Recording: Zendesk 6 Best CX Practices for Startups

What separates a high growth startup from an average one? Zendesk, a cloud based customer service software company used by over 160,000 customers including Netflix and Uber, met with thousands of startups and compiled data that answers that question. In this recording, Fernanda Baker with Zendesk shares the discoveries and 6 best customer experience (CX) practices startups can implement to excel.

Having a good customer support tool was found to be a key differentiator between a business having booming success or failure. Customers who had experienced a bad interaction with customer support were 90% more likely to leave and go to a competitor. One interesting CX trend mentioned in the presentation is that 61% of customers want to resolve questions on their own rather than reach out to a customer service agent. Self service is on the rise and is an area startups should work on and continuously improve. Having a robust knowledgeable or FAQ is just as important as having enough customer support staff. This comes to no surprise as most people do not want to wait on hold or email back and forth when they could have resolved their issue on their own in 5 minutes with a few clicks.

The Difference Between 1st Place and 2nd Place is 1%

Zendesk also learned that companies who invested in improving their customer retention by just 1% could see their business revenue improve by almost 4x in the long term. Hyper growth startups differentiated themselves not by necessarily doing anything different, but doing things faster than their competitors. For example, 30% of hyper growth startups used a customer support platform by the end of their first year. Be sure to check out the recording to hear Fernanda Baker explain in depth the 6 best practices (plus bonus tips that you can implement) and the data and research behind them.

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