Zendesk has been giving customers the ability to track customer service stats for some time, but it's always been a look back. Today, the company announced a new product called Explore Enterprise that allows customers to capture this valuable information in real time and share it with anyone in the organization, regardless of whether they have a Zendesk. licensed or not.
Although Explore has been active for a couple of years, Jon Aniano, Senior Vice President of Product at Zendesk says the new corporate product addresses customers' growing data needs. "We now have a way to deliver what we call Live Team Dashboard, which provides real-time analytics directly to Zendesk users," Aniano told ProWellTech.
In the days leading up to COVID this meant displaying them on large monitors throughout the customer service center. Today, as we tackle the pandemic and customer service agents are equally likely to work from home, it means providing management with the tools they need to understand what's happening in real time - a growing requirement for Zendesk customers as they scale. regardless of the pandemic.
"What we have discovered in recent years is that our customers' appetite for operational analytics is insatiable and as customers grow, as customer service needs become more complex, the demands of a contact center operator or a customer service team are higher and higher, and the teams really need new toolsets and new types of capabilities to fulfill what they are trying to do to deliver large-scale customer service around the world. " Aniano told ProWellTech.
One reason is the shift from phone and email as the primary ways of accessing customer service to messaging tools like WhatsApp. "With the shift to messaging, there are new demands on contact centers to be able to manage large-scale real-time interactions with their customers," he said.
To meet this kind of demand, real-time analytics provided by Zendesk with this announcement are required. This provides managers with the data they need to put their customer service resources where they are needed most at that moment in real time.
But Zendesk also offers customers the ability to share these stats with anyone in the company. "Users can share a dashboard or historical report with anyone in the company regardless of whether they have access to Zendesk. They can share it in Slack, or they can embed a dashboard anywhere other people in the company would like to have access to those metrics." , Aniano explained.
The new service will be available starting August 31 for $ 29 per user per month.
