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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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…
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…
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.
Article A guide to customer service reports
Discover the reports that help you better understand and improve the customer experience.
Article 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…
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.
Guide Adapting to rapid change
These days, getting customer support right is more important than ever. Smaller firms must go above…
Article Home-bound customers turn to messaging channels
Like the perfect storm, 2020 blew in and turned business on its head. And today, business…
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…
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
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.
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
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…
White Paper Refitting retail service and support
Customers expect fast, personal support from retailers. They want to connect with companies on their own…
Article Guide to customer churn rate
When evaluated alongside a company’s other key metrics, a company’s churn rate is a powerful way to assess what a business is doing well, and where it needs to improve
Article Tips for boosting your average email open rate
Email marketing is a powerful way to connect with customers. Boosting your average email open rate plays a huge part in its success
White Paper Customer service trends in media and entertainment
Customer trust and loyalty is hard-won and easily lost. As media and entertainment companies continue to…
Article 4 customer engagement metrics and how to measure them
By monitoring customer engagement metrics, you can understand how your audience is responding to your marketing content—and what could be improved to encourage more engagement
White Paper Why 44% of customers experience poor customer service when banking online
According to a recent IDC report, 44% of customers say they’ve had poor experiences when banking…
Article Customer data visualization
Data visualization using charts, maps, infographics, and dashboards to convey the meaning of data. When tracking customer data, it's important to know what you're looking at in order to capitalize from your tickets, conversations, and other interactions