Building All Data Enterprises, One Customer at a Time

Customer service has changed a lot over time. What used to be a friendly voice on the other end of a telephone line has turned into … well, a friendly voice on the other end of a telephone line, but one backed by a lot of data-driven insights and process.

When a customer calls a company to get help, they don’t just ring through to the next available representative. There’s a tremendous back end of information about customer history, prior incidents, and what products they might own or use that backs up every call. Representatives need that vital customer information on hand, and it needs to be there fast. Zendesk makes this happen.​

Zendesk builds cloud-based customer service software that brings companies and customers closer together using data. The company uses GoodData to power its analytics solution called Insights which let customers drill down into or filter out-of-the-box reports, perform real time analysis, or create new reports from scratch. Insights is embedded into the Zendesk product and allows Zendesk customers to instantly visualize things like reply times, ticket resolution and even a heatmap of when tickets were created. These analytics allow Zendesk customers to see customer support performance, and build in the ability to make real-time, data-driven staffing decisions – whether it’s adding more agents, or moving agents to busier shifts.

What’s more, Zendesk announced it’s newest data product, Insights, a seamlessly embedded analytics offering that helps businesses gain greater context into how customer service impacts their company’s greater goals, like revenue, Net Promoter Score, and product roadmap. This is the type of offering that will drive the companies of tomorrow: all data enterprises. As we’ve talked about before, all data enterprises are companies that use every piece of information available to them, regardless of data type or source, internal or external, to uncover vital correlations between different parts of their business. They use informed decision making, rather than instinct and intuition to guide their business and make crucial choices.

Companies like Zendesk are the vanguard of new business platforms figuring out how to turn their customers into all data enterprises. Together Zendesk and GoodData are empowering other companies to create a real advantage and make better products by building in real-time analytics.

As data is more and more crucial, technology companies that enable businesses to be all data enterprises will also be crucial. We can’t wait to help make that happen.

Are you ready to make your customer success data more meaningful? Click here to learn more about Zendesk Insights.​