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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.


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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…

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

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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…

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

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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?

Make yourself heard

Join the Zendesk Experience Research Panel and help shape the future of our products.

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…

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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

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…

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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…

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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

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