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.
Customer requests are increasingly prone to volatility, putting pressure on support teams as ticket volume fluctuates during the COVID-19 outbreak
Zendesk is named a leader in the 2020 Gartner Magic Quadrant for the CRM Customer Engagement…
Are customers open to coronavirus-related surveys? According to original data from SurveyMonkey, they are — here's how to engage with them respectfully
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.
Churn rate can be a key metric to guide and improve a company's customer retention strategy and figure out its customer retention rate
Forget what you think you know about customer support, for now. In just a few short…
Customers expect fast, personal support from retailers. They want to connect with companies on their own…
When evaluated alongside a company’s other key metrics, a company’s churn rate is a powerful way to assess what a business is doing well, and where it needs to improve