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Zendesk rolls out real-time analytics solution

Zendesk has introduced a new solution, Explore Enterprise, within its service-first CRM platform, to enable companies to analyse real-time data to understand changing needs and share relevant insights with other teams and departments instantly.

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According to Zendesk executive vice president for product, Shawna Wolverton, customers are seeking more support from businesses than ever before, which is putting increased pressure on CX leaders and their teams.

“With Explore Enterprise, Zendesk gives companies the ability to analyse data to have a clear view of customer trends they are seeing across our Support and Sales Suites. These comprehensive insights allow businesses to quickly address emerging challenges and opportunities not just in customer service, but throughout their entire business,” she said.

With real-time analytics and enhanced team collaboration features, Explore Enterprise enables leaders to manage and scale their business by monitoring data across customer support channels with pre-built and customisable live charts, acting on current trends by setting threshold alerts, improving productivity and reducing context switching with embeddable dashboards, as well as boosting team collaboration with advanced report sharing and scheduling capabilities.

Explore Enterprise provides instant insight across Zendesk products including Support, Talk, Chat, Sell and Guide to provide a comprehensive, unified view of the customer. This includes information on how customers are using social messaging for support and which channels they prefer for communication, whether it’s Apple Business Chat, WhatsApp, Facebook Messenger, Twitter Direct Messages, or WeChat.

Additionally, teams will be able to bring in data from external third-party systems through integrations with Zendesk’s CRM platform, Sunshine.

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With visibility into customer data across channels, Explore Enterprise gives leaders the ability to make more informed decisions across sales, engineering, marketing and other departments.

For example, when a CX leader sees a support team falling behind on ticket resolution, they can promptly test potential solutions and implement the option that makes the most impactful change for agents. Additionally, a CX leader can see an increase in the number of page views about processing refunds and can adjust existing knowledge base content to better help customers get the answer they are looking for faster.

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