Zendesk Insights Delivers Deeper Understanding of CustomersJune 29, 2014
by Daniel Gutierrez
Zendesk, Inc. (NYSE: ZEN) has launched Insights, its next-generation analytics tool for organizations to measure and visualize the impact of their customer service interactions managed through its cloud-based customer service platform. Recognizing that organizations are overwhelmed with the volume of business data available to them, Zendesk built Insights to deliver easy-to-understand visualizations and reports that quickly allow any organization to measure the effectiveness of their customer support, benchmark themselves against industry peers and better understand their customers.
Analytics play a critical role in delivering efficient customer support and, ultimately, satisfying customers. Organizations actively using analytics in their support operations record a 12 percent faster first-response time to customer inquiries and completely resolve inquiries 16 percent faster, according to the most recent Zendesk Benchmark report. Zendesk also was among the select companies that Forrester Research, Inc. invited to participate in The Forrester Wave™: Customer Service Solutions For Small And Midsize Teams, Q2 2014. In this evaluation, Zendesk received the highest score among all reviewed vendors in the Business Intelligence category.
"Organizations today are facing a data deluge, and they want information that they can use to reshape their operations and customer relationships,” said Sam Boonin, Zendesk’s vice president of products. “With Insights, Zendesk does the heavy lifting to help support leaders apply their data and make business decisions that improve their relationships with customers.”
Insights is available to customers on the Plus, Enterprise and Enterprise Elite pricing plans as a core feature of Zendesk’s customer service platform. The new dynamic dashboards and reports make it easy for support teams to navigate and understand their data. They can filter metrics by such categories as support channels, groups of agents, and specific sets of customers; zoom into a worldwide map of support inquiries; and compare themselves to industry peers through the Zendesk Benchmark, which combines customer service data from more than 23,000 participating Zendesk customer accounts globally.
Republic Wireless, Shopify and HootSuite are among the companies that are using Zendesk Insights to pinpoint their performance against trends in their industries and improve their customer experiences.
"Insights gives us more context to understand the lifecycle of each ticket and interaction between customers and agents,” said Doc Shufelt, vice president of operations at Republic Wireless. “This allows us to gather relevant data that helps us understand, develop and improve each agent’s performance. It provides data to make future staffing and training decisions.”
By using Zendesk Insights, organizations can:
- Know what’s happening - Insights takes every interaction that occurs between an organization and its customers in Zendesk, and turns it into data that can be used to measure and improve customer experiences. Managers can use information in the new prebuilt dashboards, like agent performance, to make hiring and staffing decisions.
- Gain greater context - Insights captures context through custom fields on tickets, users and organizations. With context, organizations can drill down into specific segments of customers and find out the number of negative reviews they received from their biggest-spending customers.
- Drive change - With Insights, support teams can raise the profile of customer service within their organization by knowing where to focus. Support teams can use information from Insights to work with other teams or business units to ensure that input from customers is included in new products or services.