Analytics 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.
Latest stories
1 min read
The digital tipping point: How mid-to-large-sized businesses can accelerate CX success in 2026
Companies are rapidly acquiring new technologies to reach customers and connect remote teams. Our report provides data-backed best practices to help you keep up.
Article
5 min read
CX is at a digital tipping point—here’s what IT leaders can prepare for
As companies broaden CX technology investments, IT leaders are in a unique position to drive CX forward.
Article
7 min read
6 tips for creating more inclusive surveys
Now more than ever inclusion is a measure of workplace culture and inequality across industries. But…
Article
1 min read
The state of your business, as told by data
Customer experience works better when it's driven by data — that's why it's important to integrate data from sales, support, and your customers. Here's how.
Make yourself heard
Join the Zendesk Experience Research Panel and help shape the future of our products.
Article
3 min read
Is your customer support team ready this holiday season?
It’s the most wonderful time of the year — unless you’re sitting on hold with a…
Article
12 min read
Measuring customer experience: 6 metrics to do it right
Improve CX by regularly measuring customer experience metrics and leveraging key insights effectively.
Article
8 min read
Customer service acronyms and abbreviations you need to know
Whether you're new or have been in the industry for years, use this handy guide to the most common customer service acronyms and abbreviations.
Article
5 min read
7 tips to get your support teams through the pandemic (and beyond!)
Time to put away that crystal ball. If anything, 2020 taught us to embrace a certain…
Article
13 min read
5 methods for measuring customer satisfaction
Measuring customer satisfaction is critical to growing your business. Here are the key metrics to track.
1 min read
Adapting to rapid change
These days, getting customer support right is more important than ever. Smaller firms must go above…
Article
7 min read
Home-bound customers turn to messaging channels
Like the perfect storm, 2020 blew in and turned business on its head. And today, business…
White Paper
2 min read
2021 Gartner Magic Quadrant for the CRM Customer Engagement Center
Get your complimentary copy of the 2021 Gartner Magic Quadrant to learn why Zendesk is recognized as a Leader.
Join 2,000 service leaders at Zendesk Relate 2026
Over three days, you will hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell, and more. Relate is where service leaders connect, learn, and discover new resolutions.
Article
7 min read
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
8 min read
Customer retention rate + formula: A guide for 2026
The customer retention rate tallies the number of customers a company retains over time. Learn more about customer retention and how to calculate it.
Article
5 min read
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…
Article
10 min read
Churn rate: What it is + how to calculate it
Customer churn rate is a key metric for businesses looking to scale. Learn how to calculate it and ways to reduce it in our guide.
Article
8 min read
Tips for boosting your average email open rate
Email marketing is a powerful way to connect with customers. Boosting your average email open rate plays a huge part in its success
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