Analytics 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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White Paper
1 min read
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 min read
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
9 min read
How to improve customer satisfaction
At the risk of sounding like a broken record, if you want to improve customer satisfaction,…
Article
3 min read
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
5 min read
How Zendesk measures the customer experience
Delivering on the customer experience is more than measuring customer satisfaction
Article
2 min read
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
6 min read
6 steps for measuring self-service success
When I started as the Technical Documentation Manager at RJMetrics, my main focus was to get…
Article
2 min read
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…
Article
6 min read
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…
Article
7 min read
What is Net Promoter Score? The complete guide to calculate and use NPS
Net Promoter Score® (NPS) helps companies determine if they offer a positive customer experience. Leverage Net Promoter Score® data to enhance your customer experience and boost your bottom line.
Article
1 min read
Forrester Names Zendesk a 'Strong Performer'
Zendesk was cited in The Forrester Wave™: Customer Service Solutions for Midsize Teams, Q4 2015 Customer…
Article
1 min read
Community tip: The fab five for customer satisfaction
Five fabulous customer tips on customer satisfaction.
Article
3 min read
Want to maximize survey response rates? Try this strategy
You can control when to send your surveys, and data from 80M Zendesk customer satisfaction surveys…
Article
1 min read
True stories of customer service ROI
Any manager whose business thrives when customers are happy immediately understands the value of excellent customer…
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