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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A complete guide to personalization in 2021 Article

A complete guide to personalization in 2021

Customers often want personalized experiences but hesitate to share too many details. Here’s how to navigate conflicting interests and deliver personalization.

How to leverage data and personalization throughout the customer lifecycle Article

How to leverage data and personalization throughout the customer lifecycle

Data is key to delivering a superior customer experience. Here’s how to use the right data to provide personalization and enhance the customer journey, from sales to support.

Data transparency matters to customers. Are organizations listening? Article

Data transparency matters to customers. Are organizations listening?

Customer experience (CX) has become the business strategy, and with good reason. 75% of customers will…

The digital tipping point: How SMBs can accelerate CX success in 2021 Guide

The digital tipping point: How SMBs can accelerate CX success in 2021

Companies are rapidly acquiring new technologies to reach customers and connect remote teams. Our report provides data-backed best practices to help you keep up.

The digital tipping point: How mid-to-large-sized businesses can accelerate CX success in 2021 Guide

The digital tipping point: How mid-to-large-sized businesses can accelerate CX success in 2021

Companies are rapidly acquiring new technologies to reach customers and connect remote teams. Our report provides data-backed best practices to help you keep up.

CX is at a digital tipping point—here’s what IT leaders can prepare for Article

CX is at a digital tipping point—here’s what IT leaders can prepare for

As companies broaden CX technology investments, IT leaders are in a unique position to drive CX forward.

6 tips for creating more inclusive surveys Article

6 tips for creating more inclusive surveys

Now more than ever inclusion is a measure of workplace culture and inequality across industries. But…

The state of your business, as told by data Article

The state of your business, as told by data

Customer experience works better when it's driven by data — that's why it's important to integrate data from sales, support, and your customers. Here's how.

Is your customer support team ready this holiday season? Article

Is your customer support team ready this holiday season?

It’s the most wonderful time of the year — unless you’re sitting on hold with a…

Forrester report: The case for asynchronous messaging: Apple Business Chat, Facebook Messenger, WhatsApp White Paper

Forrester report: The case for asynchronous messaging: Apple Business Chat, Facebook Messenger, WhatsApp

IT leaders are at the forefront of delivering exceptional customer and employee experiences, while keeping operational…

Customer service acronyms explained Article

Customer service acronyms explained

Customer service acronyms can be confusing to those still learning the field. Learn the explanations behind 30 common customer service acronyms.

A guide to customer service reports Article

A guide to customer service reports

Discover the reports that help you better understand and improve the customer experience.

7 tips to get your support teams through the pandemic (and beyond!) Article

7 tips to get your support teams through the pandemic (and beyond!)

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

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…

2021 Gartner Magic Quadrant for the CRM Customer Engagement Center White Paper

2021 Gartner Magic Quadrant for the CRM Customer Engagement Center

Get your complimentary copy of the 2021 Gartner Magic Quadrant to learn why Zendesk is recognized as a Leader.

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.

What is customer retention rate? How do you calculate retention rate? Article

What is customer retention rate? How do you calculate retention rate?

While companies should closely monitor their customer retention rate and churn rate, there are other customer retention metrics worth paying attention to.