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 How’s your first reply time? Not fast enough.
Deceptively simple, vastly important, and full of hidden pitfalls, first reply time is a tricky member of the support metrics family
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
White Paper Forrester: Win Funding For Your Customer Service Project
A winning customer service strategy can drive strong brand recognition, consistent customer loyalty, and a profitable…
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
White Paper Forrester: How to build customer trust more quickly
Talk is cheap. That old adage is never more true than when you’re talking about trust.…
Article Keep customers happy with data-driven CX
Available On-Demand with Zendesk’s Katherine Kelly & Anthony Okumura Keeping customers happy is the name of…
White Paper Gartner: Plan Now for Critical Shifts in Customer Interaction Patterns
Hindsight may be 20/20, but foresight is what gets you ahead in business. Are you dedicating…
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…
White Paper Gartner’s 2016 Magic Quadrant for the CRM Customer Engagement Center
Note: The 2016 Gartner report referenced below is no longer available for complimentary download. But good…
Article Zendesk research: analytics
High usage of analytics in customer service pays off: companies that depend more on analytics reports…
Article 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…