|By Business Wire||
|June 26, 2014 09:05 AM EDT||
Zendesk, Inc. (NYSE:ZEN) today launched Insights, its next-generation analytics tool for organizations to measure and visualize the impact of their customer service interactions managed through its cloud-based customer service platform. Recognizing that organizations are overwhelmed with the volume of business data available to them, Zendesk built Insights to deliver easy-to-understand visualizations and reports that quickly allow any organization to measure the effectiveness of their customer support, benchmark themselves against industry peers and better understand their customers.
Analytics play a critical role in delivering efficient customer support and, ultimately, satisfying customers. Organizations actively using analytics in their support operations record a 12 percent faster first-response time to customer inquiries and completely resolve inquiries 16 percent faster, according to the most recent Zendesk Benchmark report. Zendesk also was among the select companies that Forrester Research, Inc. invited to participate in The Forrester Wave™: Customer Service Solutions For Small And Midsize Teams, Q2 2014. In this evaluation, Zendesk received the highest score among all reviewed vendors in the Business Intelligence category.
“Organizations today are facing a data deluge, and they want information that they can use to reshape their operations and customer relationships,” said Sam Boonin, Zendesk’s vice president of products. “With Insights, Zendesk does the heavy lifting to help support leaders apply their data and make business decisions that improve their relationships with customers.”
Insights is available to customers on the Plus, Enterprise and Enterprise Elite pricing plans as a core feature of Zendesk’s customer service platform. The new dynamic dashboards and reports make it easy for support teams to navigate and understand their data. They can filter metrics by such categories as support channels, groups of agents, and specific sets of customers; zoom into a worldwide map of support inquiries; and compare themselves to industry peers through the Zendesk Benchmark, which combines customer service data from more than 23,000 participating Zendesk customer accounts globally.
Republic Wireless, Shopify and HootSuite are among the companies that are using Zendesk Insights to pinpoint their performance against trends in their industries and improve their customer experiences.
“Insights gives us more context to understand the lifecycle of each ticket and interaction between customers and agents,” said Doc Shufelt, vice president of operations at Republic Wireless. “This allows us to gather relevant data that helps us understand, develop and improve each agent’s performance. It provides data to make future staffing and training decisions.”
By using Zendesk Insights, organizations can:
- Know what’s happening - Insights takes every interaction that occurs between an organization and its customers in Zendesk, and turns it into data that can be used to measure and improve customer experiences. Managers can use information in the new prebuilt dashboards, like agent performance, to make hiring and staffing decisions.
- Gain greater context - Insights captures context through custom fields on tickets, users and organizations. With context, organizations can drill down into specific segments of customers and find out the number of negative reviews they received from their biggest-spending customers.
- Drive change - With Insights, support teams can raise the profile of customer service within their organization by knowing where to focus. Support teams can use information from Insights to work with other teams or business units to ensure that input from customers is included in new products or services.
To learn more about Zendesk Insights, visit zendesk.com/insights.
Zendesk provides a customer service platform designed to bring organizations and their customers closer together. With more than 40,000 customer accounts, Zendesk is used by organizations in 140 countries to provide support in more than 40 languages. Founded in 2007 and headquartered in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia and South America.
SYS-CON Events announced today that Isomorphic Software will exhibit at DevOps Summit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Isomorphic Software provides the SmartClient HTML5/AJAX platform, the most advanced technology for building rich, cutting-edge enterprise web applications for desktop and mobile. SmartClient combines the productivity and performance of traditional desktop software with the simp...
Aug. 29, 2016 03:00 AM EDT Reads: 2,401
With so much going on in this space you could be forgiven for thinking you were always working with yesterday’s technologies. So much change, so quickly. What do you do if you have to build a solution from the ground up that is expected to live in the field for at least 5-10 years? This is the challenge we faced when we looked to refresh our existing 10-year-old custom hardware stack to measure the fullness of trash cans and compactors.
Aug. 29, 2016 02:15 AM EDT Reads: 1,820
Extreme Computing is the ability to leverage highly performant infrastructure and software to accelerate Big Data, machine learning, HPC, and Enterprise applications. High IOPS Storage, low-latency networks, in-memory databases, GPUs and other parallel accelerators are being used to achieve faster results and help businesses make better decisions. In his session at 18th Cloud Expo, Michael O'Neill, Strategic Business Development at NVIDIA, focused on some of the unique ways extreme computing is...
