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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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…
Article The Zendesk Benchmark: 2019 customer experience trends
Get your personalized Customer Support Performance Report Card here. Your customers are comparing you to the…
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
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.
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
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…
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…
Article The how-to guide to omnichannel support
An omnichannel approach is unparalleled in terms of operational metrics and meeting customer expectations. But the…
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.…
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…
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…
White Paper Fairness in the customer relationship
Win with fairness—strengthen your customer relationships The concept of fairness is essential to the relationship between…
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…
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.…
Guide Top 10 help desk metrics
We’ve all heard the phrase, “an ounce of prevention is worth a pound of cure.” When…
Article The ROI case for omnichannel support
Offering support across multiple channels is becoming more popular than ever as companies seek new ways…
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…
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.
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…
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…