Cloud-based help desk software provider Zendesk wants to help businesses dig
deeper into their analytics, specifically by targeting "silent"
customers who use self-service content to solve issues
without the help of customer service representatives.
The company launched a new Search Analytics feature to
provide its users with insights about how their customers are using
self-service content. Search Analytics will be visible to users in the Zendesk
Reporting Dashboard, which is responsible for delivering organizations key metrics
to tweak and improve the customer service experience.
The new feature provides measurable data with regards to whether or not these
silent customers are effectively finding answers to their questions via
self-service content, closely monitoring where they run into problems
and when in the process they give up. Zendesk expects this
information to give businesses the insights necessary to optimize their
self-service content offerings.