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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Adapting to rapid change Guide

Adapting to rapid change

These days, getting customer support right is more important than ever. Smaller firms must go above…

Home-bound customers turn to messaging channels Article

Home-bound customers turn to messaging channels

Like the perfect storm, 2020 blew in and turned business on its head. And today, business…

Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Center 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…

Sending surveys in the time of coronavirus 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

SMBs can do more with less during times of change 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.

How to calculate your customer retention rate 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

How to navigate the lasting impacts of COVID-19 on customer support 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…

Refitting retail service and support White Paper

Refitting retail service and support

Customers expect fast, personal support from retailers. They want to connect with companies on their own…

Guide to customer churn rate 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

Tips for boosting your average email open rate 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

Customer service trends in media and entertainment 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…

4 customer engagement metrics and how to measure them 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

Why 44% of customers experience poor customer service when banking online 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…

Customer data visualization 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

What is consumer behavior? Article

What is consumer behavior?

When businesses glean insights about consumer behavior from their support interactions, they can drive more customer-focused business decisions

Better customer analytics 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

How data improves customer service 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

Gartner’s 5 key emerging technologies and their impact on customer experience 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…

The State of Digital Transformation In Financial Services, 2020 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…

Benchmark Snapshot: Tracking the impacts of COVID-19 on CX 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