First contact resolution: beacon of good support?

May 30, 2017

First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer experience. But it’s not without its pitfalls

4 KPIs you should be measuring and why

March 26, 2017

It’s an old cliché: “What gets measured gets done.” Unfortunately, many organizations make the mistake of relying too few metrics

Zendesk Neighbor Foundation 2016 Annual Report

January 23, 2017

At Zendesk, we believe in building better relationships—with our customers, between our employees, and with our local community

How to add value to your customer data

January 20, 2017

Analysts often say uncovering customer insights is like finding a needle in a haystack. However, customer data can’t be burned or blown away—as many inventive haystack conquering solutions suggest. Customer data has to be thoughtfully organized and cared for no matter where it stems from

Beyond customer satisfaction: measuring customer happiness

December 8, 2016

There ways companies choose to measure their people and customers is changing to a more relationship-based approach

Turn customer analytics into action

December 7, 2016

According to Gartner, “By 2018, 50% of agent interactions will be influenced by real-time analytics.” Organizations are diving deeper into customer analytics in order to cultivate effortless customer experiences

How Zendesk measures the customer experience

November 22, 2016

Delivering on the customer experience is more than measuring customer satisfaction

Fine Tuning: Spreadsheets are not your friend

November 17, 2016

Are you spending hours creating reports that nobody is reading

Introducing Zendesk Explore: your new home for actionable customer data

November 7, 2016

Relationships among people can take many forms and it’s no different with businesses

Introducing the new Zendesk: Built for better customer relationships

October 25, 2016

Zendesk has evolved from a customer service product to a family of products for improving customer relationships. Meet the new Zendesk

Students aren’t the only ones learning—How ESL Education used BIME to unpack their data

September 21, 2016

With an expanding base of international clients, ESL education wanted to perform more sophisticated and sector-specific analysis. But before 2014, ESL Education didn’t have a business intelligence (BI) platform that allowed for this level of insight

Our first stops on the road to data liberation

September 12, 2016

Every day, we capture over 4.6 million interactions across Zendesk products. That’s a lot of customers reaching out to over 81,000 businesses for help. We knew we were sitting on top of a lot of valuable customer data—not just insights about our own customers but also

How gaming company Miniclip is getting to know their players

August 4, 2016

Every gaming company wants to build a better game and provide the best experience possible for its players. To do so requires an understanding of the gamers themselves—what games they like or what actions they

Put yourself in your customer’s shoes with BIME and Segment

April 6, 2016

Today a new integration between Segment, BIME, and Zendesk makes it possible to pull siloed customer data from tools like Zendesk, Salesforce, and HubSpot into a single data warehouse for a complete view of the customer experience

An analytics platform built for every job: Introducing BIME v7

January 5, 2016

Just before the winter holidays, our friends over at BIME launched version 7 of their analytics platform. BIME helps businesses discover and visualize the data and KPIs that matter most, and became

Welcome BIME Analytics Team to the Zendesk Family

October 13, 2015

We are excited to announce that we have acquired the company and team behind the award-winning BIME Analytics. They have been pioneers in the area of cloud-based analytics since 2009, and we are excited to welcome them to the Zendesk product family. BIME Analytics is a modern business analytics platform, which includes real-time connectors to […]

Zendesk’s Time Tracking app: exactly what it sounds like

August 19, 2014

Knowing where and how to improve the efficiency of your support team can certainly be challenging. You need visibility into your support data in a way that’s meaningful and

Transform your data into something more meaningful

June 26, 2014

Today we’re happy to introduce a better way to make sense of your data: Zendesk Insights. Businesses who use Insights are more efficient and provide better support to their customers

Advanced Analytics in Zendesk

December 6, 2012

Yesterday we announced some great new Zendesk features. Today, we’re going to focus on one: Advanced Analytics