Customer service metrics 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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7 tips to get your support teams through 2020 (and beyond!)

Time to put away that crystal ball. If anything, 2020 has taught us to embrace a…

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How to measure customer satisfaction: advice from industry leaders Article

How to measure customer satisfaction: advice from industry leaders

Measuring customer satisfaction is critical to growing your business, but don’t take our word for it. Here's how industry experts use customer satisfaction metrics.

Adapting to rapid change Guide

Adapting to rapid change

These days, getting customer support right is more important than ever. Smaller firms must go above…

Home-bound customers turn to messaging channels Article

Home-bound customers turn to messaging channels

Like the perfect storm, 2020 blew in and turned business on its head. And today, business…

Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Center White Paper

Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Center

Zendesk is named a leader in the 2020 Gartner Magic Quadrant for the CRM Customer Engagement…

Sending surveys in the time of coronavirus Article

Sending surveys in the time of coronavirus

Are customers open to coronavirus-related surveys? According to original data from SurveyMonkey, they are — here's how to engage with them respectfully

SMBs can do more with less during times of change Article

SMBs can do more with less during times of change

Few have felt the impacts of COVID-19 more than small businesses. But there are opportunities to build a CX response that punches above your weight.

How to calculate your customer retention rate Article

How to calculate your customer retention rate

Churn rate can be a key metric to guide and improve a company's customer retention strategy and figure out its customer retention rate

How to navigate the lasting impacts of COVID-19 on customer support Article

How to navigate the lasting impacts of COVID-19 on customer support

Forget what you think you know about customer support, for now. In just a few short…