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
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.
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, explained (+5 ways to improve it)
Learn the best ways to make life easier for your customers by tracking your Customer Effort Score.
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.
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.
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.
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