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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Gartner: CRM applications will fail without customer empathy Article

Gartner: CRM applications will fail without customer empathy

Artificial intelligence and machine learning are game-changing technologies, but they won’t help your business leap forward…

Nucleus Research: Zendesk yields high ROI for Trustpilot Article

Nucleus Research: Zendesk yields high ROI for Trustpilot

Founded in 2007, Trustpilot is an international provider of user-generated reviews of online businesses with customers…

Forrester’s Vendor Landscape: ITSM SaaS Solutions Article

Forrester’s Vendor Landscape: ITSM SaaS Solutions

Many organizations in the infrastructure and operations (I&O) space rely on IT service management (ITSM) tools…

Forrester Research: Use Digital Technologies to Improve Employee Engagement Article

Forrester Research: Use Digital Technologies to Improve Employee Engagement

Increasing and measuring employee engagement is a priority for most companies, and yet how to achieve…

6 steps for measuring self-service success Article

6 steps for measuring self-service success

When I started as the Technical Documentation Manager at RJMetrics, my main focus was to get…

Report: Predicting customer satisfaction is the future of great customer service Article

Report: Predicting customer satisfaction is the future of great customer service

Most companies measure customer satisfaction, and while it's a very important metric, it looks backward at…

Why every support team needs a data analyst Article

Why every support team needs a data analyst

Meet Sarah, Senior Data Analyst on Zendesk’s Global Customer Advocacy team, who shares how she made…

Let the machines do the learning: Introducing Satisfaction Prediction Article

Let the machines do the learning: Introducing Satisfaction Prediction

Support agents have a lot on their plate. Agents must respond to a wide variety of…

From the forums: How we make the most of our NPS data Article

From the forums: How we make the most of our NPS data

Ever wonder how Zendesk analyzes and follows up on NPS data? We know as well as…

Gartner: Best Practices for Making Live Chat a Must-Have Engagement Channel Article

Gartner: Best Practices for Making Live Chat a Must-Have Engagement Channel

Edmunds.com, a customer of Zopim (now Zendesk Chat), was featured in this Gartner report. Read on…

Gartner Predicts 2016: CRM Customer Service and Support Article

Gartner Predicts 2016: CRM Customer Service and Support

In 2015, industry leaders were challenged to innovate and engage customers across all support channels: mobile,…

Forrester Brief: Focus On Three New Service Experiences Article

Forrester Brief: Focus On Three New Service Experiences

How to win over digital customers? Help them help themselves. According to Forrester Research’s April 2015…

Gartner: Why You Need To Rethink Your Customer Self-Service Strategy White Paper

Gartner: Why You Need To Rethink Your Customer Self-Service Strategy

Regardless of the industry, businesses everywhere are investing in customer self-service options to improve the customer…

Fine Tuning: Taking action on customer satisfaction Article

Fine Tuning: Taking action on customer satisfaction

Join us in the Zendesk forums today for the next installment of our Fine Tuning series.…

Forrester report: The Six Key Elements of Proactive Chat Article

Forrester report: The Six Key Elements of Proactive Chat

In this October 2014 report from Forrester Research, Inc., analyst Kate Leggett explains why chat is…

3 ways to use data to scale your support Article

3 ways to use data to scale your support

When I started working on the support team at Zendesk three years ago, there were only…

5 ways to add meaning to your customer data Article

5 ways to add meaning to your customer data

You have a lot of customer data in your Zendesk...so now what? Unless you know how…

Customizing Zendesk Insights Guide

Customizing Zendesk Insights

Zendesk Insights is a platform for analyzing your team’s customer support interactions and their impact on…

Measure customer loyalty right from Zendesk with Net Promoter Score® surveys Article

Measure customer loyalty right from Zendesk with Net Promoter Score® surveys

Companies looking to gather customer insights often invest huge amounts of financial and human resources in…

Getting Started with Net Promoter Score® Article

Getting Started with Net Promoter Score®

There’s a new way to measure customer loyalty in Zendesk. You have early access to our new…