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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(Measure up!) Benchmarks for customer support organizations – Europe Article

(Measure up!) Benchmarks for customer support organizations – Europe

Do you know the benchmark standards for optimal customer support? With data collected from 45,000 Zendesk…

Customer service world cup 2018 Article

Customer service world cup 2018

Using a key indicator of good customer service—customer satisfaction—we ranked the world's happiest customers by country

The 9 key call center metrics to transform your contact center Article

The 9 key call center metrics to transform your contact center

There are a few call center metrics that tell a broader story beyond the number. They…

Transforming Your CX Through Customer Service – Webinar Ft. Gartner Article

Transforming Your CX Through Customer Service – Webinar Ft. Gartner

Transforming the (CX) customer experience is more important than ever for enterprise businesses. Strong forces –…

All about average handle time Article

All about average handle time

A customer’s time is precious, and so is yours. Average handle time (AHT) can help companies gauge the strength of their call center and phone support. It's a helpful KPI for both individual agents and the overall company.

The data-driven path to building a great help center Article

The data-driven path to building a great help center

Given the importance of great self-service support, which course should companies take to build out theirs? We turned to the Zendesk Benchmark for answers.

Figuring out “what happened?” with descriptive analytics Article

Figuring out “what happened?” with descriptive analytics

Not sure what to make of your customer service efforts? There are multiple types of customer analytics that can help customer service teams stay proactive, but for proper preparations and clarity, they'll need descriptive analytics.

Three customer support KPIs you need to track Article

Three customer support KPIs you need to track

Everyone uses different metrics to define their goals. So how should you even begin choosing your customer support KPIs?

Forrester: Transform Customer Processes And Systems To Improve Experiences Article

Forrester: Transform Customer Processes And Systems To Improve Experiences

Ask any company what’s something that they could improve on, and chances are their answer will…

Tap into the right self-service analytics to measure success Article

Tap into the right self-service analytics to measure success

If you're unsure how knowledge management is moving the needle on customer support, let self-service analytics be your guide as you plan for the future

IDC: Supporting customer experience initiatives Article

IDC: Supporting customer experience initiatives

The customer experience is no longer limited to a single interaction. Today, the customer experience is…

4 Crucial Trends for the 2018 Holiday Retail Season Article

4 Crucial Trends for the 2018 Holiday Retail Season

As retailers review lessons learned from previous holidays seasons, one issue is perennial: customer requests for…

Gartner’s Customer Engagement report White Paper

Gartner’s Customer Engagement report

With the many available CEC options to research and choose from, it can be challenging to…

From support analytics to customer analytics: data is your competitive advantage Article

From support analytics to customer analytics: data is your competitive advantage

Did you know that companies who leverage customer analytics can outperform their peers by up to…

Forrester on the future of omnichannel commerce Article

Forrester on the future of omnichannel commerce

Omnichannel is one of those buzzwords that doesn’t seem to be losing its buzz anytime soon.…

Gartner predicts the future of CRM and customer experience Article

Gartner predicts the future of CRM and customer experience

The future is unknown and the unknown can be both exciting and frightening. Thankfully, we believe…

Highlight your team’s performance with 7 customer support metrics Article

Highlight your team’s performance with 7 customer support metrics

By measuring key customer support metrics alongside and against each other, support leaders get a full view into the customer experience

Mediaocean empowers better customer support teams and content with Zendesk Article

Mediaocean empowers better customer support teams and content with Zendesk

Mediaocean is an advertising service and software company, headquartered in New York City, with 1,000 employees…

Reaping the ROI of Multichannel Support and Increased Agent Efficiency Article

Reaping the ROI of Multichannel Support and Increased Agent Efficiency

Zendesk, joined by guest speakers from Forrester and Prosper, reveal how support organizations are winning the…

8 Customer service baselines Article

8 Customer service baselines

Setting customer service baselines and then hitting them is essential for delivering on your goal of providing great customer service