Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. At first glance, it seems that customer service KPI scores take a backseat to traditional business KPIs, like profits, costs and regional sales. However, key customer support metrics may paint a more complete picture of success for the long-term viability of a business.

Today we’ll be exploring Zendesk Answer Bot. Companies of all sizes are adopting AI to automate resolution of the 265 billion customer support requests made every year. A customer support chatbot serves as the first line of defense to respond to customers and help resolve a customer’s questions before looping in a human. As a result, the best chatbots can help save up to 30% of customer service costs while also improving the customer experience.

The Freshworks Fall ’22 Launch highlights our top new product capabilities and solutions from the second half of 2022. Our announcements are focused on three areas: At Freshworks, we are constantly innovating to empower employees, and deliver personalized, delightful customer experiences. Here are some of the highlights for Fall ’22.

So we have looked at what ITSM is and the best practice frameworks available to support the implementation of ITSM tools within an IT team. Equally important is how these concepts, processes, and frameworks can support teams outside IT, from HR, Finance, Facilities, and Customer Service, and for internal and external end customers.

Even the highest-performing service organisations need to know where they stand among their competitors and how they can continue raising the bar to retain their status as leaders. You can find answers in the 2022 CX Accelerator report, where CX organisations are categorised according to our CX maturity model scale and rank as Starters, Emergers, Risers and CX Champions.

Delivering truly world-class customer experience is a challenge in this (and any) economic climate, where leaders must stay on top of service best practice and customer expectations to remain competitive. To find out how CX leaders do this, Zendesk surveyed nearly 5,000 customer service decision-makers around the world and compiled the results into our 2022 CX Accelerator report.

How mature is your CX organisation? As part of Zendesk’s survey of almost 5,000 customer service decision-makers around the world, we asked questions about the attitudes, behaviours and outcomes regarding their people, processes and data/technology. This led to our 2022 CX Accelerator report and maturity scale model, which allows you to assess where your business ranks.

ITSM is a collection of concepts and processes. How those processes are implemented and adopted can vary. This is where IT service management frameworks come into play and, based on the needs of the business, also help determine what frameworks are best for implementing those ITSM concepts and processes. IT service management frameworks focus on services rather than systems and support the full scope of the practice of service management.

From ordering a ride to sourcing a dog sitter with ease, many are drawn to gig economy platforms for their sheer simplicity and convenience. It is a unique structure, one that involves gig economy workers, and the customers they serve (the drivers plus the riders). How is customer support delivered by these companies, across various channels?

CX organisations come in all shapes, sizes and configurations. And there are challenges and opportunities in every single one of them. Zendesk surveyed nearly 5,000 customer service decision-makers around the world to find how their organisation’s adoption of customer service and support best practice improves its ability to deliver superior customer experience (CX). The resulting 2022 CX Accelerator report uncovers fascinating insights about real-life pain points and clear calls to action.