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
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.
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.
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 2024
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
White Paper
1 min read
Customer service trends in media and entertainment
Customer trust and loyalty is hard-won and easily lost. As media and entertainment companies continue to…
Article
10 min read
Top 10 customer engagement metrics to measure in 2024
By monitoring customer engagement metrics, you can understand how your audience is responding to your marketing content—and what could be improved to encourage more engagement
White Paper
1 min read
Why 44% of customers experience poor customer service when banking online
According to a recent IDC report, 44% of customers say they’ve had poor experiences when banking…
Article
6 min read
Customer data visualization
Data visualization using charts, maps, infographics, and dashboards to convey the meaning of data. When tracking customer data, it's important to know what you're looking at in order to capitalize from your tickets, conversations, and other interactions
Article
12 min read
How to track consumer behavior (and why you should)
Track consumer behavior and leverage that data to create better, more personalized customer experiences.
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