The Zendesk Benchmark Q3 2013
Customer satisfaction rose for the second consecutive quarter after more than a year in decline, while satisfaction by industry remained steady. However, a 3-point increase in the traditionally low-scoring social media industry and a 7-point jump for media and telecommunications helped the overall satisfaction score increase, despite several industries falling a single point each.
Key Takeaways
- ✓ Imovelweb attributes their success to efficient workflows powered by Zendesk and the customercentric culture they strive for everyday
- ✓ With product and engineering teams acting as agents in Zendesk, GoodData can easily join the customer conversation to help troubleshoot product-related issues
- ✓ SendGrid is piloting a new predictive satisfaction app by Zendesk, which provides a prediction score of good or bad on each ticket—allowing SendGrid to hopefully one day provide more tailored support to customers who require special attention
Download this resource
Get the full report to read offline.
⬇ Download ReportBy downloading this report you agree that your business details will be shared with Zendesk for follow up purposes. Read their privacy policy.
Related Resources
An Inside Look Into How Groupon Does Support
Customer satisfaction is how organizations can grow their customer base and bolster customer retention and brand loyalty. But what makes a customer experience satisfactory? Most times it comes down to how fast and efficiently a customer felt an interaction with an agent went, and whether that interaction felt personal and human.
Creating Service Desk Metrics
ITIL® (Information Technology Infrastructure Library) is the most widely adopted framework for IT Service Management in the world. Used by many hundreds of organizations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme.
CX Trends 2021: Industry Insights - Healthcare
2020 reshaped the healthcare industry as COVID-19 overwhelmed healthcare facilities. For the safety of patients and staff, healthcare providers needed to quickly pivot to virtual health, resulting in new patient and employee experiences.