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.

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The impact of empowered support teams on small-business CX

Learn how to set support agents up for success, giving them the tools to drive your business forward.

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Forrester report: The case for asynchronous messaging: Apple Business Chat, Facebook Messenger, WhatsApp White Paper

Forrester report: The case for asynchronous messaging: Apple Business Chat, Facebook Messenger, WhatsApp

IT leaders are at the forefront of delivering exceptional customer and employee experiences, while keeping operational…

Customer service acronyms explained Article

Customer service acronyms explained

Customer service acronyms can be confusing to those still learning the field. Learn the explanations behind 30 common customer service acronyms.

A guide to customer service reports Article

A guide to customer service reports

Discover the reports that help you better understand and improve the customer experience.

7 tips to get your support teams through 2020 (and beyond!) Article

7 tips to get your support teams through 2020 (and beyond!)

Time to put away that crystal ball. If anything, 2020 has taught us to embrace a…

How to measure customer satisfaction: advice from industry leaders Article

How to measure customer satisfaction: advice from industry leaders

Measuring customer satisfaction is critical to growing your business, but don’t take our word for it. Here's how industry experts use customer satisfaction metrics.

Adapting to rapid change Guide

Adapting to rapid change

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

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…

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…