TechValidate Research on Zendesk Support Suite

These pages present data that TechValidate has sourced via direct research with verified customers and users of Zendesk Support Suite. TechValidate stands behind the authenticity of all published data. Learn more »



919 Customers Surveyed

7,633 Data Points Collected

46 Published TechFacts

2 Published Charts



Selected Research Highlights


The Zendesk Suite Customer Research

Positive Improvements Since Deploying

In what specific metrics have you seen positive improvements since deploying The Suite?

Customer Satisfaction
60%
First Reply Time
47%
Resolution Time
43%
Agent Satisfaction
42%
Average Handle Time
25%
Requester Wait Time
21%

The Zendesk Suite Customer Testimonial

Zendesk has allowed us to create a positive support environment for both agents and customers, given us useful industry-standard metrics for measuring productivity, and increased the consistency and quality of our support efforts.

VP, Customer Success, Small Business Real Estate Company

The Zendesk Suite Customer Research

Top 3 Benefits since adding The Suite

What was the primary benefit since implementing The Suite?

Our customer service has improved (first response times, customer satisfaction, etc.)
65%
Our agents are more productive
51%
Our reporting is now integrated and more accurate across all channels
49%

The Zendesk Suite Customer Testimonial

We can organize our workload to achieve agreed SLA’s, provide better and more consistent support to our customers. Our agents have improved job satisfaction.

Manager, Customer Service / Support, Small Business Retail Company



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