Zendesk, a cloud-based help desk software provider, has released a Search Analytics feature that provides businesses with insight into how their customers try to help themselves by using self-service content.
These "silent" customers often rely exclusively on self-service content to solve their issues, without ever trying to reach a customer service representative. The understanding of how self-service customers behave is a powerful tool that organizations can use to help shape their customer service strategy. The Search Analytics feature can be viewed through the Reporting Dashboard in Zendesk that delivers key metrics organizations can use to optimize the customer service experience.
Search Analytics gives companies direct insight into how their customers are using self-service content, where they run into problems, and when they give up. This information can help a company optimize its self-service content.
"Zendesk has always provided great analytics tools enabling companies to measure the effectiveness of their customer service. The new Search Analytics feature helps companies better understand the behaviors of those customers that might not ever get through a customer service representative," said Mikkel Svane, Zendesk's CEO, in a statement. "Organizations with a solid understanding of the quality and helpfulness of their self-service content can better understand where there customers are struggling and getting frustrated. As a result, they can now see where there are problem areas and optimize self-service content appropriately."