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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

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.

Article
6 min read

3 smart solutions to common customer service challenges

While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common

White Paper
1 min read

Quantifying the business impact of customer service

Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional…

Article
1 min read

The how-to guide to omnichannel support

An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations. But the…

Article
1 min read

The Zendesk Benchmark: how fast-growing digital natives can innovate and scale

Enterprise companies that have already adopted digital technology face a unique set of opportunities and challenges.…

Article
2 min read

The Zendesk Benchmark: how established companies win with digital transformation

When customers speak with companies, they want to do so with the same digital channels they…

Article
10 min read

Customer Effort Score simplified + how to measure it

Customer Effort Score is a metric that measures how easily customers get what they need from your company, from checking out to resolving an issue.

Article
9 min read

12 help desk metrics to measure support performance

Here are 12 help desk metrics and KPIs to measure your business's ability to serve customers or employees.

1 min read

The ROI case for omnichannel support

Offering support across multiple channels is becoming more popular than ever as companies seek new ways…

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

Article
2 min read

Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Center

In the global market for customer service software, Zendesk is named a leader in the 2019…

Article
4 min read

4 surprising findings on big companies and customer support

Some big companies were born digital; others are just starting to modernize their customer support. New Benchmark research points to best practices for both.

Article
28 min read

31 call center metrics and KPIs to enhance the customer experience

Call center metrics can help you measure your team’s performance and boost your customer experience.

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

Article
11 min read

What is average handle time (AHT) and how do you calculate it?

Average handle time (AHT) is a customer service metric that measures the average length of a customer's call. Use it to improve operational efficiency.

Article
8 min read

The data-driven path to building a great help center

Given the importance of great self-service support, which course should companies take to build out theirs? We turned to the Zendesk Benchmark for answers.

Article
5 min read

Top 10 customer experience KPIs and metrics for 2024

It can be easy to feel overwhelmed by the number of customer experience KPIs. Learn how to identify the ones most important to your company.

Article
4 min read

Figuring out "what happened?" with descriptive analytics

Not sure what to make of your customer service efforts? There are multiple types of customer analytics that can help customer service teams stay proactive, but for proper preparations and clarity, they'll need descriptive analytics.

Article
9 min read

21 customer service KPIs every support team needs to track

Customer service KPIs can provide insight into the effectiveness of your customer support. Discover the 21 most important metrics to track below.

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