Conference Presentation

How Zendesk Uses Data to Make Customers Happier

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Each month, Zendesk processes more than 20 million support tickets and serves more than 50 million pageviews on behalf of its 30,000 customers. Hidden in this data are the keys to successful customer service: consumer behavior, agent performance, support operations, and more. This "shared data asset" helps Zendesk and its customers improve support processes and drive business outcomes. Data helps Zendesk:
 
  • Provide better support by understanding the full context of customer issues, and proactively addressing customer concerns before issues arise.
  • Build better products and ensure they remain easy to use. Educate customers on how to provide world-class support through the Zendesk Benchmark, which lets companies compare key performance indicators with their industry peers.
  • Show the actual correlation between great customer service and better business outcomes (higher customer lifetime value, reduced churn, happier customers).
Learn about Zendesk's data journey and see how you can apply it in your business.

 

Presented By:

Sam Boonin

VP, Products, Zendesk

Publish Date: October 23, 2013

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