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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

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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…

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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.

Article
6 min read

Customer service analytics: Types, use cases, and benefits

How customer behavior informs how companies understand, collect and process customer service analytics, leading to sharper predictions about the future and actionable roadmaps.

Article
5 min read

How data improves customer service

Data isn’t all schmaltz and talk, and more and more companies are adopting support strategies and CRM solutions where visible big data is fueling growth

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