News : Zendesk Insights Delivers Deeper Understanding of Customers
Zendesk, Inc. (NYSE: ZEN) launches Insights, its 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.
"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 participating Zendesk customer accounts globally.
"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."
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Zendesk is inspiring the help desk 2.0 movement through a focus on enlightened customer support. As the first organization in the industry to leverage SaaS and the benefits of web-based communication and social media, Zendesk provides the only professional-grade on-demand help desk. Combining the convenience of the web and agile support, Zendesk extends good help desk karma to any company, large or small, looking to offer beautifully simple online support that is flexible, rich and intuitive.
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Published: Wednesday, July 2, 2014