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CUSTOMER;TABLE OF CONTENTS; YESTERDAY
Segregated by channel
Disconnected from business
Treated as a cost center
Subpar consumer experience; $338.5B
Theamountbad customer service
costsmajor countries aroundthe
world annually
SOURCE: GENESYS GLOBALSURVEY;Zendesk’s Customer Satisfaction Index delivers a periodic measure of
customer satisfaction by collecting data from more than 15,000
companies serving 65 million consumers across 137 countries.;This global Customer
Satisfaction Index is
the result of a simple
question asked to
millions of customers
at the end of a service
interaction: “How
would you rate the
service you received?”;CUSTOMER SATISFACTION
BY INDUSTRY; REAL ESTATE AND IT CONSULTING/SERVICES
RATED HIGHEST IN CUSTOMER SATISFACTION OF ANY INDUSTRY;GLOBAL
86%
CUSTOMER;Yet once these companies
reach a certain scale—over 10
employees—service suffers.
It’s not until companies reach
scale (500 employees) and
have mature processes and
structures that they recover
their customer service levels.;GLOBAL
86%
CUSTOMER;Support sites that service
consumers score the lowest of
any audience. And many
consumer-facing support sites
score well below 75 percent.;Internal help desks (think of your
IT team that handles employee
requests for software or network
help) have higher customer
satisfaction ratings than help desks
that support either consumers or
other businesses.;93;THE LEADERS AND LAGGARDS
CUSTOMERS’ SATISFACTION BY COUNTRY*;SO WHAT DRIVES;Bigger companies that efficiently deliver high-quality support at a large
scale have the most satisfied customers.;CUSTOMER SATISFACTION;SIZE MATTERS
Each ticket constitutes a customer
interaction, making it a good
measure of the frequency and
scale of your customer touches.
Customers increasingly serve
themselves via the web through
well-crafted online forums, FAQs
and knowledge bases.
On average, Zendesk-powered
help desks handle more than
600 tickets per month, and
drive more than 2,600 page
views to their online forums
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