Zendesk research: behavioral cues

behavioral cuesIn this report, we take a closer look at behavioral cues of customers and agents to better understand how these correlate with increased or decreased customer satisfaction. We attempt to move beyond typical metrics like first reply time and explore the often overlooked components of support interactions, such as what words like “sorry,” “please,” and “thank you” by agents can have on customer satisfaction.

This report also examines:

  • Valediction: Do interactions with the sign off “Best Wishes,” in comparison to “Best Regards,” “Cheers” and “Yours Sincerely,” have a lower customer satisfaction score?
  • Word count: Can a wordier request for help in an online form leads to lower customer satisfaction? How about email?
  • Email address: Are customers with Yahoo email addresses more difficult to please than Gmail users?

Read the full report to learn more insights and how they might be used to improve the service you provide

If you're a fan of metrics, analytics, and other things with numbers in them, visit the Zendesk Benchmark page to see how your customer support stacks up against the competition.

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