客戶服務量化分析與資料

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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Benchmark Snapshot: Tracking the impacts of COVID-19 on CX

Customer requests are increasingly prone to volatility, putting pressure on support teams as ticket volume fluctuates during the COVID-19 outbreak

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Gartner 針對 CRM 客戶互動中心的 2020 Magic Quadrant 白皮書

Gartner 針對 CRM 客戶互動中心的 2020 Magic Quadrant

Zendesk 在 2020 年 Gartner 針對 CRM 客戶互動中心的 Magic Quadrant 中被評為領導者…

Sending surveys in the time of coronavirus 文章

Sending surveys in the time of coronavirus

Are customers open to coronavirus-related surveys? According to original data from SurveyMonkey, they are — here's how to engage with them respectfully

SMBs can do more with less during times of change 文章

SMBs can do more with less during times of change

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.

How to calculate your customer retention rate 文章

How to calculate your customer retention rate

Churn rate can be a key metric to guide and improve a company's customer retention strategy and figure out its customer retention rate

How to navigate the lasting impacts of COVID-19 on customer support 文章

How to navigate the lasting impacts of COVID-19 on customer support

Forget what you think you know about customer support, for now. In just a few short…

Refitting retail service and support 白皮書

Refitting retail service and support

Customers expect fast, personal support from retailers. They want to connect with companies on their own…

Customer churn rate 文章

Customer churn rate

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

Tips for boosting your average email open rate 文章

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