Zendesk Introduction to Explore & Analytics

TL;DR

Zendesk reporting and analytics tools help you capture and analyze key customer information, optimize workflows, and improve operational efficiency for better customer satisfaction.

Transcript

in this training you'll be introduced to zendesk reporting and analytics tools and how they can help you measure your team's success my name is craig and i'm an instructional designer here at zendesk i've been working closely with the product team and other experts to create this training which i'll walk you through today so how does reporting and ... Read More

Key Insights

• 🥺 Customer satisfaction is a top priority for service managers and agents, with data-driven decisions leading to a 79% reduction in customer wait times and 36% faster resolutions.
• 💌 Zendesk Explorer (analytics tool) integrates data from all interaction channels, including tickets, calls, chats, and emails, providing comprehensive visibility into every customer interaction.
• 📈 Pre-built dashboards in Zendesk Explorer offer a wealth of reporting data on various metrics, allowing businesses to quickly analyze trends and make informed decisions.
• 😥 By defining reporting goals and metrics, businesses can effectively measure customer reach, popular channels, and overall customer satisfaction to ensure adequate staffing and address pain points.
• 🚚 Sharing and collaborating on analytics is made easy through Zendesk Explorer's dashboard sharing and scheduled delivery features.
• 👋 Best practice in analytics and reporting involves defining metrics beforehand to avoid getting overwhelmed by the volume of available data.
• 🧑‍🏭 Zendesk reporting tools help businesses increase operational efficiency and customer experience by identifying areas for improvement and acting on reporting data and trends.

Questions & Answers

Q: How can Zendesk reporting tools help improve customer satisfaction?

Zendesk reporting tools provide data on customer interactions and support resources, allowing businesses to make data-driven decisions that positively impact customer satisfaction. By analyzing key information, businesses can identify areas for improvement and optimize workflows for better customer experience.

Q: What is the role of dashboards in Zendesk reporting and analytics?

Dashboards in Zendesk Explorer are customizable spaces where you can organize and share queries and reports. They enable you to visualize and contextualize data findings, making it easier to collaborate and share analytics with your team. Dashboards can be scheduled for regular delivery or sent upon request.

Q: How can Zendesk Explorer's pre-built queries and dashboards be useful?

Zendesk Explorer provides a wide range of pre-built queries and dashboards that follow best practice analytics and industry standards. These ready-made tools save time and offer powerful insights right out of the box. However, you can also create your own dashboards using the queries you've created from the provided data sets.

Q: What are the different levels of access in Zendesk Explorer?

Zendesk Explorer offers three levels of access: viewer, editor, and admin. Viewers can only view existing dashboards and interact with filters but cannot create or edit content. Editors can create and manage their own queries, dashboards, and data sets but cannot manage permissions. Admins have higher-level access for managing account settings and permissions.

Key Insights:

• Customer satisfaction is a top priority for service managers and agents, with data-driven decisions leading to a 79% reduction in customer wait times and 36% faster resolutions.
• Zendesk Explorer (analytics tool) integrates data from all interaction channels, including tickets, calls, chats, and emails, providing comprehensive visibility into every customer interaction.
• Pre-built dashboards in Zendesk Explorer offer a wealth of reporting data on various metrics, allowing businesses to quickly analyze trends and make informed decisions.
• By defining reporting goals and metrics, businesses can effectively measure customer reach, popular channels, and overall customer satisfaction to ensure adequate staffing and address pain points.
• Sharing and collaborating on analytics is made easy through Zendesk Explorer's dashboard sharing and scheduled delivery features.
• Best practice in analytics and reporting involves defining metrics beforehand to avoid getting overwhelmed by the volume of available data.
• Zendesk reporting tools help businesses increase operational efficiency and customer experience by identifying areas for improvement and acting on reporting data and trends.
• Customization options, such as selecting default colors, enhance the visual representation of data in queries and dashboards.

Summary & Key Takeaways

• Zendesk reporting tools provide powerful built-in reports to view and analyze customer and support resource information, enabling data-driven decisions for improved customer satisfaction.

• These tools help measure agent performance, identify workflow optimizations, and gain insights into areas for immediate improvement.

• Zendesk Explorer (analytics tool) integrates data from every customer interaction channel, allowing visibility into every interaction and enabling actionable insights.