New Analytics Capabilities Help Organizations Reshape Customer Service
Zendesk, Inc. (NYSE: ZEN) 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.”
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