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.
Latest stories Page 6
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…
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 How to to achieve customer happiness
Customer satisfaction is no longer enough to compete with top-performing businesses—you need customer happiness.
Article How Zendesk measures the customer experience
Delivering on the customer experience is more than measuring customer satisfaction
Article Introducing the new Zendesk: Built for better customer relationships
Zendesk has evolved from a customer service product to a family of products for improving customer…
Article Gartner: CRM applications will fail without customer empathy
Artificial intelligence and machine learning are game-changing technologies, but they won’t help your business leap forward…
Article Forrester’s Vendor Landscape: ITSM SaaS Solutions
Many organizations in the infrastructure and operations (I&O) space rely on IT service management (ITSM) tools…
Article Forrester Research: Use Digital Technologies to Improve Employee Engagement
Increasing and measuring employee engagement is a priority for most companies, and yet how to achieve…
Article 6 steps for measuring self-service success
When I started as the Technical Documentation Manager at RJMetrics, my main focus was to get…
Article Why every support team needs a data analyst
Meet Sarah, Senior Data Analyst on Zendesk’s Global Customer Advocacy team, who shares how she made…
Article Let the machines do the learning: Introducing Satisfaction Prediction
Support agents have a lot on their plate. Agents must respond to a wide variety of…
Article A quick guide to achieving customer satisfaction
It's harder than ever to stand out from the competition. Here's how focusing on customer satisfaction can help.
Article Gartner: Best Practices for Making Live Chat a Must-Have Engagement Channel
Edmunds.com, a customer of Zopim (now Zendesk Chat), was featured in this Gartner report. Read on…
Article Welcome BIME Analytics Team to the Zendesk Family
We are excited to announce that we have acquired the company and team behind the award-winning…
White Paper Gartner: Why You Need To Rethink Your Customer Self-Service Strategy
Regardless of the industry, businesses everywhere are investing in customer self-service options to improve the customer…
Article Forrester report: The Six Key Elements of Proactive Chat
In this October 2014 report from Forrester Research, Inc., analyst Kate Leggett explains why chat is…
Article 3 ways to use data to scale your support
When I started working on the support team at Zendesk three years ago, there were only…
Article 5 ways to add meaning to your customer data
You have a lot of customer data in your Zendesk...so now what? Unless you know how…
Guide Customizing Zendesk Insights
Zendesk Insights is a platform for analyzing your team’s customer support interactions and their impact on…
Article Measure customer loyalty right from Zendesk with Net Promoter Score® surveys
Companies looking to gather customer insights often invest huge amounts of financial and human resources in…