Zendesk, Inc. introduced customer service analytics tool Insights, which offers analytics capabilities for organizations to better understand their customer service interactions managed through its cloud-based customer service platform. Zendesk urges organizations to use Insights to gain greater context, understand organization-customer interactions, and drive focused change.
Insights is designed to deliver simple visualizations and reports to allow organizations to measure the effectiveness of their customer support as well as compare their support to more than 23,000 industry peers and interpret interactions with customers.
According to the most recent Zendesk Benchmark report, organizations actively using analytics in customer support have a first response to customer inquiries 12 percent faster and resolve inquiries 16 percent faster than peers not actively using analytics.
“Organizations today are facing a data deluge, and they want information that they can use to reshape their operations and customer relationships,” said Sam Boonin, Zendesk’s vice president of products. “With Insights, Zendesk does the heavy lifting to help support leaders apply their data and make business decisions that improve their relationships with customers.”
Insights is available to Zendesk customers on the Plus, Enterprise, and Enterprise Elite pricing plans.
