Customer Service Analytics (and Insights) at Zendesk
Zendesk has released an analytics tool for enterprises designed to measure and visualize the impact of customer service interactions managed therough the Zendesk platform.
The customer service platform's new Insights tool (available to customers on the Plus, Enterprise and Enterprise Elite plans) can filter metrics by such categories as support channels, groups of agents, and specific sets of customers; zoom into a worldwide map of support inquiries; and compare themselves to industry peers through the Zendesk Benchmark, which combines customer service data from more than 23,000 participating Zendesk customer accounts globally
“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.”