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 Gartner: CRM applications will fail without customer empathy
Artificial intelligence and machine learning are game-changing technologies, but they won’t help your business leap forward…
Article Nucleus Research: Zendesk yields high ROI for Trustpilot
Founded in 2007, Trustpilot is an international provider of user-generated reviews of online businesses with customers…
Article Forrester’s Vendor Landscape: ITSM SaaS Solutions
Many organizations in the infrastructure and operations (I&O) space rely on IT service management (ITSM) tools…
Article Forrester Research: Use Digital Technologies to Improve Employee Engagement
Increasing and measuring employee engagement is a priority for most companies, and yet how to achieve…
Article 6 steps for measuring self-service success
When I started as the Technical Documentation Manager at RJMetrics, my main focus was to get…
Article Report: Predicting customer satisfaction is the future of great customer service
Most companies measure customer satisfaction, and while it's a very important metric, it looks backward at…
Article Why every support team needs a data analyst
Meet Sarah, Senior Data Analyst on Zendesk’s Global Customer Advocacy team, who shares how she made…
Article Let the machines do the learning: Introducing Satisfaction Prediction
Support agents have a lot on their plate. Agents must respond to a wide variety of…
Article From the forums: How we make the most of our NPS data
Ever wonder how Zendesk analyzes and follows up on NPS data? We know as well as…
Article Gartner: Best Practices for Making Live Chat a Must-Have Engagement Channel
Edmunds.com, a customer of Zopim (now Zendesk Chat), was featured in this Gartner report. Read on…
Article Gartner Predicts 2016: CRM Customer Service and Support
In 2015, industry leaders were challenged to innovate and engage customers across all support channels: mobile,…
Article Forrester Brief: Focus On Three New Service Experiences
How to win over digital customers? Help them help themselves. According to Forrester Research’s April 2015…
White Paper Gartner: Why You Need To Rethink Your Customer Self-Service Strategy
Regardless of the industry, businesses everywhere are investing in customer self-service options to improve the customer…
Article Fine Tuning: Taking action on customer satisfaction
Join us in the Zendesk forums today for the next installment of our Fine Tuning series.…
Article Forrester report: The Six Key Elements of Proactive Chat
In this October 2014 report from Forrester Research, Inc., analyst Kate Leggett explains why chat is…
Article 3 ways to use data to scale your support
When I started working on the support team at Zendesk three years ago, there were only…
Article 5 ways to add meaning to your customer data
You have a lot of customer data in your Zendesk...so now what? Unless you know how…
Guide Customizing Zendesk Insights
Zendesk Insights is a platform for analyzing your team’s customer support interactions and their impact on…
Article Measure customer loyalty right from Zendesk with Net Promoter Score® surveys
Companies looking to gather customer insights often invest huge amounts of financial and human resources in…
Article Getting Started with Net Promoter Score®
There’s a new way to measure customer loyalty in Zendesk. You have early access to our new…