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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How support data influences customer experience Article

How support data influences 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 Article

Using data to amplify the Voice of Customer

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? Article

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

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

5 biggest gaps in customer service for midsize companies Guide

5 biggest gaps in customer service for midsize companies

Companies like Amazon and Uber have set the standard for customer service, which means that keeping…

Optimize your self-service with the right metrics Guide

Optimize your self-service with the right metrics

Analytics work hand-in-hand with your self-service, providing the data you need to build better experiences for…

How to report across multiple channels Article

How to report across multiple channels

There are some basics to think about when it comes to using data to improve operations…

Aligning operational metrics with your customer service goals Article

Aligning operational metrics with your customer service goals

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

CCW special report: knowledge management White Paper

CCW special report: knowledge management

The level your organization performs at can often depend on how effective your knowledge management system…

Gartner’s top 10 strategic technology trends for 2019 Article

Gartner’s top 10 strategic technology trends for 2019

Check out a more updated report on customer trends here. Using digital twins allows you to…

Getting started with Zendesk Explore—your guide to customer analytics Guide

Getting started with Zendesk Explore—your guide to customer analytics

Our guide to getting started with Zendesk Explore will help you set up and make the…

Omnichannel analytics: what the metrics can show you Article

Omnichannel analytics: what the metrics can show you

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

The Zendesk Benchmark: customer experience trends how-to guide White Paper

The Zendesk Benchmark: customer experience trends how-to guide

Your customers are comparing you to the best customer experience they’ve ever had—every time. It’s a…

The Zendesk Benchmark: 2019 customer experience trends Article

The Zendesk Benchmark: 2019 customer experience trends

Get your personalized Customer Support Performance Report Card here. Your customers are comparing you to the…

Your customers are important–and so is their data Article

Your customers are important–and so is their data

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 Article

5 trends to uncover in your customer service data

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 Article

3 smart solutions to common customer service challenges

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

Quantifying the business impact of customer service White Paper

Quantifying the business impact of customer service

Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional…

3 essential customer service metrics you need to measure Guide

3 essential customer service metrics you need to measure

What’s the best way to track how well we perform in customer service? Customer service metrics…

The how-to guide to omnichannel support Article

The how-to guide to omnichannel support

An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations. But the…

The Zendesk Benchmark: how fast-growing digital natives can innovate and scale Article

The Zendesk Benchmark: how fast-growing digital natives can innovate and scale

Enterprise companies that have already adopted digital technology face a unique set of opportunities and challenges.…