Customer service metrics and data
Customer conversations are a gold mine for key insights, but how do you know what to look for? Find out how to capture, process, and iterate on customer data, so you can build the modern experiences your customers have come to expect.
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Guide Adapting to rapid change
These days, getting customer support right is more important than ever. Smaller firms must go above…
Article Home-bound customers turn to messaging channels
Like the perfect storm, 2020 blew in and turned business on its head. And today, business…
White Paper Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Center
Zendesk is named a leader in the 2020 Gartner Magic Quadrant for the CRM Customer Engagement…
Article Sending surveys in the time of coronavirus
Are customers open to coronavirus-related surveys? According to original data from SurveyMonkey, they are — here's how to engage with them respectfully
Article SMBs can do more with less during times of change
Few have felt the impacts of COVID-19 more than small businesses. But there are opportunities to build a CX response that punches above your weight.
Article How to calculate your customer retention rate
Churn rate can be a key metric to guide and improve a company's customer retention strategy and figure out its customer retention rate
Article How to navigate the lasting impacts of COVID-19 on customer support
Forget what you think you know about customer support, for now. In just a few short…
White Paper Refitting retail service and support
Customers expect fast, personal support from retailers. They want to connect with companies on their own…
Article Guide to customer churn rate
When evaluated alongside a company’s other key metrics, a company’s churn rate is a powerful way to assess what a business is doing well, and where it needs to improve
Article Tips for boosting your average email open rate
Email marketing is a powerful way to connect with customers. Boosting your average email open rate plays a huge part in its success
White Paper Customer service trends in media and entertainment
Customer trust and loyalty is hard-won and easily lost. As media and entertainment companies continue to…
Article 4 customer engagement metrics and how to measure them
By monitoring customer engagement metrics, you can understand how your audience is responding to your marketing content—and what could be improved to encourage more engagement
White Paper Why 44% of customers experience poor customer service when banking online
According to a recent IDC report, 44% of customers say they’ve had poor experiences when banking…
Article Customer data visualization
Data visualization using charts, maps, infographics, and dashboards to convey the meaning of data. When tracking customer data, it's important to know what you're looking at in order to capitalize from your tickets, conversations, and other interactions
Article What is consumer behavior?
When businesses glean insights about consumer behavior from their support interactions, they can drive more customer-focused business decisions
Article Better customer analytics
Customer analytics can tell you what you want to know about your customers, leading to sharper predictions about the future and actionable roadmaps for achieving your desired results
Article How data improves customer service
Data isn’t all schmaltz and talk, and more and more companies are adopting support strategies and CRM solutions where visible big data is fueling growth
Article Gartner’s 5 key emerging technologies and their impact on customer experience
At Zendesk, we create service-first CRM solutions that allow companies around the globe to provide innovative…
Article The State of Digital Transformation In Financial Services, 2020
According to Forrester Research, customer experience (CX) and revenue growth have been top drivers of digital…
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Article Benchmark Snapshot: Tracking the impacts of COVID-19 on CX
Customer requests are increasingly prone to volatility, putting pressure on support teams as ticket volume fluctuates during the COVID-19 outbreak