The world is changing fast and many businesses are reacting to increasing volatility and uncertainty. According to our Zendesk benchmark snapshot, we’ve seen new challenges emerge for service leaders globally. In addition to surging ticket volumes, CX teams are finding it difficult to understand and respond to rapidly changing customer needs. The ability to operate and scale through rapid change is needed more than ever.
Introducing Zendesk Explore Enterprise
We’re excited to announce Explore Enterprise, our newest Explore package that helps service leaders respond in a rapidly changing world. With real-time analytics and enhanced team collaboration capabilities, Explore Enterprise enables customer service leaders to manage and scale their support.
Take action on volume spikes across support channels
Service leaders can go beyond looking at historical trends of their customer experience data and start looking at what is happening in the moment to act faster and smarter about the support they provide. From one interface, managers can get an understanding of support volumes and performance, reroute agents, and drill in to learn more in seconds. The new pre-built and customizable live dashboards make it easy to track spikes in volumes or changes in performance across support channels in order to quickly reallocate staffing to the channels that need the most help.
Boost collaboration and share learnings
All of this information can be quickly shared to the right people in order to implement changes fast. With enhanced report sharing and scheduling capabilities, CX teams can easily collaborate with stakeholders both inside and outside the organization, even while working remotely.
What’s next for Explore Enterprise
By spotting trends as they happen and acting on changes in the moment, CX teams are equipped to accommodate unplanned surprises and ultimately create a better customer experience. Stay tuned for plenty more updates coming to Explore Enterprise later this year, such as:
- Threshold alerts to identify when teams are under a heavy load
- More live customizations and data alerts
- Embeddable dashboards
- And more!
Interested in trialing Explore Enterprise? Contact us here.