Customer requests are increasingly prone to volatility, putting pressure on support teams as ticket volume fluctuates during the COVID-19 outbreak

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

Data isn’t all schmaltz and talk, and more and more companies are adopting support strategies and CRM solutions where visible big data is fueling growth

As companies grow, customers suffer. For small and medium-sized businesses, tracking relevant data is crucial to providing the best CX possible

Paying attention to their IoT data can help companies foster deeper relationships with customers and create better experiences

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

Businesses with a VoC program boast higher customer satisfaction, and have a better reputation when it comes to customer experience

Customer experience is the bottom line when it comes to decision making. But how do we know we’re making the right choice?

We identify three customer service goals that companies can measure and the metrics they need to do so

An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness

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

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.

While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common

Some big companies were born digital; others are just starting to modernize their customer support. New Benchmark research points to best practices for both.

Using a key indicator of good customer service—customer satisfaction—we ranked the world's happiest customers by country

There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place

A customer’s time is precious, and so is yours. Average handle time (AHT) can help companies gauge the strength of their call center and phone support. It's a helpful KPI for both individual agents and the overall company.

Given the importance of great self-service support, which course should companies take to build out theirs? We turned to the Zendesk Benchmark for answers.

Not sure what to make of your customer service efforts? There are multiple types of customer analytics that can help customer service teams stay proactive, but for proper preparations and clarity, they'll need descriptive analytics.

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

If you're unsure how knowledge management is moving the needle on customer support, let self-service analytics be your guide as you plan for the future

By measuring key customer support metrics alongside and against each other, support leaders get a full view into the customer experience

Setting customer service baselines and then hitting them is essential for delivering on your goal of providing great customer service

Deceptively simple, vastly important, and full of hidden pitfalls, first reply time is a tricky member of the support metrics family