How to report across multiple channels
There are some basics to think about when it comes to using data to improve operations across multiple channels.
Aligning operational metrics with your customer service goals
We identify three customer service goals that companies can measure and the metrics they need to do so
Omnichannel analytics: what the metrics can show you
An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness
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.
Say hello to Zendesk Explore
With Zendesk Explore, you get instant access to the customer analytics that matter—and the deeper understanding of your customers and business that comes with it.
Figuring out “what happened?” with descriptive analytics
Not sure what to make of your customer service efforts? There are multiple types of customer analytics that can help customer service teams stay proactive, but for proper preparations and clarity, they'll need descriptive analytics.
Three customer support KPIs you need to track
Everyone uses different metrics to define their goals. So how should you even begin choosing your customer support KPIs?
Demystify your data: the 3 types of customer analytics
Customer analytics can tell you what you want to know about your customers, leading to sharper predictions about the future and actionable roadmaps for achieving your desired results
8 Customer service baselines
Setting customer service baselines and then hitting them is essential for delivering on your goal of providing great customer service
First contact resolution: beacon of good support?
First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer experience. But it’s not without its pitfalls
4 KPIs you should be measuring and why
It’s an old cliché: “What gets measured gets done.” Unfortunately, many organizations make the mistake of relying too few metrics
Zendesk Neighbor Foundation 2016 Annual Report
At Zendesk, we believe in building better relationships—with our customers, between our employees, and with our local community
How to add value to your customer data
Analysts often say uncovering customer insights is like finding a needle in a haystack. However, customer data can’t be burned or blown away—as many inventive haystack conquering solutions suggest. Customer data has to be thoughtfully organized and cared for no matter where it stems from
Beyond customer satisfaction: measuring customer happiness
There ways companies choose to measure their people and customers is changing to a more relationship-based approach
Turn customer analytics into action
According to Gartner, “By 2018, 50% of agent interactions will be influenced by real-time analytics.” Organizations are diving deeper into customer analytics in order to cultivate effortless customer experiences
How Zendesk measures the customer experience
Delivering on the customer experience is more than measuring customer satisfaction
Fine Tuning: Spreadsheets are not your friend
Are you spending hours creating reports that nobody is reading
Introducing the new Zendesk: Built for better customer relationships
Zendesk has evolved from a customer service product to a family of products for improving customer relationships. Meet the new Zendesk
Students aren’t the only ones learning—How ESL Education used BIME to unpack their data
With an expanding base of international clients, ESL education wanted to perform more sophisticated and sector-specific analysis. But before 2014, ESL Education didn’t have a business intelligence (BI) platform that allowed for this level of insight
Our first stops on the road to data liberation
Every day, we capture over 4.6 million interactions across Zendesk products. That’s a lot of customers reaching out to over 81,000 businesses for help. We knew we were sitting on top of a lot of valuable customer data—not just insights about our own customers but also
How gaming company Miniclip is getting to know their players
Every gaming company wants to build a better game and provide the best experience possible for its players. To do so requires an understanding of the gamers themselves—what games they like or what actions they
Put yourself in your customer’s shoes with BIME and Segment
Today a new integration between Segment, BIME, and Zendesk makes it possible to pull siloed customer data from tools like Zendesk, Salesforce, and HubSpot into a single data warehouse for a complete view of the customer experience
An analytics platform built for every job: Introducing BIME v7
Just before the winter holidays, our friends over at BIME launched version 7 of their analytics platform. BIME helps businesses discover and visualize the data and KPIs that matter most, and became
Welcome BIME Analytics Team to the Zendesk Family
We are excited to announce that we have acquired the company and team behind the award-winning BIME Analytics. They have been pioneers in the area of cloud-based analytics since 2009, and we are excited to welcome them to the Zendesk product family. BIME Analytics is a modern business analytics platform, which includes real-time connectors to […]