Zendesk Explore is a powerful reporting and analytics tool that gives businesses insight into their customer service, sales department and business performance. With Zendesk Explore, businesses can analyze and visualize data from Zendesk and other sources to understand their customers' experience and identify opportunities for improvement. In this article, we'll explore what Zendesk Explore is, how it works, and how businesses can take advantage of it to optimize their customer service and business performance.
What is Zendesk Explore?
Zendesk Explore is a reporting and analytics platform designed to help businesses understand and improve their customer service and business performance. The platform offers a range of data analysis features, including reporting, visualization, key performance indicator tracking, and predictive analytics.
Some of the features and benefits of Zendesk Explore are:
- Customized dashboards: Businesses can create customized dashboards to view key KPIs and performance metrics in one place.
- Advanced reports: Zendesk Explore gives you the ability to create advanced reports that provide insights into sales opportunities, customer satisfaction and other key performance indicators.
- Data analytics: Using advanced data analytics, businesses can identify trends and patterns that can help them improve customer service performance and increase revenue.
- Customization options: Zendesk Explore can be customized to meet your company's specific needs and integrates with all Zendesk products such as Zendesk Support and Zendesk Sell.
How does Zendesk Explore work?
Zendesk Explore integrates with Zendesk and other sources to collect data about customers' interactions with your company. This can include information about cases, email, chat, social media, and more. Zendesk Explore can then use this data to generate reports and dashboards that show customer experience and performance across different departments and services.
With Zendesk Explore, businesses can track key KPIs, such as time to first response, time to first resolution, full resolution time, average processing time, and customer satisfaction. They can also use predictive analytics to anticipate future trends and needs.
How can businesses benefit from Zendesk Explore?
Zendesk Explore can help companies optimize their customer service and business performance in several ways. Here are some examples:
- Identify areas for improvement: With Zendesk Explore, businesses can analyze and understand the customer experience in a more in-depth way. They can identify areas for improvement, such as services that have higher resolution times or departments that have longer average turnaround times.
- Optimize resource allocation: By analyzing the data collected by Zendesk Explore, businesses can understand where their resources should be focused. They can also understand how many agents are required to handle certain services, and which services require more attention and resources.
- Improve customer satisfaction: Zendesk Explore can help businesses improve customer satisfaction by analyzing customer inquiries identifying common issues and creating response templates for them.
- Increase revenue: Businesses can use Zendesk Explore to analyze sales data and identify opportunities to increase revenue.
Data from Zendesk Explore can also be linked to other analytics tools such as Power BI and Geckoboard. If you want to improve business performance and gain insights into sales and customer service in your company, Zendesk Explore is a good solution to consider.