4 KPIs you should be measuring and why

March 26, 2017

It’s an old cliché: “What gets measured gets done.” Unfortunately, many organizations make the mistake of relying too few metrics

3 ways to improve CSAT

February 17, 2017

Wouldn’t you want to know if your customers are unhappy, and if so, why? Understanding a customer’s pain points can help you improve your business and better serve your customers

How to add value to your customer data

January 20, 2017

Analysts often say uncovering customer insights is like finding a needle in a haystack. However, customer data can’t be burned or blown away—as many inventive haystack conquering solutions suggest. Customer data has to be thoughtfully organized and cared for no matter where it stems from

Beyond customer satisfaction: measuring customer happiness

December 8, 2016

There ways companies choose to measure their people and customers is changing to a more relationship-based approach

Turn customer analytics into action

December 7, 2016

According to Gartner, “By 2018, 50% of agent interactions will be influenced by real-time analytics.” Organizations are diving deeper into customer analytics in order to cultivate effortless customer experiences

Fine Tuning: Spreadsheets are not your friend

November 17, 2016

Are you spending hours creating reports that nobody is reading

Introducing Zendesk Explore: your new home for actionable customer data

November 7, 2016

Relationships among people can take many forms and it’s no different with businesses

Students aren’t the only ones learning—How ESL Education used BIME to unpack their data

September 21, 2016

With an expanding base of international clients, ESL education wanted to perform more sophisticated and sector-specific analysis. But before 2014, ESL Education didn’t have a business intelligence (BI) platform that allowed for this level of insight

Our first stops on the road to data liberation

September 12, 2016

Every day, we capture over 4.6 million interactions across Zendesk products. That’s a lot of customers reaching out to over 81,000 businesses for help. We knew we were sitting on top of a lot of valuable customer data—not just insights about our own customers but also

Three new tools to make you a better support leader

August 14, 2016

Zendesk August quarterly product release includes: Satisfaction Reasons, updates on the Pathfinder app, and better insights into macros

How gaming company Miniclip is getting to know their players

August 4, 2016

Every gaming company wants to build a better game and provide the best experience possible for its players. To do so requires an understanding of the gamers themselves—what games they like or what actions they

Put yourself in your customer’s shoes with BIME and Segment

April 6, 2016

Today a new integration between Segment, BIME, and Zendesk makes it possible to pull siloed customer data from tools like Zendesk, Salesforce, and HubSpot into a single data warehouse for a complete view of the customer experience

Why every support team needs a data analyst

March 21, 2016

Meet Sarah, Senior Data Analyst on Zendesk’s Global Customer Advocacy team, who shares how she made the move from advocate to analyst and clues us into the types of support stories data can help tell

From the forums: How we make the most of our NPS data

February 11, 2016

Ever wonder how Zendesk analyzes and follows up on NPS data? We know as well as our customers that collecting NPS data is one thing, but making sense of it, and making it actionable, is sometimes another

Fine Tuning: The art of Zendesk maintenance

November 19, 2015

Join us in the Zendesk forums today for the next installment of our Fine Tuning Series. We’re hosting a day-long discussion focused on maintaining your Zendesk account

Fine Tuning: Capturing the right data to provide a more personalized customer experience

October 29, 2015

Join us in the Zendesk forums today for the next installment of our Fine Tuning Series. We’re hosting a day-long discussion focused on capturing the right user data to provide a more personalized

Tip of the week: Including 0 values in Insights reports

October 27, 2015

This tip of the week covers how to include 0 values in Insights reports. To do this we’ll create a custom metric using the IFNULL function

Welcome BIME Analytics Team to the Zendesk Family

October 13, 2015

We are excited to announce that we have acquired the company and team behind the award-winning BIME Analytics. They have been pioneers in the area of cloud-based analytics since 2009, and we are excited to welcome them to the Zendesk product family. BIME Analytics is a modern business analytics platform, which includes real-time connectors to […]

9 tips for better customer feedback forms

June 23, 2015

Customer feedback is essential to improving your product, your delivery, and even your fundamental understanding of your users. Most companies know this, but struggle to gather enough good feedback to act on. Why? It could be as simple as

Invoice2Go maximizes agent performance with Zopim and Zendesk

May 26, 2015

Invoice2Go, a mobile application designed to help small businesses with invoicing and expense tracking, has been a Zendesk user ever since the inception of their customer service team. They chose Zendesk back in 2011 because it displayed the perfect balance between value and features.

Fine Tuning: Insights

April 27, 2015

Join us in the Zendesk forums today for the next installment of our Fine Tuning Series. We’re hosting a day-long discussion focused on Getting to Know Insights. Throughout the day, I’ll post suggestions about

3 ways to use data to scale your support

March 13, 2015

When I started working on the support team at Zendesk three years ago, there were only 13 people on the team. Now, that same team is around 60 advocates strong. In the early days, our support process was simple

Customer service management—not by the numbers

February 5, 2015

Paint by numbers kits have allowed millions of people to create their own masterpieces for decades now. The kits provide a controlled environment—the brushes, the paint, the canvas, and the numbers never

What’s your type? 4 types of customer service operations

February 4, 2015

“Actions speak louder than words,” right? In our latest Zendesk Benchmark report (released today), we decided to explore this idea by looking beyond typical industry designations (what your company “looks” or “sounds” like) in a search of a more relevant and accurate