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
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.
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…
Make yourself heard
Join the Zendesk Experience Research Panel and help shape the future of our products.
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…
Article
4 min read
Omnichannel analytics: what the metrics can show you
An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness
White Paper
1 min read
The Zendesk Benchmark: customer experience trends how-to guide
Your customers are comparing you to the best customer experience they’ve ever had—every time. It’s a…
Article
4 min read
Your customers are important--and so is their data
Security breaches pose real danger to fintech firms and their customers--so when evaluating customer service software, here's what should support leaders look for
Article
4 min read
5 trends to uncover in your customer service data
A whole lot of data comes out of support interactions. Here are five telltale signs that there's a trend involving your customers and the effectiveness of your customer support.
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