80% of consumers switch providers due to poor customer service and once a customer is lost, 68% do not come back
71% of customers demand natural, conversational experiences with full context
66% of consumers who often interact with support said that a bad interaction with a business can ruin their day
According to the Zendesk CX Trends 2024 Report
Benefit:
Key metrics:
– CSAT score, positive ratings v negative ratings, benchmark
– Average Handle Time (AHT), agent touches
Benefit:
Key metrics:
– FRT, one-touch tickets, AHT, & agent touches
– Tickets backlog, reassignments, & solved
– ASAT & agent turnover
Benefit:
Key metrics:
– Implementation time
– TCO
– Payback
– Cost of maintaining current system