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.

Guide

Adapting to rapid change

These days, getting customer support right is more important than ever. Smaller firms must go above…

Latest stories

Home-bound customers turn to messaging channels Article

Home-bound customers turn to messaging channels

Like the perfect storm, 2020 blew in and turned business on its head. And today, business…

Benchmark Snapshot: Tracking the impacts of COVID-19 on CX 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

Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Center 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…

Sending surveys in the time of coronavirus 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

SMBs can do more with less during times of change 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.

How to calculate your customer retention rate 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

How to navigate the lasting impacts of COVID-19 on customer support 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…

Refitting retail service and support White Paper

Refitting retail service and support

Customers expect fast, personal support from retailers. They want to connect with companies on their own…