How long does it take to solve a customer query? For the average customer, what is the acceptable time to answer a query?
Research by Hubspot reveals that 90% of customers consider an “immediate” response as crucial to a good CX, whereby 60% of them define “immediate” as under 10 minutes. This urgency highlights a critical flaw in many customer service operations: the disconnection between marketing, sales, and customer support teams.
Disconnected systems
Many businesses operate with siloed departments, leading to misalignment in customer interactions. When customers reach out for assistance, they often encounter barriers, such as having to explain their issues multiple times to different representatives.
This fragmented approach not only frustrates customers but also hampers employee productivity. In fact, employees spend approximately 10% of their time reconciling disconnected systems to provide accurate responses, resulting in inefficient service delivery.
Fast customer resolution
Today's consumers have little patience for slow responses. Hubspot research indicates that 54% of consumers have experienced at least one poor customer service interaction in the past month, primarily due to delays. The expectation for immediate assistance has never been higher, and businesses that fail to meet this demand risk losing customers.
A staggering 80% of consumers have stopped doing business with a company because of a poor experience, underscoring the need for companies to prioritise seamless and prompt service.
Changing the CX game
In response to these challenges, Zendesk announced the launch of its Zendesk Resolution Platform on March 27, 2025, at the annual Relate conference in Singapore. This platform aims to redefine customer experience by integrating advanced tools that enhance service delivery.
Zendesk CEO Tom Eggemeier commented that, “The only metric that matters in customer service is resolution.” The platform is designed to empower businesses to ensure a clear path to issue resolution, making customer interactions more efficient.
The Zendesk Resolution Platform includes a suite of features such as AI Agents, a Knowledge Graph, and actionable insights that work together with human expertise to deliver exceptional service. This not only speeds up service but also helps eliminate the silos that often hinder effective communication between departments.
Creating a unified customer experience
To truly excel in customer service, organisations must adopt an omnichannel approach, ensuring that all customer interactions are recorded in a single system of record. This unified system allows employees to access complete customer histories, enabling them to provide contextual, informed support.
A cohesive approach not only speeds up resolution times but also empowers employees to serve customers better, ultimately enhancing satisfaction and loyalty.
The need for speed
In an era where convenience reigns supreme, the ability to resolve customer inquiries quickly is paramount. Businesses that prioritise speed, efficiency, and a unified customer experience will not only meet but exceed consumer expectations.
"By integrating advanced AI capabilities with human expertise, Zendesk has the potential to position itself as a leader in the evolving landscape of AI-driven solutions,” said Daniel Newman, CEO of The Futurum Group. “As businesses increasingly adopt these technologies, the focus on delivering seamless, efficient service will undoubtedly shape the future of customer engagement.”
Leveraging solutions like the Zendesk Resolution Platform and breaking down silos, organisations can transform their customer service operations, fostering deeper connections and driving long-term success.
