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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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
Article Drive revenue with customer analytics
As companies grow, customers suffer. For small and medium-sized businesses, tracking relevant data is crucial to providing the best CX possible
Article The Zendesk Customer Experience Trends Report 2020
Customer loyalty can help drive the success of a business, and the customer experience (CX) drives…
Article Use your IoT data to create a better customer experience
Paying attention to their IoT data can help companies foster deeper relationships with customers and create better experiences
Article How support data influences customer experience
When customers interact with support agents, they’re feeding companies with incredible insights that can transform CX. It affects agent workflow, product roadmaps, and overall customer experience.
Article Using data to amplify the Voice of Customer
Businesses with a VoC program boast higher customer satisfaction, and have a better reputation when it comes to customer experience
Article What’s the difference between real-time analytics and historical analytics?
Customer experience is the bottom line when it comes to decision making. But how do we know we’re making the right choice?