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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Conduct an honesty audit: Learn from customer feedback 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…

Gartner: Top Use Cases and Benefits of Consumer Messaging Apps for CRM 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…

How to to achieve customer happiness Article

How to to achieve customer happiness

Customer satisfaction is no longer enough to compete with top-performing businesses—you need customer happiness.

How Zendesk measures the customer experience Article

How Zendesk measures the customer experience

Delivering on the customer experience is more than measuring customer satisfaction

Introducing the new Zendesk: Built for better customer relationships 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…

Gartner: CRM applications will fail without customer empathy 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…

Forrester’s Vendor Landscape: ITSM SaaS Solutions 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…

Forrester Research: Use Digital Technologies to Improve Employee Engagement 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…

6 steps for measuring self-service success Article

6 steps for measuring self-service success

When I started as the Technical Documentation Manager at RJMetrics, my main focus was to get…

Why every support team needs a data analyst 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…

Let the machines do the learning: Introducing Satisfaction Prediction 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…

A quick guide to achieving customer satisfaction 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.

Gartner: Best Practices for Making Live Chat a Must-Have Engagement Channel 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…

Welcome BIME Analytics Team to the Zendesk Family 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…

Gartner: Why You Need To Rethink Your Customer Self-Service Strategy 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…

Forrester report: The Six Key Elements of Proactive Chat 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…

3 ways to use data to scale your support 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…

5 ways to add meaning to your customer data 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…

Customizing Zendesk Insights Guide

Customizing Zendesk Insights

Zendesk Insights is a platform for analyzing your team’s customer support interactions and their impact on…

Measure customer loyalty right from Zendesk with Net Promoter Score® surveys 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…