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.

Latest stories Page 2

Tips for boosting your average email open rate 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

Customer service trends in media and entertainment 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…

4 customer engagement metrics and how to measure them Article

4 customer engagement metrics and how to measure them

The customer engagement metrics you track will depend on the goal of the campaign, meaning what actions you want the user to take

Why 44% of customers experience poor customer service when banking online 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…

Customer data visualization Article

Customer data visualization

What is data visualization? Well, it’s exactly what it sounds like — using charts, maps, infographics, and other images to visually convey the meaning of data

Tracking and predicting consumer behavior to influence the customer experience Article

Tracking and predicting consumer behavior to influence the customer experience

When businesses glean insights about consumer behavior from their support interactions, they can drive more customer-focused business decisions

Better customer behavior analytics Article

Better customer behavior 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

How data improves customer service Article

How data improves customer service

Data isn’t all schmaltz and talk, and more and more companies are adopting support strategies and CRM solutions where visible big data is fueling growth

Gartner’s 5 key emerging technologies and their impact on customer experience Article

Gartner’s 5 key emerging technologies and their impact on customer experience

At Zendesk, we create service-first CRM solutions that allow companies around the globe to provide innovative…

The State of Digital Transformation In Financial Services, 2020 Article

The State of Digital Transformation In Financial Services, 2020

According to Forrester Research, customer experience (CX) and revenue growth have been top drivers of digital…

Drive revenue with customer analytics Article

Drive revenue with customer analytics

As companies grow, customers suffer. For small and medium-sized businesses, tracking relevant data is crucial to providing the best CX possible

The Zendesk Customer Experience Trends Report 2020 Article

The Zendesk Customer Experience Trends Report 2020

Customer loyalty can help drive the success of a business, and the customer experience (CX) drives…

Use your IoT data to create a better customer experience Article

Use your IoT data to create a better customer experience

Paying attention to their IoT data can help companies foster deeper relationships with customers and create better experiences

How support data influences customer experience Article

How support data influences customer experience

When customers interact with support agents, they’re feeding companies with incredible insights that can transform CX. It affects agent workflow, product roadmaps, and overall customer experience.

Using data to amplify the Voice of Customer Article

Using data to amplify the Voice of Customer

Businesses with a VoC program boast higher customer satisfaction, and have a better reputation when it comes to customer experience

What’s the difference between real-time analytics and historical analytics? Article

What’s the difference between real-time analytics and historical analytics?

Customer experience is the bottom line when it comes to decision making. But how do we know we’re making the right choice?

5 biggest gaps in customer service for midsize companies Guide

5 biggest gaps in customer service for midsize companies

Companies like Amazon and Uber have set the standard for customer service, which means that keeping…

Optimize your self-service with the right metrics Guide

Optimize your self-service with the right metrics

Analytics work hand-in-hand with your self-service, providing the data you need to build better experiences for…

How to report across multiple channels Article

How to report across multiple channels

There are some basics to think about when it comes to using data to improve operations…

Customer service standards: why they’re important Guide

Customer service standards: why they’re important

Why are customer service standards so important? In an age of rising customer expectations—a time when…