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Improve customer experience

Customer service metrics and data

How support data influences Customer Experience

November 28, 2019
Customer service metrics and data Improve customer experience

When customers interact with support agents, they’re feeding companies with incredible insights that can transform CX. It affects agent workflow, product roadmaps, and overall customer experience.

Using data to amplify the Voice of Customer

November 14, 2019
Customer service metrics and data Improve customer experience

Businesses with a VoC program boast higher customer satisfaction, and have a better reputation when it comes to customer experience

What’s the difference between real-time analytics and historical analytics?

October 8, 2019
Customer service metrics and data Improve customer experience

Customer experience is the bottom line when it comes to decision making. But how do we know we’re making the right choice?

Aligning operational metrics with your customer service goals

May 13, 2019
Customer service metrics and data Improve customer experience Ticketing System

We identify three customer service goals that companies can measure and the metrics they need to do so

Omnichannel analytics: what the metrics can show you

March 25, 2019
Customer feedback Customer service metrics and data Improve customer experience

An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness

Your customers are important–and so is their data

February 13, 2019
Customer service metrics and data Improve customer experience Ticketing System

Security breaches pose real danger to fintech firms and their customers--so when evaluating customer service software, here's what should support leaders look for

5 trends to uncover in your customer service data

February 11, 2019
Customer service metrics and data Improve customer experience Ticketing System

A whole lot of data comes out of support interactions. Here are five telltale signs that there's a trend involving your customers and the effectiveness of your customer support.

3 smart solutions to common customer service challenges

January 31, 2019
Customer feedback Customer service metrics and data Improve customer experience

While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common

4 surprising findings on big companies and customer support

October 25, 2018
Customer service metrics and data Improve customer experience

Some big companies were born digital; others are just starting to modernize their customer support. New Benchmark research points to best practices for both.

Customer service world cup 2018

June 29, 2018
Customer service metrics and data Improve customer experience

Using a key indicator of good customer service—customer satisfaction—we ranked the world's happiest customers by country

The 9 key call center metrics to transform your contact center

June 12, 2018
Customer service metrics and data Improve customer experience Phone

There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place

All about average handle time

May 1, 2018
Customer service metrics and data Improve customer experience Phone

A customer’s time is precious, and so is yours. Average handle time (AHT) can help companies gauge the strength of their call center and phone support. It's a helpful KPI for both individual agents and the overall company.

The data-driven path to building a great help center

April 19, 2018
Customer service metrics and data Help Center Improve customer experience

Given the importance of great self-service support, which course should companies take to build out theirs? We turned to the Zendesk Benchmark for answers.

Figuring out “what happened?” with descriptive analytics

March 29, 2018
Customer service metrics and data Improve customer experience

Not sure what to make of your customer service efforts? There are multiple types of customer analytics that can help customer service teams stay proactive, but for proper preparations and clarity, they'll need descriptive analytics.

Three customer support KPIs you need to track

March 22, 2018
Customer service metrics and data Improve customer experience

Everyone uses different metrics to define their goals. So how should you even begin choosing your customer support KPIs?

Tap into the right self-service analytics to measure success

March 13, 2018
Customer service metrics and data Help Center Improve customer experience

If you're unsure how knowledge management is moving the needle on customer support, let self-service analytics be your guide as you plan for the future

Demystify your data: the 3 types of customer analytics

March 7, 2018
Customer service metrics and data Improve customer experience

Customer analytics can tell you what you want to know about your customers, leading to sharper predictions about the future and actionable roadmaps for achieving your desired results

Highlight your team’s performance with 7 customer support metrics

December 6, 2017
Customer service metrics and data Improve customer experience

By measuring key customer support metrics alongside and against each other, support leaders get a full view into the customer experience

8 Customer service baselines

October 19, 2017
Customer service metrics and data Improve customer experience

Setting customer service baselines and then hitting them is essential for delivering on your goal of providing great customer service

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

September 27, 2017
Customer service metrics and data Improve customer experience

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

August 17, 2017
Customer service metrics and data Employee Experience Improve customer experience

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

The science behind satisfaction prediction

August 9, 2017
Artificial Intelligence Customer service metrics and data Improve customer experience

We dive into the guts of Satisfaction Prediction to explain how it can help raise your company’s overall CSAT score and maintain happy customers

How to get customer feedback: 3 methods

August 2, 2017
Customer feedback Customer service metrics and data Improve customer experience

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

Raise your ticket deflection ratio with smart self-service

June 7, 2017
Customer service metrics and data Help Center Improve customer experience

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

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