Zendesk Adds Search Analytics to Enhance Customer Service

Cloud-based help desk software provider Zendesk has announced a new Search Analytics feature designed to help organizations get insights into customers who prefer using self-service content.

Because these customers are “silent” they may never tell your help desk technician or customer service representative what is on their minds. But, according to Zendesk, understanding how these customers behave can be a “powerful tool that organizations can use to help shape their customer service strategy.”

“Zendesk has always provided great analytics tools enabling companies to measure the effectiveness of their customer service,” said Mikkel Svane, Zendesk’s CEO, in a prepared statement. “The new Search Analytics feature helps companies better understand the behaviors of those customers that might not ever get through a customer service representative.

“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.”

Zendesk points out that self-service customer support can help increase customer satisfaction while at the same time it lowers support costs. But that only works if customers can find the information they need easily, without getting frustrated.

The new Search Analytics feature is designed to cull that kind of feedback, enabling organizations to smooth out any obstacles that customers may encounter on their way to finding the answer they need. Such feedback can help a company optimize its self-service content, according to Zendesk.

Zendesk is making the Search Analytics feature available through the Reporting Dashboard.

The new feature is only Zendesk’s most recent improvement to its product line. Last summer the company introduced Zendesk Enterprise Plan, designed to help large MSPs.