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 Data transparency matters to customers. Are organizations listening?
Customer experience (CX) has become the business strategy, and with good reason. 75% of customers will…
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.
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.
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.
Article 6 tips for creating more inclusive surveys
Now more than ever inclusion is a measure of workplace culture and inequality across industries. But…
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.
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 the pandemic (and beyond!)
Time to put away that crystal ball. If anything, 2020 taught us to embrace a certain…
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 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.
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 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.
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…