How support data influences Customer Experience
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.
Using data to amplify the Voice of Customer
Businesses with a VoC program boast higher customer satisfaction, and have a better reputation when it comes to customer experience
What’s the difference between real-time analytics and historical analytics?
Customer experience is the bottom line when it comes to decision making. But how do we know we’re making the right choice?
Aligning operational metrics with your customer service goals
We identify three customer service goals that companies can measure and the metrics they need to do so
Omnichannel analytics: what the metrics can show you
An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness
Your customers are important–and so is their data
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
5 trends to uncover in your customer service data
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.
3 smart solutions to common customer service challenges
While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common
4 surprising findings on big companies and customer support
Some big companies were born digital; others are just starting to modernize their customer support. New Benchmark research points to best practices for both.
Customer service world cup 2018
Using a key indicator of good customer service—customer satisfaction—we ranked the world's happiest customers by country
The 9 key call center metrics to transform your contact center
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
All about average handle time
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.
The data-driven path to building a great help center
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.
Figuring out “what happened?” with descriptive analytics
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.
Three customer support KPIs you need to track
Everyone uses different metrics to define their goals. So how should you even begin choosing your customer support KPIs?
Tap into the right self-service analytics to measure success
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
Demystify your data: the 3 types of customer analytics
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
Highlight your team’s performance with 7 customer support metrics
By measuring key customer support metrics alongside and against each other, support leaders get a full view into the customer experience
8 Customer service baselines
Setting customer service baselines and then hitting them is essential for delivering on your goal of providing great customer service
How’s your first reply time? Not fast enough.
Deceptively simple, vastly important, and full of hidden pitfalls, first reply time is a tricky member of the support metrics family
Conduct an agent satisfaction survey
Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business
The science behind satisfaction prediction
We dive into the guts of Satisfaction Prediction to explain how it can help raise your company’s overall CSAT score and maintain happy customers
How to get customer feedback: 3 methods
The first step towards understanding how to get customer feedback is to know the 3 different types
Raise your ticket deflection ratio with smart self-service
It’s time to demystify ticket deflection and improve your deflection ratio