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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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…
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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…
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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
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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
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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…
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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
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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.
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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.
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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
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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?
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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…
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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
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