The Zendesk Benchmark: 2019 customer experience trends

Published February 18, 2019
Last updated September 21, 2021

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Your customers are comparing you to the best customer experience they’ve ever had—every time. It’s a powerful truth with far-reaching consequences for your business, no matter what industry you’re in or the size of your business.

With the Zendesk Benchmark, our data index of 45,000 companies using Zendesk, we explored how top companies tackle customer support to identify what separates leaders from everyone else.

Insights include:

  • Customers already expect seamless, fully integrated omnichannel support
  • Viewing support as an open and flexible platform powered by connected customer data frees companies to build better experiences
  • Customers want proactive engagement, but companies aren’t there yet
  • For the best support teams, AI is already driving great customer experiences
  • The right culture, process, and tools are critical ingredients for success