4:30 PM AEDT
- Europe: 10:00 AM GMT / 11:00 AM CET