Zendesk Gives a Voice to Silent Customers
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.