Zendesk’s New Reporting Product Zendesk Explore
Zendesk comes with a host of reporting abilities for you to take advantage of depending on your price bracket. The recent release of Zendesk Explore has improved these even further. They’ve added a whole host of new features and reports for you to take advantage of.
It assists you in making data-driven decisions and helps you to be able to identify and fix issues as quickly as possible. All of which help your team perform better.
Any decisions you make in relation to your support team should be grounded in insights you can pull from your support data. And Zendesk’s reporting tools assist with some of this.
Zendesk reporting can help you to report on some of the basic metrics they have stored in your Helpdesk. There is a host of preconfigured reports for you to use. There are also options to create your own reports based on what matters to your team the most.
Augmenting this Analysis Further With AI
For deeper analysis you can augment this further with an AI solution plugged into your Zendesk account to automatically tag and categorize all of your customer issues, giving you visibility of what is in your support data and why your customers are really calling.
Zendesk Explore provides you with analysis on your support data based on metrics like first contact resolution, tickets open an average response time which can help you to make important decisions around staffing requirements for peaks in activity and overall performance targets.
If you are looking for real depth into why your customers are calling and what you can do to improve your customer’s experience, you need another layer of analytics and reporting for your support data and an AI plugin can give you this.
Why are your Customers Calling
Cx MOMENTS harnesses Natural Language Processing and machine learning to turn your support tickets in the form of unstructured text data into actionable insights based on what your customers are complaining about. This is hugely valuable information, and until recently, was reserved for tech giants like Uber and Walmart which had budgeted to commission such a project.
By understanding the reasons your customers are contacting your support and having evidence and data around this, you can begin to collect, learn from and act on your data.
Previously, Zendesk users were very limited on how they could report on their customer issues. The first challenge was that tags applied by agents to tickets are very unreliable. Many of us remember trying to run a report showing our Manager some facts and trends behind the issue we are trying to escalate. Generally, this ended badly, as the tickets are not correctly tagged.
The second challenge is that actually, it was very difficult to reports on these agent tags. Zendesk report ignored them, and Insights required advanced programming to output any report.
And here is the good news:
Cx MOMENTS AI classifies Tickets to create a dashboard in our own portal. But it can also tag the Zendesk tickets themselves with the topics our AI detected, so as to enable reports within Zendesk.
Zendesk Explore is now great at reporting on these tags. It is really easy, no programming skills required.
So let’s have a look at some of the reports and metrics provided by Zendesk’s new reporting feature, Zendesk Explore. And what you will get by augmenting this analysis with AI?
Ticket Volume Trends
Ticket volume reports in Zendesk Explore show which hour/day/week/year receives the most number of tickets and when they are resolved. You will be able to see the number of unresolved tickets in the selected time period. These reports help you to understand the ticket flow in your Helpdesk and it helps you allocate resources accordingly.
With AI you can see ticket volumes and their trend over time-based on specific customer issues. You see that ticket volumes are increasing. But you can also see the specific issue or problem that is causing the increase in volumes.
Are late delivery complaints the cause of the increases? Has there been a crash on the login page that is causing the spike? This kind of drilled-down analysis of your tickets is only possible with AI. That is, unless you commit to reading every single ticket that comes into your support team which could take you 237 days!
Agent Performance Report
The agent performance report gives you a summary of the agents performance in the selected time period. You can sort your agents based on various metrics like their SLA compliance or the number of private notes they add and find out the best and worst performing agents.
With AI you can see agent performance in a new depth. You can view your agents’ performance with the same metrics but base this analysis on their performance with specific customer issues.
You may have agents with good overall metrics but with very low satisfaction or SLA compliance on a specific issue like refund requests or product information. With this information you can create individual training for your agents based on areas they struggle with, helping to improve your overall satisfaction rating.
Group Performance Report
The group performance report gives you a summary of the group performance at a selected time period. You can sort you agent groups based on various metrics like their SLA compliance or the number of private notes they add and find out the best and worst performing groups.
Customer Satisfaction Survey
With CSAT survey, you can measure customer happiness and team member performance. You can send prompts to customers asking them to rate their experience and use the data to improve your customer support.
Your satisfaction rating is the average customer satisfaction rating given during a reporting period. It helps to give you an overall view of how well your support team is meeting your customers needs and is an easy metric to benchmark yourself with against your peers.
Your satisfaction rating is hugely important to your business because if your customer isn’t happy, they won’t be coming back and they won’t be telling their friends about all the great things you do.
But an average across all your tickets very often hides important information. Cx MOMENTS can show customer satisfaction in much more detail, for instance drilling down to see customer satisfaction by the reason to contact your support.
Now we can see that the bulk of customers are satisfied, but customers contacting us about high priced upgrades, who make up a small but important group, are not. We now have a specific insight into what might be causing a decrease in customer satisfaction and we can fix it at its root cause.
Making Data-Driven Decisions
All of the information provided in Zendesk’s reporting tool Zendesk Explore is hugely useful for a Support Manager to make data-driven decisions to improve your team’s performance. But as discussed earlier, this can all be considerably improved with AI.
Zendesk Explore is a good first step. It takes you from being totally in the dark about your customer support and lets you now see what your agents are working on and how they are doing. This helps you to set effective benchmarks, goals and targets to keep your team on track.
Reporting on your customer support data is vital to running a tight support ship and making sure your performance is up to standard, but very often the metrics provided fail to give you the full picture. Sometimes important information can be hidden inside high-level metrics like these.
With Artificial Intelligence plugged into your Zendesk account though, these metrics can come to life, breaking down based on the customer’s reason to call your support. Now you have insights based on specific issues that you can really act on to improve your customer experience.