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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The science behind satisfaction prediction Article

The science behind satisfaction prediction

We dive into the guts of Satisfaction Prediction to explain how it can help raise your…

How to get customer feedback: 3 methods Article

How to get customer feedback: 3 methods

The first step towards understanding how to get customer feedback is to know the 3 different types

Raise your ticket deflection ratio with smart self-service Article

Raise your ticket deflection ratio with smart self-service

It's time to demystify ticket deflection and improve your deflection ratio

First contact resolution: beacon of good support? Article

First contact resolution: beacon of good support?

First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer…

Forrester: Transform the Contact Center for Customer Service Excellence White Paper

Forrester: Transform the Contact Center for Customer Service Excellence

The belief that “strong contact centers are an opportunity for success” has provoked shared sentiments amongst…

Ticket deflection: the currency of self-service Article

Ticket deflection: the currency of self-service

New tech and tools are making self-service a better option for customers and businesses. It's easier…

Gartner’s 2017 Magic Quadrant for CRM | Zendesk White Paper

Gartner’s 2017 Magic Quadrant for CRM | Zendesk

In this report, Magic Quadrant for the CRM Customer Engagement Center 2017, Gartner examines the global…

Zendesk research: analytics Article

Zendesk research: analytics

High usage of analytics in customer service pays off: companies that depend more on analytics reports…

Zendesk research: retail and the holidays White Paper

Zendesk research: retail and the holidays

The holiday season does not bear good tidings for the retail industry’s customer satisfaction scores. As…

Zendesk research: customer satisfaction Article

Zendesk research: customer satisfaction

Customer satisfaction is a metric that measures how satisfied a customer was with a single support…

Zendesk research: customer self-service Article

Zendesk research: customer self-service

The popularity of customer self-service is growing faster than ever. Increasingly, consumers are turning to their…

Zendesk research: operational benchmarking Article

Zendesk research: operational benchmarking

Operational benchmarking has a long history in business: It’s natural for companies to want to compare…

Zendesk research: live chat Article

Zendesk research: live chat

The popularity of live chat for customer service is rising fast. Increasingly, consumers turn to live…

Zendesk research: Net Promoter Score® (NPS) Article

Zendesk research: Net Promoter Score® (NPS)

Net Promoter Score (NPS®), helps companies measure customer loyalty by asking a simple question: how likely…

Gartner examines customer experience innovation for 2017 White Paper

Gartner examines customer experience innovation for 2017

Bad decisions are, well, bad. Yet, it can be difficult to make good decisions without the…

Gartner: knowledge management will transform CRM customer service White Paper

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…

4 KPIs you should be measuring and why Article

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…

The easiest way to improve customer satisfaction Article

The easiest way to improve customer satisfaction

At the risk of sounding like a broken record, if you want to improve customer satisfaction,…

Gartner’s FrontRunners Quadrant for Help Desk Software White Paper

Gartner’s FrontRunners Quadrant for Help Desk Software

If you’re a small business software buyer, your decisions can have a direct impact on your…

How to add value to your customer data Article

How to add value to your customer data

Analysts often say uncovering customer insights is like finding a needle in a haystack. However, customer…