Friday, 16 March 2012 04:28

Zendesk Introduces Analytics Tool to Help Companies Understand the 'œSilent' Customer

By Rebecca English

New analytics feature gives companies direct visibility into how customers use self-service content

Melbourne, Australia - March 16, 2012 - Zendesk, the proven cloud-based help desk software provider, today announced its new Search Analytics feature that provides Zendesk customers with insight into how their customers try to help themselves by using self-service content. These 'silent' customers often rely exclusively on self-service content to solve their issues, without ever trying to reach a customer service representative. The understanding of how self-service customers behave is a powerful tool that organisations can use to help shape their customer service strategy. The Search Analytics feature can be viewed through the Reporting Dashboard in Zendesk that delivers key metrics organisations can use to optimise the customer service experience.

Self-service customer support has become one of the most powerful trends shaping the customer service industry in 2012. Companies who can help customers independently find the answers to their questions can dramatically increase customer satisfaction, while lowering support costs. Up until now, there wasn't a measurable way to see if customers are effectively finding the answers they need via self-service content. Search Analytics solves this problem by giving companies direct insight into how their customers are using self-service content, where they run into problems, and when they give up. This information can help a company optimise its self-service content.

'Zendesk has always provided great analytics tools enabling companies to measure the effectiveness of their customer service. The new Search Analytics feature helps companies better understand the behaviours of those customers that might not ever get through a customer service representative,' said Mikkel Svane, Zendesk's CEO. 'Organisations with a solid understanding of the quality and helpfulness of their self-service content can better understand where there customers are struggling and getting frustrated. As a result, they can now see where there are problem areas and optimise self-service content appropriately.

To learn more about Zendesk's Search Analytics capabilities go to

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