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.
Adapting to rapid change
These days, getting customer support right is more important than ever. Smaller firms must go above…
Latest stories
Article Home-bound customers turn to messaging channels
Like the perfect storm, 2020 blew in and turned business on its head. And today, business…
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Article Benchmark Snapshot: Tracking the impacts of COVID-19 on CX
Customer requests are increasingly prone to volatility, putting pressure on support teams as ticket volume fluctuates during the COVID-19 outbreak
White Paper Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Center
Zendesk is named a leader in the 2020 Gartner Magic Quadrant for the CRM Customer Engagement…
Article Sending surveys in the time of coronavirus
Are customers open to coronavirus-related surveys? According to original data from SurveyMonkey, they are — here's how to engage with them respectfully
Article SMBs can do more with less during times of change
Few have felt the impacts of COVID-19 more than small businesses. But there are opportunities to build a CX response that punches above your weight.
Article How to calculate your customer retention rate
Churn rate can be a key metric to guide and improve a company's customer retention strategy and figure out its customer retention rate
Article How to navigate the lasting impacts of COVID-19 on customer support
Forget what you think you know about customer support, for now. In just a few short…
White Paper Refitting retail service and support
Customers expect fast, personal support from retailers. They want to connect with companies on their own…