Zendesk Explore
Measure performance, spot trends, and make data-backed decisions.
Executive Summary
Zendesk Explore is a powerful analytics and reporting tool designed to help organizations measure customer service performance, identify key trends, and make data-backed decisions. It provides comprehensive insights by leveraging data from various Zendesk products, such as Support, Chat, Talk, and Sell. Users can access pre-built, best-practice dashboards to track common customer service metrics, or create customizable reports and dashboards tailored to their specific needs. This tool enables businesses to gain a deeper understanding of their customer interactions, agent productivity, and overall service operations. By transforming raw service data into actionable intelligence, Zendesk Explore empowers customer service teams and managers to optimize their strategies, improve efficiency, and enhance the overall customer experience. It is included in various Zendesk Suite and Support plans, and can also be a paid add-on for more advanced capabilities.
Use Cases
- Monitor customer service performance metrics (e.g., resolution times, CSAT).
- Identify trends in customer inquiries and support requests.
- Track agent productivity and efficiency across support channels.
- Create customizable reports for stakeholders on service operations.
- Make data-backed decisions to optimize customer experience strategies.
Features
Visibility
- Customizable Dashboards: Create and tailor dashboards to visualize key performance indicators and operational metrics relevant to specific teams or business goals.
- Pre-built Dashboards: Access pre-built, best practices dashboards to track common customer service metrics.
- Data Filtering: Filter data by team, date, or custom fields to refine analysis and focus on specific segments.
Intelligence
- Performance Measurement: Measure performance and track common customer service metrics to assess efficiency and effectiveness.
- Trend Spotting: Identify patterns and emerging trends in customer interactions and service performance over time.
- AI-Powered Data Processing: Leverage Zendesk AI to process service data for deeper insights and enhanced analytical capabilities.
Support
- Training & Guides: Access video guides, articles, and dedicated training resources for using Zendesk Explore and understanding analytics.
- Developer Documentation: Utilize extensive API documentation for integrating and extending Zendesk Explore's capabilities.
Technical Specifications
- Deployment
- SaaS
- API Available
- Yes
Security & Compliance
Certifications: SOC 2, GDPR
Pricing
- Model
- Subscription-based, included in Zendesk Suite/Support plans or as an add-on
- Starting Price
- Contact sales
- Target Customer
- SMB,Mid-Market,Enterprise
About zendesk
Zendesk is an American software-as-a-service (SaaS) company that provides a cloud-based customer service and engagement platform. It offers a range of products including help desk, ticketing, live chat, and CRM tools for businesses of all sizes, incorporating AI-powered features to automate workflows and improve responsiveness.