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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Zendesk research: Net Promoter Score® (NPS) Article

Zendesk research: Net Promoter Score® (NPS)

Net Promoter Score (NPS®), helps companies measure customer loyalty by asking a simple question: how likely…

Zendesk research: behavioral cues Article

Zendesk research: behavioral cues

In this report, we take a closer look at behavioral cues of customers and agents to…

Gartner examines customer experience innovation for 2017 White Paper

Gartner examines customer experience innovation for 2017

Bad decisions are, well, bad. Yet, it can be difficult to make good decisions without the…

Gartner: knowledge management will transform CRM customer service White Paper

Gartner: knowledge management will transform CRM customer service

Knowledge management can make or break your organization’s customer service. Not only can it impact productivity…

4 KPIs you should be measuring and why Article

4 KPIs you should be measuring and why

It’s an old cliché: “What gets measured gets done.” Unfortunately, many organizations make the mistake of…

The easiest way to improve customer satisfaction Article

The easiest way to improve customer satisfaction

At the risk of sounding like a broken record, if you want to improve customer satisfaction,…

Gartner’s FrontRunners Quadrant for Help Desk Software White Paper

Gartner’s FrontRunners Quadrant for Help Desk Software

If you’re a small business software buyer, your decisions can have a direct impact on your…

Gartner Predicts 2017: CRM Customer Service and Support – EMEA Article

Gartner Predicts 2017: CRM Customer Service and Support – EMEA

2016 has challenged industry leaders to engage customers across all support channels, but the coming year,…

Forrester: Pinpoint opportunities for better customer service White Paper

Forrester: Pinpoint opportunities for better customer service

In today’s customer-centric world, technology constantly challenges and transforms how businesses interact with customers. The question…

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2017 technology trends in customer support centers

A great customer experience helps to build long-term relationships with customers, yet many support organizations don’t…

How to add value to your customer data Article

How to add value to your customer data

Analysts often say uncovering customer insights is like finding a needle in a haystack. However, customer…

Conduct an honesty audit: Learn from customer feedback Article

Conduct an honesty audit: Learn from customer feedback

Customer feedback is important, but what you do with that feedback is even more important. Here’s…

Forrester TEI Report Examines the ROI of Zendesk Article

Forrester TEI Report Examines the ROI of Zendesk

Upgrades, upgrades, upgrades. Everyone is making them and so you ask yourself: Should your business upgrade…

The cost of disjointed data on the customer experience Article

The cost of disjointed data on the customer experience

To compete in today’s marketplace, retailers need to make customer data available to their agents in…

Gartner: Top Use Cases and Benefits of Consumer Messaging Apps for CRM White Paper

Gartner: Top Use Cases and Benefits of Consumer Messaging Apps for CRM

Odds are you’ve heard of Facebook Messenger, WeChat, Kik, Line, or Snapchat. Maybe you’re even an…

Beyond customer satisfaction: measuring customer happiness Article

Beyond customer satisfaction: measuring customer happiness

There ways companies choose to measure their people and customers is changing to a more relationship-based…

Turn customer analytics into action Article

Turn customer analytics into action

According to Gartner, “By 2018, 50% of agent interactions will be influenced by real-time analytics.” Organizations…

Gartner Predicts 2017: CRM Customer Service and Support White Paper

Gartner Predicts 2017: CRM Customer Service and Support

2016 has challenged industry leaders to engage customers across all support channels, but the coming year,…

Measuring success in a customer experience world Article

Measuring success in a customer experience world

Any retailer knows today’s consumers expect the best, and they won’t stay loyal for long if…

How Zendesk measures the customer experience Article

How Zendesk measures the customer experience

Delivering on the customer experience is more than measuring customer satisfaction