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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Zendesk research: analytics
High usage of analytics in customer service pays off: companies that depend more on analytics reports…
White Paper
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Zendesk research: retail and the holidays
The holiday season does not bear good tidings for the retail industry’s customer satisfaction scores. As…
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Zendesk research: customer satisfaction
Customer satisfaction is a metric that measures how satisfied a customer was with a single support…
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Zendesk research: customer self-service
The popularity of customer self-service is growing faster than ever. Increasingly, consumers are turning to their…
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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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Zendesk research: live chat
The popularity of live chat for customer service is rising fast. Increasingly, consumers turn to live…
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Zendesk research: Net Promoter Score® (NPS)
Net Promoter Score (NPS®), helps companies measure customer loyalty by asking a simple question: how likely…
White Paper
1 min read
Gartner: knowledge management will transform CRM customer service
Knowledge management can make or break your organization’s customer service. Not only can it impact productivity…
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4 min read
4 KPIs you should be measuring and why
It’s an old cliché: “What gets measured gets done.” Unfortunately, many organizations make the mistake of…
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9 min read
How to improve customer satisfaction
At the risk of sounding like a broken record, if you want to improve customer satisfaction,…
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3 min read
How to add value to your customer data
Analysts often say uncovering customer insights is like finding a needle in a haystack. However, customer…
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5 min read
How Zendesk measures the customer experience
Delivering on the customer experience is more than measuring customer satisfaction
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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Introducing the new Zendesk: Built for better customer relationships
Zendesk has evolved from a customer service product to a family of products for improving customer…
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6 min read
6 steps for measuring self-service success
When I started as the Technical Documentation Manager at RJMetrics, my main focus was to get…
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2 min read
Welcome BIME Analytics Team to the Zendesk Family
We are excited to announce that we have acquired the company and team behind the award-winning…
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6 min read
5 ways to add meaning to your customer data
You have a lot of customer data in your Zendesk...so now what? Unless you know how…
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7 min read
What is Net Promoter Score (NPS)? A complete guide
Companies looking to gather customer insights often invest huge amounts of financial and human resources in…
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