Zendesk Releases CX Benchmark Report for Startups Showing the Path to Success is in CX

Research identifies specific actions fast-growth startups are taking to drive customer loyalty and growth

By STS News Desk On Jul 9, 2020

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Zendesk, released the Zendesk Startups CX Benchmark Report, documenting how early-stage startups that invest in customer experience (CX) outperform their peers. The data shows that while there is no one-size-fits-all approach, startup success stories have one thing in common: the ability to provide more holistic support to customers from the beginning.

“It’s natural to prioritize your product at the beginning of your startup journey, but not to think about how you sell to or support your customers”

The findings feature Zendesk Benchmark data from more than 4,400 early-stage startups from around the world, giving founders and CX leaders direct insights into this crucial part of their businesses for the first time.

Most surprisingly, more than 70 percent of startup founders and decision-makers reported they do not have a formal customer support strategy in place. This shines a spotlight on how many companies are missing out on the opportunity to deliver on the customer experiences that will set them apart from their peers and foster long-term business success.

According to the report, fast-growing startups—those that have doubled their customer support agent count (a proxy for employee growth) in the first two years of using Zendesk and have 18 months or fewer between publicly disclosed funding rounds—make greater investments in their CX strategies, and do so more quickly.

In fact, 33 percent of these companies are more likely to add omnichannel or multi-channel support in their first two years. The result is shorter resolutions (roughly half the wait time for customers), better team efficiency and more options for customers to find the support they are looking for, which all lead to an overall improved CX.

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