Zendesk has introduced Explore Enterprise, a real-time analytics solution that lets leaders share insights instantly with teams and departments for faster decision making improving customer experience (CX).
Available from August 31, the solution provides a comprehensive, unified view of the customer, such as how they are using social messaging for support and which channels they prefer for communication.
Such insights enable leaders to better serve customers over channels such as Apple Business Chat, Facebook Messenger, Line, Twitter Direct Messages, WeChat, and WhatsApp.
Visibility across channels
With visibility into customer data across channels, Explore Enterprise enables leaders to make improvements beyond the support team, such as informing decisions across sales, engineering, marketing and other departments.
For instance, 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, they can see an increase in the number of page views about processing refunds and adjust existing knowledge base content to better help customers get the answer they are looking for faster.
“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 at 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,” he added.