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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Take it or leave it? What help desk data should you migrate? Article

Take it or leave it? What help desk data should you migrate?

There are a number of steps to take to know what help desk data is important…

How Real-time Customer Feedback Helps your Agents Improve Faster Article

How Real-time Customer Feedback Helps your Agents Improve Faster

Seeking feedback throughout the support process is essential to high-quality customer support

Forrester Names Zendesk a ‘Strong Performer’ Article

Forrester Names Zendesk a ‘Strong Performer’

Zendesk was cited in The Forrester Wave™: Customer Service Solutions for Midsize Teams, Q4 2015 Customer…

Community tip: The fab five for customer satisfaction Article

Community tip: The fab five for customer satisfaction

Five fabulous customer tips on customer satisfaction.

14 customer service resolutions for 2014: #resolve2solve Article

14 customer service resolutions for 2014: #resolve2solve

Happy New Year from Zendesk! As The Mentor might say (or rather, as English poet Edith…

Want to maximize survey response rates? Try this strategy Article

Want to maximize survey response rates? Try this strategy

You can control when to send your surveys, and data from 80M Zendesk customer satisfaction surveys…

4 steps to uncovering the right metrics for customer service Article

4 steps to uncovering the right metrics for customer service

Businesses are often surrounded by more data than they can handle. The trick is figuring out…

True stories of customer service ROI Article

True stories of customer service ROI

Any manager whose business thrives when customers are happy immediately understands the value of excellent customer…

How to create a customer survey people will actually complete Article

How to create a customer survey people will actually complete

Customers the world over are suffering from survey fatigue. But while customers may complain about too…

Zendesk Insights: Advanced Analytics & Reporting Video

Zendesk Insights: Advanced Analytics & Reporting

The business impact of customer service on customer lifetime value Article

The business impact of customer service on customer lifetime value

Irritating issues affect customers daily. In every industry, a customer will inevitably contact customer service to…

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One face of the brand customer support

Streamlining and improving the customer service experience has been proven to increase profits for retailers.1 Simply…

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Got Amazing Customer Service? Prove It.

Opaqueness is plaguing the customer service industry, endangering the world’s most precious commodity: happiness. To combat…

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Why We Introduced the Customer Satisfaction Metric

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Black Friday shoppers triple from last year

Was it worth it, America? Really? I know youÂ’ve been eyeing that new bagel-sized toaster and…

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Separating the Noise from the Signal. Or How to Deal with Huge Support Traffic Volumes.

We see more and more customers that experience frequent spikes in their support traffic, going from…