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 Zendesk Benchmark: customer experience trends how-to guide Article

The Zendesk Benchmark: customer experience trends how-to guide

Your customers are comparing you to the best customer experience they’ve ever had—every time. It’s a…

The Zendesk Benchmark: 2019 customer experience trends Article

The Zendesk Benchmark: 2019 customer experience trends

Get your personalized Customer Support Performance Report Card here. Your customers are comparing you to the…

Your customers are important–and so is their data Article

Your customers are important–and so is their data

Security breaches pose real danger to fintech firms and their customers--so when evaluating customer service software, here's what should support leaders look for

5 trends to uncover in your customer service data Article

5 trends to uncover in your customer service data

A whole lot of data comes out of support interactions. Here are five telltale signs that there's a trend involving your customers and the effectiveness of your customer support.

3 smart solutions to common customer service challenges Article

3 smart solutions to common customer service challenges

While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common

Quantifying the business impact of customer service White Paper

Quantifying the business impact of customer service

Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional…

Three essential customer service metrics you need to measure Guide

Three essential customer service metrics you need to measure

What’s the best way to track how well we perform in customer service? Customer service metrics…

The how-to guide to omnichannel support Article

The how-to guide to omnichannel support

An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations. But the…

The Zendesk Benchmark: how fast-growing digital natives can innovate and scale Article

The Zendesk Benchmark: how fast-growing digital natives can innovate and scale

Enterprise companies that have already adopted digital technology face a unique set of opportunities and challenges.…

The Zendesk Benchmark: how established companies win with digital transformation Article

The Zendesk Benchmark: how established companies win with digital transformation

When customers speak with companies, they want to do so with the same digital channels they…

Experts weigh in on tomorrow’s best CX practices Article

Experts weigh in on tomorrow’s best CX practices

Forget trends—customer service leaders are looking for smart approaches to support that have staying power. In…

Fairness in the customer relationship White Paper

Fairness in the customer relationship

Win with fairness—strengthen your customer relationships The concept of fairness is essential to the relationship between…

Enterprise Benchmark: Comparing your customer service against other enterprises Article

Enterprise Benchmark: Comparing your customer service against other enterprises

As a customer support leader, you’ve probably wondered: “How does our department stack up against our…

Forrester: Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service Article

Forrester: Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

Delivering an excellent customer experience is necessary; believing it to be nonessential is to fall behind.…

Top 10 help desk metrics Guide

Top 10 help desk metrics

We’ve all heard the phrase, “an ounce of prevention is worth a pound of cure.” When…

The ROI case for omnichannel support Article

The ROI case for omnichannel support

Offering support across multiple channels is becoming more popular than ever as companies seek new ways…

Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Center Article

Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Center

In the global market for customer service software, Zendesk is named a leader in the 2019…

4 surprising findings on big companies and customer support Article

4 surprising findings on big companies and customer support

Some big companies were born digital; others are just starting to modernize their customer support. New Benchmark research points to best practices for both.

Understand and act on your ticket data with Insights reporting Article

Understand and act on your ticket data with Insights reporting

Making data-driven decisions to improve your customer service experience doesn’t need to be a difficult or…

(Measure up!) Benchmarks for customer support organizations – Americas Article

(Measure up!) Benchmarks for customer support organizations – Americas

Do you know the benchmark standards for optimal customer support? With data collected from 45,000 Zendesk…