Determine the "Good" and the "Bad" with predictive analytics
At Zendesk, we know that what you've really always wanted was someone leaning over an agent's shoulder saying "That was good" or "That was bad." Which we all really need in life. It's possible with Zendesk Explore software.
The inside scoop
As time elapses between the initial customer input and the agent response, Explore will lower the satisfaction score. Because, let's face it, no one wants to wait around for an answer. The gaps between conversations are a key indicator of the ultimate satisfaction. The number of replies on a ticket also drives down customer satisfaction.
Did you know?
Explore's predictive analytics can be used in really interesting ways – even in terms of prioritizing triage and altering workflow. With the satisfaction prediction feature, every time a ticket is updated, a new prediction is made based on a personalized model for the account.
A timely solution
Explore gives an agent insight as to if things are going well or if a future churn is predicted as a result of the customer interaction. Lots of data inputs are reduced to one score. Explore takes a really messy world of Big Data and reduces it down to one useful number. And did we mention that it catches on? Machine learning at its finest.
How Explore works
Effort Metrics (replies, reopens, reassignments) + Time Metrics (first reply time, full resolution time, requester wait time) + Ticket Text (comments, channel, priority) % = Do Something! (prioritize tickets, drive biz rules, trigger integrations)
Extend your reach
Explore's analytics platform lets you share dashboards with your entire organization, customers, or partners. Everyone can work together to improve the customer experience. You can also get reports delivered right to your inbox.
See why Zendesk Explore is the predictive analytics tool you've been searching for. Sign up for your free trial.
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