SAN FRANCISCO, CA - November 9, 2011 – Zendesk, the proven cloud-based help desk software provider, today announced its new Forum Analytics feature that offers at-a-glance insight into the effectiveness of an organizations self-service content in its knowledge base. Support managers can now obtain summary views that show all user activity across a companys online forums and knowledge base, or drill into specific topics in the knowledge base for a more granular view of user activity. Using analytics to refine and improve support content is a critical aspect in resolving customer support issues before they are escalated to a person, which can lead to lower operational costs and faster resolution times of support issues.
This at-a-glance insight into which topics most interest customers, such as feature requests, company announcements or user tips, is available to Zendesk Plus+ and Enterprise customers, and allows organizations to not only proactively manage their help desk, but also address business issues, such as product planning or marketing activities. Knowing the effectiveness of online forum and knowledge base content also gives support teams the tools to work more effectively by being able to identify areas of concern before they get out of hand.
Support teams can now have immediate visibility into what customers care about the most and can refocus their efforts to create high-demand content. By being able to target those topics in an online forum or knowledge base that can best answer customers questions, organizations can create content that can help deflect a significant number of support requests that would otherwise go to the support team. Ticket deflection helps organizations to lower their operational costs, which can lead to company-wide savings.
”Support ticket trends are excellent indicators of the issues your customers are experiencing on an ongoing basis,” said Zendesk COO, Zack Urlocker. This valuable insight into the effectiveness of your knowledge base content also can be shared with everyone in your company, allowing you to improve the product and better serve your customers.
Seeing which forum and knowledge base topics are generating the most interest and activity can empower other departments in your organization as well. For instance, if a particular section of your knowledge base is generating a tremendous amount of user activity, such as how customers are using a specific product feature, the marketing team can respond accordingly by creating training sessions or additional documentation on that particular feature. Meanwhile, support teams can offer more proactive support. For instance, customer questions that have gone unanswered by the community can be quickly identified and a response can be issued to those customers quickly. This kind of proactive support can substantially increase overall customer satisfaction.
”With Zendesk’s Forum Analytics, I can see, at-a-glance, which content in our forums/community is performing the best, and the better our forum/community content is, the less tickets there are for our support team to handle, which means lower support costs,” said Peter Becker, Senior Support Consultant, conject AG.
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Zendesk is the leading provider of proven, cloud-based help desk software. For growing organizations, Zendesk is the fastest way to enable great customer service. More than 25,000 Zendesk customers, including Adobe, MSNBC, Sony, OpenTable and Groupon, trust Zendesk with their most valuable assets: their customers, partners, and employees. Founded in 2007, Zendesk is funded by Charles River Ventures, Benchmark Capital and Matrix Partners. Learn more at www.zendesk.com.