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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Article 8 Customer service baselines
Setting customer service baselines and then hitting them is essential for delivering on your goal of providing great customer service
Article First reply time: 6 tips to deliver faster customer service
Customers expect quick responses, and with the right tools, you can be both fast and helpful.
Article Conduct an agent satisfaction survey
Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business
Article The science behind satisfaction prediction
We dive into the guts of Satisfaction Prediction to explain how it can help raise your…
Article How to get customer feedback: 3 methods
The first step towards understanding how to get customer feedback is to know the 3 different types
Article Raise your ticket deflection ratio with smart self-service
It's time to demystify ticket deflection and improve your deflection ratio
Article First contact resolution: beacon of good support?
First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer…
White Paper Forrester: Transform the Contact Center for Customer Service Excellence
The belief that “strong contact centers are an opportunity for success” has provoked shared sentiments amongst…
Article Ticket deflection: the currency of self-service
New tech and tools are making self-service a better option for customers and businesses. It's easier…
White Paper Gartner’s 2017 Magic Quadrant for CRM | Zendesk
In this report, Magic Quadrant for the CRM Customer Engagement Center 2017, Gartner examines the global…
Article Zendesk research: analytics
High usage of analytics in customer service pays off: companies that depend more on analytics reports…
White Paper Zendesk research: retail and the holidays
The holiday season does not bear good tidings for the retail industry’s customer satisfaction scores. As…
Article Zendesk research: customer satisfaction
Customer satisfaction is a metric that measures how satisfied a customer was with a single support…
Article Zendesk research: customer self-service
The popularity of customer self-service is growing faster than ever. Increasingly, consumers are turning to their…
Article Zendesk research: operational benchmarking
Operational benchmarking has a long history in business: It’s natural for companies to want to compare…
Article Zendesk research: live chat
The popularity of live chat for customer service is rising fast. Increasingly, consumers turn to live…
Article Zendesk research: Net Promoter Score® (NPS)
Net Promoter Score (NPS®), helps companies measure customer loyalty by asking a simple question: how likely…
White Paper Gartner examines customer experience innovation for 2017
Bad decisions are, well, bad. Yet, it can be difficult to make good decisions without the…
White Paper Gartner: knowledge management will transform CRM customer service
Knowledge management can make or break your organization’s customer service. Not only can it impact productivity…
Article 4 KPIs you should be measuring and why
It’s an old cliché: “What gets measured gets done.” Unfortunately, many organizations make the mistake of…