Zendesk Debuts Sophisticated Real-Time Analytics Solution
August 25 2020 - 12:00PM
Business Wire
Advanced capabilities in Explore Enterprise
will allow businesses to use customer service data to inform
decisions across support, sales, product and more
Zendesk, Inc. (NYSE: ZEN) today announced the launch of Explore
Enterprise, the newest solution within its service-first CRM
platform, which enables companies to analyze real-time data in
order to understand changing needs. As global ticket volume reaches
record highs, leaders can use Explore Enterprise to share relevant
insights instantly with other teams and departments, helping them
make faster decisions to improve their entire customer
experience.
“Customers are seeking more support from businesses than ever
before, which is putting increased pressure on CX leaders and their
teams,” said Shawna Wolverton, EVP of Product, Zendesk. “With
Explore Enterprise, Zendesk gives companies the ability to analyze
data in order to have a clear view of customer trends they are
seeing across our Support and Sales Suites. These comprehensive
insights allow businesses to quickly address emerging challenges
and opportunities not just in customer service, but throughout
their entire business.”
Zendesk customers such as Mailchimp are already benefiting from
using Explore’s reporting analytics to understand trends in over
30,000 tickets a month. “It’s about understanding our data as a
whole, and being able to look at the big picture,” said Spencer
Caratti, Senior Director of Customer Support at Mailchimp. “We’re
able to take that cumulative voice of the customer and distill that
down to figure out what needs to be prioritized and make meaningful
fixes that happen."
With real-time analytics and enhanced team collaboration
features, Explore Enterprise enables leaders to manage and scale
their business by:
- Monitoring data across customer support channels with pre-built
and customizable live charts
- Acting on current trends by setting threshold alerts to see
when teams are under a heavy load
- Improving productivity and reducing context switching with
embeddable dashboards
- Boosting team collaboration with advanced report sharing and
scheduling capabilities inside and outside the organization
“There is still a massive global shift towards digital
transformation, and that has recently accelerated across every
industry sector. Businesses must respond to this new pace of change
and the organizations that are already digitally driven will pivot
faster,” said Sheryl Kingstone of 451 Research, a part of S&P
Global Market Intelligence.
Explore Enterprise provides instant insight across Zendesk
products including Support, Talk, Chat, Sell and Guide* to provide
a comprehensive, unified view of the customer. This includes
information on how customers are using social messaging for support
and which channels they prefer for communication. These learnings
enable leaders to refine how they serve customers over channels
such as Apple Business Chat, WhatsApp, Facebook Messenger, Twitter
Direct Messages, WeChat, and LINE. Additionally, teams will be able
to bring in data from external third-party systems through
integrations with Zendesk’s open and flexible CRM platform,
Sunshine, for a holistic picture of their business.**
With visibility into customer data across channels, Explore
Enterprise gives leaders the ability to make improvements beyond
the support team, such as informing decisions across sales,
engineering, marketing and other departments. For example, when a
CX leader sees a support team falling behind on ticket resolution,
they can promptly test potential solutions and implement the option
that makes the most impactful change for agents. Additionally, a CX
leader can see an increase in the number of page views about
processing refunds and can adjust existing knowledge base content
to better help customers get the answer they are looking for
faster.
Zendesk Explore Enterprise is available starting on August 31,
2020. More information can be found on the Zendesk website.
*New Sell and additional Guide integrations are expected to be
generally available Q4 2020.
**Sunshine integrations are expected to be generally available
Q1 2021.
About Zendesk
Zendesk is a service-first CRM company that builds support,
sales, and customer engagement software designed to foster better
customer relationships. From large enterprises to startups, we
believe that powerful, innovative customer experiences should be
within reach for every company, no matter the size, industry or
ambition. Zendesk serves more than 160,000 customers across a
multitude of industries in over 30 languages. Zendesk is
headquartered in San Francisco, and operates offices worldwide.
Learn more at www.zendesk.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20200825005173/en/
Kaylee Hill press@zendesk.com
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