Zendesk industry benchmarks

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The Zendesk Benchmark: how established companies win with digital transformation Article

The Zendesk Benchmark: how established companies win with digital transformation

When customers speak with companies, they want to do so with the same digital channels they…

Enterprise Benchmark: Comparing your customer service against other enterprises Article

Enterprise Benchmark: Comparing your customer service against other enterprises

As a customer support leader, you’ve probably wondered: “How does our department stack up against our…

The ROI case for omnichannel support Article

The ROI case for omnichannel support

Offering support across multiple channels is becoming more popular than ever as companies seek new ways…

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

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

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

(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…

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…

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…

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…