Zendesk, a cloud-based help desk software provider, today announced its new Forum Analytics feature that offers at-a-glance insight into the effectiveness of an organization's self-service content in its knowledge base.
Support managers can now obtain summary views that show all user activity across a company's online forums and knowledge base, or drill into specific topics in the knowledge base for a more granular view of user activity.
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. Support teams can now have immediate visibility into what customers care about the most and can refocus their efforts to create high-demand content.
"Support ticket trends are excellent indicators of the issues your customers are experiencing on an ongoing basis," said Zendesk chief operating officer 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."
"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 at connect.