Zendesk has announced the launch of Explore Enterprise, the newest solution within its service-first CRM platform, which enables companies to analyze real-time data in order to understand changing needs.
As global ticket volume reaches record highs, leaders can use Explore Enterprise to share relevant insights instantly with other teams and departments, helping them make faster decisions to improve their entire customer experience.
“Over the past few months, companies in India have been striving to adapt to the changing needs and demands of their customers as the pandemic continues to unfold and new trends emerge. Our Benchmark Snapshot Report indicates that even though service requests may finally be stabilizing after months of volatility, higher volumes may continue to persist, at least for a foreseeable future. Therefore, having timely insights are even more crucial for businesses to spot gaps in their customer service and quickly implement modifications that people expect,” said KT Prasad, MD and RVP Sales, India & SAARC at Zendesk.
“ With the ability to stay a step ahead of their customers and proactively improve their overall customer experience journey, Explore Enterprise will help many businesses in India not just survive, but thrive in today’s landscape.”
“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, 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.”
Zendesk customers such as Mailchimp are already benefiting from using Explore’s reporting analytics to understand trends in over 30,000 tickets a month. “It’s about understanding our data as a whole, and being able to look at the big picture,” said Spencer Caratti, Senior Director of Customer Support at Mailchimp. “We’re able to take that cumulative voice of the customer and distill that down to figure out what needs to be prioritized and make meaningful fixes that happen.”
With real-time analytics and enhanced team collaboration features, Explore Enterprise enables leaders to manage and scale their business by:
• Monitoring data across customer support channels with pre-built and customizable live charts
• Acting on current trends by setting threshold alerts to see when teams are under a heavy load
• Improving productivity and reducing context switching with embeddable dashboards
• Boosting team collaboration with advanced report sharing and scheduling capabilities inside and outside the organization