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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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…
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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.
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20 call center metrics and KPIs to enhance the CX
Call center metrics can help you measure your team’s performance and boost your customer experience. Discover some of the most important below.
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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.
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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.
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5 min read
Top 10 customer experience KPIs and metrics for 2026
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.
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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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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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2 min read
Tap into the right self-service analytics to measure success
If you're unsure how knowledge management is moving the needle on customer support, let self-service analytics be your guide as you plan for the future
Join 2,000 service leaders at Zendesk Relate 2026
Over three days, you will hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell, and more. Relate is where service leaders connect, learn, and discover new resolutions.
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Gartner's Customer Engagement report
With the many available CEC options to research and choose from, it can be challenging to…
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1 min read
Gartner predicts the future of CRM and customer experience
The future is unknown and the unknown can be both exciting and frightening. Thankfully, we believe…
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4 min read
Highlight your team’s performance with 7 customer support metrics
By measuring key customer support metrics alongside and against each other, support leaders get a full view into the customer experience
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7 min read
First reply time: 9 tips to deliver faster customer service
First reply time refers to how quickly an organization can respond to a customer. Learn how to measure, track, and improve this crucial metric in our guide.
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2 min read
Conduct an agent satisfaction survey
Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business
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8 min read
How to get feedback from customers: 8 best ways
Every business should know how to get feedback from customers. The customer feedback process empowers your audience and provides you with valuable insights into the customer journey.
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3 min read
Raise your ticket deflection ratio with smart self-service
It's time to demystify ticket deflection and improve your deflection ratio
White Paper
1 min read
Gartner’s 2017 Magic Quadrant for CRM | Zendesk
In this report, Magic Quadrant for the CRM Customer Engagement Center 2017, Gartner examines the global…
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