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Zendesk debuts real-time analytics solution

Zendesk has announced the launch of Explore Enterprise, a new solution within its service-first CRM platform that enables companies to analyze real-time data in order to understand changing needs.

Explore Enterprise allows users to share relevant insights instantly with other teams and departments, helping them make faster decisions to improve their entire customer experience.

“Customers are seeking more support from businesses than ever before, which is putting increased pressure on CX leaders and their teams,” said Shawna Wolverton, executive vice president 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.”

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

Explore Enterprise provides instant insight across Zendesk products including Support, Talk, Chat, Sell, and Guide to provide a comprehensive, unified view of the customer. (New Sell and additional Guide integrations are expected to be generally available Q4 2020.) This includes information on how customers are using social messaging for support and which channels they prefer for communication. These learnings enable leaders to refine how they serve customers over channels such as Apple Business Chat, WhatsApp, Facebook Messenger, Twitter Direct Messages, WeChat, and LINE. Additionally, teams will be able to bring in data from external third-party systems through integrations with Zendesk’s open and flexible CRM platform, Sunshine (expected to be GA Q1 2021), for a holistic picture of their business.

With visibility into customer data across channels, Explore Enterprise gives leaders the ability to make improvements beyond the support team, such as informing decisions across sales, engineering, marketing and other departments. For example, 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, a CX leader can see an increase in the number of page views about processing refunds and can adjust existing knowledge base content to better help customers get the answer they are looking for faster.

For more information, go to www.zendesk.com.

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