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 Drive revenue with customer analytics
As companies grow, customers suffer. For small and medium-sized businesses, tracking relevant data is crucial to providing the best CX possible
Article The Zendesk Customer Experience Trends Report 2020
Customer loyalty can help drive the success of a business, and the customer experience (CX) drives…
Article Use your IoT data to create a better customer experience
Paying attention to their IoT data can help companies foster deeper relationships with customers and create better experiences
Article How support data influences customer experience
When customers interact with support agents, they’re feeding companies with incredible insights that can transform CX. It affects agent workflow, product roadmaps, and overall customer experience.
Article Using data to amplify the Voice of Customer
Businesses with a VoC program boast higher customer satisfaction, and have a better reputation when it comes to customer experience
Article What’s the difference between real-time analytics and historical analytics?
Customer experience is the bottom line when it comes to decision making. But how do we know we’re making the right choice?
Guide 5 biggest gaps in customer service for midsize companies
Companies like Amazon and Uber have set the standard for customer service, which means that keeping…
Guide Optimize your self-service with the right metrics
Analytics work hand-in-hand with your self-service, providing the data you need to build better experiences for…
Article How to report across multiple channels
There are some basics to think about when it comes to using data to improve operations…
Article Aligning operational metrics with your customer service goals
We identify three customer service goals that companies can measure and the operational metrics they need to do so
White Paper CCW special report: knowledge management
The level your organization performs at can often depend on how effective your knowledge management system…
Article Gartner’s top 10 strategic technology trends for 2019
Check out a more updated report on customer trends here. Using digital twins allows you to…
Guide Getting started with Zendesk Explore—your guide to customer analytics
Our guide to getting started with Zendesk Explore will help you set up and make the…
Article Omnichannel analytics: what the metrics can show you
An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness
White Paper The Zendesk Benchmark: customer experience trends how-to guide
Your customers are comparing you to the best customer experience they’ve ever had—every time. It’s a…
Article The Zendesk Benchmark: 2019 customer experience trends
Get your personalized Customer Support Performance Report Card here. Your customers are comparing you to the…
Article Your customers are important–and so is their data
Security breaches pose real danger to fintech firms and their customers--so when evaluating customer service software, here's what should support leaders look for
Article 5 trends to uncover in your customer service data
A whole lot of data comes out of support interactions. Here are five telltale signs that there's a trend involving your customers and the effectiveness of your customer support.
Article 3 smart solutions to common customer service challenges
While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common
White Paper Quantifying the business impact of customer service
Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional…