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Benchmarking: Learn where you stand. See where you can go.

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Ah, the Benchmark. Some will participate; all will benefit. Join Claire Peracchio (Zendesk) and Cheryl Neoh (Zendesk) as they share the most important metrics for a productive help desk, data-driven best practices, and how teams globally stack up—industry, size, target audience, and location—against the competition. The Zendesk Benchmark looks at topics like omnichannel support, scaling with self-service, and the platform approach to support.

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Benchmarking: Learn where you stand. See where you can go.

  1. 1. 3A TRACK NOW Benchmarking: Learn where you stand. See where 
 you can go.
  2. 2. TRA C K 3A Benchmarking: Learn where you stand. See where 
 you can go. Product Marketing Zendesk Product Marketing Zendesk CLAIRE PERACCHIO CHERYL NEOH
  3. 3. How do you know what good 
 customer experience looks like?
  4. 4. The data you need to empower your support team. The power of benchmarking Comparable 
 Teams Credible 
 Data Relevant 
 Metrics
  5. 5. Find out how you’re doing and where you can improve. Meet the Zendesk Benchmark. It’s our data index of customer support interactions from 45,000 Zendesk customers across 140 countries. Customer satisfaction
 
 94%
percentage
 of good customer satisfaction ratings Replies to resolution
 
 8
number of replies from a support agent to a customer Full time resolution time
 
 20 hrs
Time it takes a support 
 agent to solve 
 a ticket First reply time 
 4 hrs
Time it takes a first response to reach a 
 customer Ticket Volume
 
 259
Total number of customer support inquiries 
 per month One touch resolution 
 39%
Percentage of support tickets solved with one 
 response
  6. 6. Zendesk collects A LOT of data 20,000,000,000 Ticket Updates (2018) 1,000,000,000 Solved Tickets (2018) Source: Zendesk Benchmark 2018
  7. 7. Let’s find out how your team compares
  8. 8. Target Audience Which customers does      your team serve? Company Size How many employees does your company have? Also look for teams with a similar ticket volume. Identify your peer set 1 2 3 Industry What’s your industry?
  9. 9. Key metrics for your team CSAT 90.3% First reply time 3.2 hrs Resolution time 16 hrs Source: Zendesk Benchmark 2018
  10. 10. 90.3% CSAT across Benchmark companies Calculated from ~45,000 Zendesk Benchmark customers (2018) 
 
 97% 
 96% 
 94% 
 
 91% 
 88% 
 82% 
 
 95% 
 99% 
 99% B2B B2C Internal SMB Midmarket Enterprise
  11. 11. CSAT Government & Non-profit Consulting Education Healthcare Software Manufacturing Real Estate Marketing & Advertising Energy Media & Telecommunications Financial & Insurance Services Travel, Hospitality & Tourism Retail Entertainment & Gaming 85 90 95 100Source: Zendesk Benchmark 2018
  12. 12. 3.2 hrs Calculated from ~45,000 Zendesk Benchmark customers (2018) First Reply Time across Benchmark companies 
 
 1.8 1.7 
 2.3 
 
 8.4 
 9.0 
 11.4 
 
 4.2 
 1.9 
 1.9 B2B B2C Internal SMB Midmarket Enterprise
  13. 13. First Reply Time (hours) Consulting Software Media & Telecommunications Real Estate Financial & Insurance Services Healthcare Government & Non-profit Marketing & Advertising Education Energy Travel, Hospitality & Tourism Manufacturing Entertainment & Gaming Retail 2.5 5 7.5 10 Source: Zendesk Benchmark 2018
  14. 14. 16 hrs Calculated from ~45,000 Zendesk Benchmark customers (2018) Resolution Time across 
 Benchmark companies 
 
 21.1 18.6 
 12.4 
 
 15.8 
 11.6 
 8.1 
 
 18.4 
 17.4 
 9.5 B2B B2C Internal SMB Midmarket Enterprise
  15. 15. Resolution Time (hours) Manufacturing Software Government & Non-profit Education Energy Consulting Marketing & Advertising Media & Telecommunications Entertainment & Gaming Healthcare Retail Real Estate Travel, Hospitality & Tourism Financial & Insurance Services 5 10 15 20Source: Zendesk Benchmark 2018
  16. 16. Pop quiz time VOTE WITH 
 
 slido.com
  17. 17. A. B. C. D. E. Which emoji gets used most frequently in customer support interactions?
  18. 18. A. Nonprofits B. Retail C. Education D. Software E. Healthcare Which industry has the happiest customers?
  19. 19. Now you know where you stand. What’s next?
  20. 20. Use benchmark data for a better customer experience • Scale your self-service • Go omnichannel • Invest in analytics • Integrate and automate support • Join the Zendesk Benchmark

  21. 21. Companies that continuously add new knowledge perform better. Take an agile approach to self-service Agile Improvers
 Knowledge developed continuously over time Patient Planners
 Knowledge planned carefully and launched at once Set & Forgetters
 Knowledge created early but not iterated on over time Average contributors to knowledge 5.4 3.6 2.4 % of searches with a result 75% 66% 60% Median self- service ratio 8:1 6:1 6:1 Source: Zendesk Benchmark 2018
  22. 22. Companies are responding to higher customer expectations. Live channels and social media are growing fastest 0 20 40 60 80 Chat Facebook Phone Twitter Email Web Form %Growthinchannelusageover2years Source: Zendesk Benchmark 2018
  23. 23. Email and webform get faster when companies integrate channels. Even non-live channels improve with omnichannel Replies First reply time Requester wait time 10 20 30 40 39% 16% 13% % of improvement in key metrics Source: Zendesk Benchmark 2018
  24. 24. Other key metrics for your team Average handle time 79% One-touch resolution rate 36 Net Promoter Score (NPS) 3.2 min Source: Zendesk Benchmark 2018
  25. 25. Make customer support work harder, better, faster, stronger. How to integrate and automate support • Platform • Proactive engagement • AI
  26. 26. Start seeing how your support team stacks up. Join the Zendesk Benchmark for more data
  27. 27. Thanks and happy benchmarking! For more on the Zendesk Benchmark, head to zendesk.com/benchmark.
  28. 28. Q&A
  29. 29. #zendeskrelate @zendesk 3A TRACK Thank you

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