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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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.
Article
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
White Paper
2 min read
Gartner's Customer Engagement report
With the many available CEC options to research and choose from, it can be challenging to…
Article
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…
Article
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
Article
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.
Article
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
Article
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.
Article
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…
Article
1 min read
Zendesk research: analytics
High usage of analytics in customer service pays off: companies that depend more on analytics reports…
White Paper
1 min read
Zendesk research: retail and the holidays
The holiday season does not bear good tidings for the retail industry’s customer satisfaction scores. As…
Article
1 min read
Zendesk research: customer satisfaction
Customer satisfaction is a metric that measures how satisfied a customer was with a single support…
Article
Zendesk research: customer self-service
The popularity of customer self-service is growing faster than ever. Increasingly, consumers are turning to their…
Article
1 min read
Zendesk research: operational benchmarking
Operational benchmarking has a long history in business: It’s natural for companies to want to compare…
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