Everyone uses different metrics to define their goals. So how should you even begin choosing your customer support KPIs?

Customer analytics can tell you what you want to know about your customers, leading to sharper predictions about the future and actionable roadmaps for achieving your desired results

It’s crucial to be sure that your live chat goals align with your business objectives. You don't want an opportunity to slip by, so we're highlighting five business goals that can be supported (and more achievable) by offering live chat.

For retailers, holidays are serious business year-round. Our analysis of Zendesk customer data reveals can't-miss insights.

It’s not often that you will see public dates for new features or products. Why is that? And how can your Support team play at hinting about upcoming releases while keeping things under wraps?

It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help

Figuring out how to reduce customer churn can take a fair amount of work. Putting an actionable strategy in place will ensure that your customers stay.

Support is often geared to the needs and capabilities of a company. It's time to put the customer first.

For admins who manage call centers, the right tool is more like a right hand. Introducing Dashboard API.

Phone apprehension is on the rise. We tell you how to banish that sense of dread—and your sweaty palms.

What can an NPS survey tells you about your customer experience?

Customers are always willing to tell you how they feel about your product. The question is, though: is there a better way to listen?

Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult

Simply offering a standard knowledge base portal isn’t enough—the design of your knowledge base affects your customers’ experience with your brand. The best knowledge bases are intuitive, accessible, and simple.

In this post, we’ll share how you can stand out from the crowd with a better online experience for your customers

Without categorizing the requests landing on your desk, collecting customer data needed to make informed decisions is almost impossible

Join our latest Fine Tuning discussion to learn more about the remaining “building blocks” of an ideal workflow

This Zendesk tip of the week looks at agents logged in and agents serving to measure agent productivity.

This Zendesk tip of the week overlays wait time on Chat Reports to identify increases in wait times.

Follow this Zendesk community tip from BetterCloud to improve feedback loops using the Zendesk API, Google Sheets, and the Google Apps Script

This Zendesk tip of the week is especially useful if you are trying to see how many tickets are directly linked to the JIRA issues

Building your Zendesk is a lot like building with LEGOs. Each component of Zendesk is made to work in harmony with the others so that you can create the strongest spaceship—or ticketing system—you can imagine. In today’s Fine Tuning discussion, I’ll walk through some key features, or building blocks

This Zendesk Tip of the Week will help you transition from Web Portal to Help Center

Learn how to use custom ticket fields and automations to set a reminder on a Zendesk ticket