Forward-thinking Businesses Pinterest, Digitec, and Easy Taxi Using
Data-Driven Approach to Ensure Customer Happiness
SÃO PAULO--(BUSINESS WIRE)--
RELATE LIVE CONFERENCE - Zendesk, Inc. (NYSE:ZEN) today announced
Satisfaction Prediction--the first machine learning and predictive
analytics feature for customer satisfaction--is available to Zendesk
customers on the Enterprise plan. Satisfaction Prediction leverages
machine learning to predict how likely a ticket is to receive a good or
bad rating, helping organizations take action to ensure positive
outcomes. Since launching in beta five months ago, Satisfaction
Prediction has analyzed nearly 2 million customer interactions and has
been successfully deployed by businesses globally including Pinterest,
Digitec, and Easy Taxi.
"We've been using Satisfaction Prediction to detect conversations with
customers that are most at risk of a poor customer experience,” said
Maggie Armato, Reactive Support Lead at Pinterest. “Previously, we had a
manual process where a dedicated team member would look through our
tickets and proactively flag experiences identified as potentially
negative. Now, we use the prediction score to accurately and
automatically identify these types of tickets so our agents can focus on
higher value areas."
“Customer relationships have become increasingly complicated with the
rise of communications across mobile, social, and everywhere in
between,” said Adrian McDermott, SVP Product Development at Zendesk. “We
designed Satisfaction Prediction to help businesses navigate these
complex relationships by bringing data into the equation. By having an
early warning system that identifies high-risk interactions, companies
can course-correct negative experiences before they ever even happen.”
Satisfaction Prediction uses machine learning to read and transform
hundreds of signals including text description, number of replies and
total wait time into a unique model that dynamically calculates how
likely a customer is to provide a positive satisfaction rating. This
rating allows agents to prioritize workflows, drive business rules, or
trigger downstream integrations based on data-driven analysis.
New features released for Satisfaction Prediction include:
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Beautifully simple dashboard analytics: provides a snapshot
into the health of ticket queues, changes over time, and insights into
how key metrics like number of replies and reassignment volumes
influence the prediction score.
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Real-time feedback: intelligent prediction models learn and
improve over time with a new mechanism which learns from the feedback
of customers who rate their experience and the input of agents working
with the customer.
“The volume of customer data is increasing rapidly with the use of
digital channels. As a result, the demand for real-time solutions to
facilitate faster decision-making at critical points in the customer
journey is increasing,” said Aphrodite Brinsmead, Principal Analyst at
Ovum Research. “With Satisfaction Prediction, Zendesk customers do not
need to employ a data scientist or worry about gathering relevant data;
the feature simply predicts and identifies more sensitive queries,
prevents customers from churning, and improves satisfaction rates.”
(Ovum, “Predicting
customer satisfaction helps prioritize interactions and prevent churn,
February 2016)
Pricing and Availability
Satisfaction Prediction is now generally available for Enterprise plan
customers who receive a minimum of 500 satisfaction ratings per month.
For more information on the feature, visit: https://www.zendesk.com/analytics/satisfaction-prediction/.
A new Ovum report about Zendesk’s Satisfaction Prediction, “Predicting
customer satisfaction helps prioritize interactions and prevent churn,”
is available for complimentary download for a limited time at: http://zdsk.co/ovum-csat.
About Zendesk
Zendesk provides a customer service platform designed to bring
organizations and their customers closer together. With more than 69,000
paid customer accounts, Zendesk’s products are used by organizations in
150 countries and territories to provide support in more than 40
languages. Founded in 2007 and headquartered in San Francisco, Zendesk
has operations in the United States, Europe, Asia, Australia and South
America. Learn more at www.zendesk.com.
View source version on businesswire.com: http://www.businesswire.com/news/home/20160315005582/en/
Source: Zendesk