Note: As of 2017, Zendesk Insights is even better and now called Zendesk Explore.
Today’s customer service organizations battle against a lack of visibility into team performance, siloed data, and the perception that customer service is a cost center to the business. The question arises: How can I show that Customer Service is a differentiator?
Today we’re happy to introduce a better way to make sense of your data: Zendesk Insights. Businesses who use Insights are more efficient and provide better support to their customers. With Insights, you can tap the true potential of your data and drive change in your customer support operations.
It should come as no surprise that companies who use data are more effective. In the Q1 2014 Zendesk Benchmark Report, we found Zendesk customers who actively use analytics boast a 12% quicker first reply time and 16% faster full resolution time than those who don’t.
It’s all about what lies beneath the surface. To really understand what’s happening, you need to understand what the data is saying. Zendesk has always been invested in educating businesses about the importance of their data and how to use it. In fact, in the Forrester Research, Inc. Q2 2014 report (The Forrester Wave™: Customer Service Solutions For Small And Midsize Teams, Q2 2014), Zendesk received the highest score of any reviewed customer service solution vendor in the Business Intelligence category.
Insights empowers customer service teams to drive change—not just in customer service, but for the whole company:
- Know what’s happening. Get to the root of your customer service performance. With access to historical reporting on every customer interaction, you can measure and optimize the customer experience.
- Gain greater context. Understand the impact of your customer service. Tie metrics to outcomes for the business and customer, and make informed decisions.
- Drive change. Turn findings into action and raise the profile of customer support within your company. Insights helps highlight the benefit of great support—not just for customers, but for the entire company.
Insights includes industry best practice dashboards that eliminate the guesswork when measuring your team’s performance. Spot trends and correlations, build customized reports, then dig in and share this valuable info with the rest of your organization. Companies like Shopify, Republic Wireless, and Hootsuite look to Insights to drive their business.
“It’s my team’s job to look at all the issues, and prioritize what bugs to pass to our development team,” Says Jonas Stanford, Global Manager of Customer Service at Hootsuite. “With Insights, we can understand the customer impact, share that information with our management, and keep them updated with a weekly report of what’s been found.”
We will begin the roll out of Insights in June. By the end of September, we plan to have Insights available to every Plus, Enterprise, and Enterprise Elite account. Starting today, you can take Insights for a spin by signing up for a free trial (note: All trials start on Plus).