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
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
Article
1 min read
Gartner's 5 key emerging technologies and their impact on customer experience
At Zendesk, we create service-first CRM solutions that allow companies around the globe to provide innovative…
Article
The State of Digital Transformation In Financial Services, 2020
According to Forrester Research, customer experience (CX) and revenue growth have been top drivers of digital…
Article
8 min read
Benchmark Snapshot: Tracking the impacts of COVID-19 on CX
Customer requests are increasingly prone to volatility, putting pressure on support teams as ticket volume fluctuates during the COVID-19 outbreak
Article
4 min read
Drive revenue with customer analytics
As companies grow, customers suffer. For small and medium-sized businesses, tracking relevant data is crucial to providing the best CX possible
Article
1 min read
The Zendesk Customer Experience Trends Report 2020
Customer loyalty can help drive the success of a business, and the customer experience (CX) drives…
Article
2 min read
Use your IoT data to create a better customer experience
Paying attention to their IoT data can help companies foster deeper relationships with customers and create better experiences
Article
4 min read
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.
Make yourself heard
Join the Zendesk Experience Research Panel and help shape the future of our products.
Article
23 min read
Voice of the Customer (VoC): Streamline data collection + analysis to inform strategy
Are you truly listening to your customers? Use Voice of the Customer programs to gather feedback and improve the customer experience.
Article
6 min read
How service recovery programs can build customer loyalty
Don’t let your customer service team miss out on the opportunity to turn every negative interaction into a positive one. Take a look at how a service recovery program can help
Article
4 min read
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?
1 min read
5 biggest gaps in customer service for midsize companies
Companies like Amazon and Uber have set the standard for customer service, which means that keeping…
1 min read
Optimize your self-service with the right metrics
Analytics work hand-in-hand with your self-service, providing the data you need to build better experiences for…
Article
5 min read
How to report across multiple channels
There are some basics to think about when it comes to using data to improve operations…
Article
4 min read
Aligning operational metrics with your customer service goals
We identify three customer service goals that companies can measure and the operational metrics they need to do so
1 min read
Getting started with Zendesk Explore—your guide to customer analytics
Our guide to getting started with Zendesk Explore will help you set up and make the…
Subscribe to the blog
The best source of information for customer service, sales tips, guides, and industry best practices. Join us.