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A Deep Dive into Zendesk Analytics & Reporting Features

Tue, March 28, 2023

A Deep Dive into Zendesk Analytics & Reporting Features

Companies that leverage robust reporting tools effectively can gain a deeper understanding of their customers’ needs. You can measure the effectiveness of your customer service teams, and identify potential growth opportunities. As a Zendesk partner, we know how useful innovative platforms can be for businesses of all sizes, but how can. the platform’s analytics and reporting features help your brand specifically, and can it address the current pain points you may have with reporting and analysing data?

Below, you’ll find further information so that you can see how you can take your brand’s CX to the next level, ensuring you’re capitalising on every opportunity to improve performance.

Zendesk Reporting and Analytics Features: What Are They and What do They Do?

As a customer support and engagement platform, Zendesk provides an array of features for businesses to track the performance of their customer service and support teams. One of these features is the reporting and analytics capabilities, which provide organisations with the data and insights needed to make informed decisions about how to better serve their customers. With 71% of CX leaders looking to alter their CX data strategies and improve their strategic use of customer data1, using the right tools is essential to stay competitive.

The reporting and analytics features are designed to help businesses:

  • Track and measure customer service performance
  • Identify trends and patterns in customer requests
  • Monitor user engagement with their products or services

With the help of these features, businesses can better understand their customer base, identify problem areas, and take action to make improvements. Zendesk reporting and analytics features include:

  • Customisable reporting: Create custom reports tailored to your specific business needs.
  • Dashboard overview: Get an at-a-glance view of key metrics and trends.
  • Ticket views: Filter and sort your tickets to gain a deeper understanding of your customers’ needs.
  • Performance reports: Track team performance and identify areas for improvement.
  • Satisfaction ratings: Monitor customer satisfaction scores to ensure you’re delivering a great CX.
  • Export data: Export your data to a variety of formats, including CSV, PDF, and XLS.

These features are designed to provide organisations with the necessary information to make the most out of their customer service efforts. Moreover, the reporting and analytics features in Zendesk are customisable, meaning they can be tailored to meet the individual needs of your brand. This way, businesses can gain more insight into CX and create more effective strategies to help them meet their business goals.

Benefits of Zendesk Analytics

  • Streamlined Reporting: the platform can help you save time and effort by automating and streamlining reporting processes.
  • Data Visualisation: get a better understanding of customer data with powerful data visualisation tools.
  • Actionable Insights: make data-driven decisions quickly and accurately with intelligent insights.
  • API Integrations: leverage integrations with popular API providers such as Twilio, Slack, and Salesforce.
  • Comprehensive Support: receive comprehensive support and guidance to ensure your team is getting the most out of Zendesk analytics.

Understanding Zendesk’s Advanced Analytics Features

Zendesk’s advanced analytics features offer a suite of tools that can help businesses gain valuable insights into their customer operations. By taking a closer look at key metrics such as ticket volume, response time, and customer satisfaction scores, you can identify trends, track progress, and improve CX.

The advanced analytics features within Zendesk go beyond basic reporting to provide detailed, customisable reports and dashboards that can help businesses make decisions based on the data. Features such as Zendesk Explore and omnichannel analytics include filtering options, data visualisation tools, and the ability to export data in a variety of formats.

With these tools at your disposal, you can create reports that are tailored to your specific needs and gain a deeper understanding of your customers and support operations. They provide a more detailed and granular view of your customer service operations, enabling you to identify trends, track progress, and make better operational decisions.

From an omnichannel experience point of view, Zendesk analytics can help your brand monitor many aspects of customer interactions. As a Zendesk solution provider, we can help your brand succeed and monitor the following:

  • Conversations by channels and day: By tracking ticket volume by channel and day of the week, businesses can identify which channels customers are frequently using and spot trends. This information can help with staffing decisions to ensure that customer demand is met effectively throughout the day or during seasonal peaks.

  • Measuring each channel: Measuring each channel can provide insights into customer behaviour and preferences, such as their tendency to self-solve issues or quickly engage with agents. As businesses change their products or services, monitoring changes in channel activity and volumes will ensure you are meeting customer needs effectively.

  • CSAT for each channel: Customer satisfaction (CSAT) by channel is a good indicator of channel and agent effectiveness. Higher CSAT scores indicate that the support is well-tailored to the channel, resulting in more satisfied customers. CSAT can also be used as a benchmark statistic to set specific thresholds or goals for omnichannel teams. An omnichannel approach aims to provide customers with support options they prefer, and higher CSAT scores indicate that they are satisfied with their chosen channel.

  • Wait times: Monitoring wait times for each channel and adapting them where necessary can reduce wait times. It will help identify quick resolutions in areas like self-service or live chat, shrinking ticket backlogs to improve the overall CX.

  • Ticket Volume Demand: Measuring spikes in ticket demand is crucial to understanding trends in customer channel preferences, volumes by time of day, and FAQs. Having this insight helps teams develop effective strategies to anticipate and manage these spikes. Knowing what to expect helps agents handle difficult periods and provide better customer service.

The ability to create customisable reports and dashboards means that you can focus on the metrics that matter most to your business. This helps you to stay on top of your support operations, monitor the performance of your team, and identify areas for improvement. The robust filtering options and data visualisation tools also make it easy to identify patterns and trends in your data, providing you with a deeper understanding of your customers’ needs and behaviour.

Gain Insights into Customer Behaviours

Analyse Customer Behaviour Trends with Reports: Monitor customer trends and behaviours over time and across channels with pre-built and custom reports.

Interpret KPIs: Get a clear understanding of CX performance and gain insights into customer satisfaction, ticket resolution times, and agent performance.

Generate Actionable Insights: Receive regular and customisable reports to improve CX and the effectiveness of customer service teams.

Identify Areas of Improvement: Recognise areas of improvement and determine which strategies are most effective for customer satisfaction and personalised service.

Customise Reports: Create customised reports to analyse any customer behaviour trend or customer service metric in-depth.

Utilise AI Technology: Leverage AI technology to automate report creation, data analysis, and insights generation.

Automate Alerts: Receive automated notifications when customer service performance dips.

Monitor Metrics: Track and monitor key customer service metrics in real-time.

Optimise Customer Experiences: Optimise CX and ensure customers are receiving the best service possible.

Evaluate Impact of Changes: Evaluate the impact of changes on customer service operations and identify areas to prioritise.

Power Your Brand with Our Help

With powerful reporting and analytics by your side, brands are in the ideal position to gain deeper insights into their customer service and help desk experience. Zendesk is one option that uses an intuitive dashboard, customisable reports, and a range of analytics features to make it easy for your brand to identify patterns, track performance, and make data-driven decisions about customer service.

By leveraging features like this, you can stay ahead of customer trends, respond to issues proactively, and create exceptional experiences for your customers. This will help to unlock the full potential of your customer data, meaning you can achieve business growth through enhanced customer satisfaction. According to Zendesk, companies who leverage customer data the most see 36% faster resolutions, 79% reduction in customer wait times, and 4x more resolved customer requests.

For more information on enhancing your reporting and analytics, or to discuss how our BPO services can transform your CX and assist during peak demand periods, contact us today.