Aug. 29, 2016 02:15 AM EDT Reads: 2,205
The emerging Internet of Everything creates tremendous new opportunities for customer engagement and business model innovation. However, enterprises must overcome a number of critical challenges to bring these new solutions to market. In his session at @ThingsExpo, Michael Martin, CTO/CIO at nfrastructure, outlined these key challenges and recommended approaches for overcoming them to achieve speed and agility in the design, development and implementation of Internet of Everything solutions wi...
Aug. 29, 2016 01:45 AM EDT Reads: 2,174
Cloud computing is being adopted in one form or another by 94% of enterprises today. Tens of billions of new devices are being connected to The Internet of Things. And Big Data is driving this bus. An exponential increase is expected in the amount of information being processed, managed, analyzed, and acted upon by enterprise IT. This amazing is not part of some distant future - it is happening today. One report shows a 650% increase in enterprise data by 2020. Other estimates are even higher....
Aug. 29, 2016 01:15 AM EDT Reads: 3,012
With over 720 million Internet users and 40–50% CAGR, the Chinese Cloud Computing market has been booming. When talking about cloud computing, what are the Chinese users of cloud thinking about? What is the most powerful force that can push them to make the buying decision? How to tap into them? In his session at 18th Cloud Expo, Yu Hao, CEO and co-founder of SpeedyCloud, answered these questions and discussed the results of SpeedyCloud’s survey.
Aug. 29, 2016 01:00 AM EDT Reads: 2,230
Today we can collect lots and lots of performance data. We build beautiful dashboards and even have fancy query languages to access and transform the data. Still performance data is a secret language only a couple of people understand. The more business becomes digital the more stakeholders are interested in this data including how it relates to business. Some of these people have never used a monitoring tool before. They have a question on their mind like “How is my application doing” but no id...
Aug. 29, 2016 12:00 AM EDT Reads: 1,894
Actian Corporation has announced the latest version of the Actian Vector in Hadoop (VectorH) database, generally available at the end of July. VectorH is based on the same query engine that powers Actian Vector, which recently doubled the TPC-H benchmark record for non-clustered systems at the 3000GB scale factor (see tpc.org/3323). The ability to easily ingest information from different data sources and rapidly develop queries to make better business decisions is becoming increasingly importan...
Aug. 28, 2016 11:15 PM EDT Reads: 2,153
The 19th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Digital Transformation, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportuni...
Aug. 28, 2016 10:30 PM EDT Reads: 4,061
Qosmos has announced new milestones in the detection of encrypted traffic and in protocol signature coverage. Qosmos latest software can accurately classify traffic encrypted with SSL/TLS (e.g., Google, Facebook, WhatsApp), P2P traffic (e.g., BitTorrent, MuTorrent, Vuze), and Skype, while preserving the privacy of communication content. These new classification techniques mean that traffic optimization, policy enforcement, and user experience are largely unaffected by encryption. In respect wit...
Aug. 28, 2016 08:30 PM EDT Reads: 1,845
Deploying applications in hybrid cloud environments is hard work. Your team spends most of the time maintaining your infrastructure, configuring dev/test and production environments, and deploying applications across environments – which can be both time consuming and error prone. But what if you could automate provisioning and deployment to deliver error free environments faster? What could you do with your free time?
Aug. 28, 2016 08:15 PM EDT Reads: 1,957
SYS-CON Events announced today that Hitrons Solutions will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Hitrons Solutions Inc. is distributor in the North American market for unique products and services of small and medium-size businesses, including cloud services and solutions, SEO marketing platforms, and mobile applications.
Aug. 28, 2016 07:30 PM EDT Reads: 717
Smart Cities are here to stay, but for their promise to be delivered, the data they produce must not be put in new siloes. In his session at @ThingsExpo, Mathias Herberts, Co-founder and CTO of Cityzen Data, will deep dive into best practices that will ensure a successful smart city journey.
Aug. 28, 2016 06:30 PM EDT Reads: 1,638
SYS-CON Events announced today that 910Telecom will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Housed in the classic Denver Gas & Electric Building, 910 15th St., 910Telecom is a carrier-neutral telecom hotel located in the heart of Denver. Adjacent to CenturyLink, AT&T, and Denver Main, 910Telecom offers connectivity to all major carriers, Internet service providers, Internet backbones and ...
Aug. 28, 2016 06:00 PM EDT Reads: 1,949
SYS-CON Events announced today that eCube Systems, a leading provider of middleware modernization, integration, and management solutions, will exhibit at @DevOpsSummit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. eCube Systems offers a family of middleware evolution products and services that maximize return on technology investment by leveraging existing technical equity to meet evolving business needs. ...
Aug. 28, 2016 05:30 PM EDT Reads: 798