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 Zendesk research: Net Promoter Score® (NPS)
Net Promoter Score (NPS®), helps companies measure customer loyalty by asking a simple question: how likely…
Article Zendesk research: behavioral cues
In this report, we take a closer look at behavioral cues of customers and agents to…
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…
Article The easiest way to improve customer satisfaction
At the risk of sounding like a broken record, if you want to improve customer satisfaction,…
White Paper Gartner’s FrontRunners Quadrant for Help Desk Software
If you’re a small business software buyer, your decisions can have a direct impact on your…
Article Gartner Predicts 2017: CRM Customer Service and Support – EMEA
2016 has challenged industry leaders to engage customers across all support channels, but the coming year,…
White Paper Forrester: Pinpoint opportunities for better customer service
In today’s customer-centric world, technology constantly challenges and transforms how businesses interact with customers. The question…
2017 technology trends in customer support centers
A great customer experience helps to build long-term relationships with customers, yet many support organizations don’t…
Article How to add value to your customer data
Analysts often say uncovering customer insights is like finding a needle in a haystack. However, customer…
Article Conduct an honesty audit: Learn from customer feedback
Customer feedback is important, but what you do with that feedback is even more important. Here’s…
Article Forrester TEI Report Examines the ROI of Zendesk
Upgrades, upgrades, upgrades. Everyone is making them and so you ask yourself: Should your business upgrade…
Article The cost of disjointed data on the customer experience
To compete in today’s marketplace, retailers need to make customer data available to their agents in…
White Paper Gartner: Top Use Cases and Benefits of Consumer Messaging Apps for CRM
Odds are you’ve heard of Facebook Messenger, WeChat, Kik, Line, or Snapchat. Maybe you’re even an…
Article Beyond customer satisfaction: measuring customer happiness
There ways companies choose to measure their people and customers is changing to a more relationship-based…
Article Turn customer analytics into action
According to Gartner, “By 2018, 50% of agent interactions will be influenced by real-time analytics.” Organizations…
White Paper Gartner Predicts 2017: CRM Customer Service and Support
2016 has challenged industry leaders to engage customers across all support channels, but the coming year,…
Article Measuring success in a customer experience world
Any retailer knows today’s consumers expect the best, and they won’t stay loyal for long if…
Article How Zendesk measures the customer experience
Delivering on the customer experience is more than measuring customer satisfaction