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.

Latest stories Page 5

How’s your first reply time? Not fast enough. Article

How’s your first reply time? Not fast enough.

Deceptively simple, vastly important, and full of hidden pitfalls, first reply time is a tricky member of the support metrics family

Conduct an agent satisfaction survey Article

Conduct an agent satisfaction survey

Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business

Forrester: Win Funding For Your Customer Service Project White Paper

Forrester: Win Funding For Your Customer Service Project

A winning customer service strategy can drive strong brand recognition, consistent customer loyalty, and a profitable…

The science behind satisfaction prediction Article

The science behind satisfaction prediction

We dive into the guts of Satisfaction Prediction to explain how it can help raise your…

How to get customer feedback: 3 methods Article

How to get customer feedback: 3 methods

The first step towards understanding how to get customer feedback is to know the 3 different types

Forrester: How to build customer trust more quickly White Paper

Forrester: How to build customer trust more quickly

Talk is cheap. That old adage is never more true than when you’re talking about trust.…

Keep customers happy with data-driven CX Article

Keep customers happy with data-driven CX

Available On-Demand with Zendesk’s Katherine Kelly & Anthony Okumura Keeping customers happy is the name of…

Gartner: Plan Now for Critical Shifts in Customer Interaction Patterns White Paper

Gartner: Plan Now for Critical Shifts in Customer Interaction Patterns

Hindsight may be 20/20, but foresight is what gets you ahead in business. Are you dedicating…

Raise your ticket deflection ratio with smart self-service Article

Raise your ticket deflection ratio with smart self-service

It's time to demystify ticket deflection and improve your deflection ratio

First contact resolution: beacon of good support? Article

First contact resolution: beacon of good support?

First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer…

Forrester: Transform the Contact Center for Customer Service Excellence White Paper

Forrester: Transform the Contact Center for Customer Service Excellence

The belief that “strong contact centers are an opportunity for success” has provoked shared sentiments amongst…

Ticket deflection: the currency of self-service Article

Ticket deflection: the currency of self-service

New tech and tools are making self-service a better option for customers and businesses. It's easier…

Gartner’s 2017 Magic Quadrant for CRM | Zendesk White Paper

Gartner’s 2017 Magic Quadrant for CRM | Zendesk

In this report, Magic Quadrant for the CRM Customer Engagement Center 2017, Gartner examines the global…

Gartner’s 2016 Magic Quadrant for the CRM Customer Engagement Center White Paper

Gartner’s 2016 Magic Quadrant for the CRM Customer Engagement Center

Note: The 2016 Gartner report referenced below is no longer available for complimentary download. But good…

Zendesk research: analytics Article

Zendesk research: analytics

High usage of analytics in customer service pays off: companies that depend more on analytics reports…

Zendesk research: retail and the holidays Article

Zendesk research: retail and the holidays

The holiday season does not bear good tidings for the retail industry’s customer satisfaction scores. As…

Zendesk research: customer satisfaction Article

Zendesk research: customer satisfaction

Customer satisfaction is a metric that measures how satisfied a customer was with a single support…

Zendesk research: customer self-service Article

Zendesk research: customer self-service

The popularity of customer self-service is growing faster than ever. Increasingly, consumers are turning to their…

Zendesk research: operational benchmarking Article

Zendesk research: operational benchmarking

Operational benchmarking has a long history in business: It’s natural for companies to want to compare…

Zendesk research: live chat Article

Zendesk research: live chat

The popularity of live chat for customer service is rising fast. Increasingly, consumers turn to live…