Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Measuring and improving CX at Zendesk

127 views

Published on

Every customer interaction generates data. At Zendesk, we have a lot of customers, a lot of interactions, and a lot of data. So how do we keep track of it all? Join Martin Doettling (Zendesk) and Brian Harris (Zendesk) as they discuss how we use Explore at Zendesk. You’ll leave with actionable analytics tips that your team can apply right away.

Published in: Technology
  • Be the first to comment

  • Be the first to like this

Measuring and improving CX at Zendesk

  1. 1. 2B TRACK NOW Measuring and Improving CX
 at Zendesk
  2. 2. TRA C K 2B Measuring and Improving CX
 at Zendesk BRIAN HARRIS Director, Customer Advocacy Zendesk
  3. 3. TRA C K 2B Measuring and Improving CX
 at Zendesk MARTIN DOETTLING VP & GM, Analytics Zendesk
  4. 4. Introduction What are we talking about today? Reporting at Zendesk How we put our data to work Q&A with Brian
  5. 5. Say hi to Brian Director of Advocacy, Americas With Zendesk for 3 years Oversees 95 advocates in AMER Passionate about bringing advocates into business conversations through metrics
  6. 6. Let’s talk about reporting at Zendesk
  7. 7. Reporting at Zendesk How we measure success: past Traditional customer service model Microscopic in amount and type of data analysis Key Areas: • CSAT • ASAT • Solves • Handle Time • Full Resolution Time
  8. 8. Reporting at Zendesk How we measure success: current Team metrics > individual metrics Quality and behavioral based Key Areas: • CSAT (CX) • First Reply Time • Ticket Touches • QA • Damage to Queue
  9. 9. Reporting
 at Zendesk: Department
  10. 10. Reporting
 at Zendesk: Individual
  11. 11. Reporting
 at Zendesk: Individual
  12. 12. Average tickets created by weekday 1K 2K 2K 3K Mon Tue Wed Thu Fri Sat Sun 638 481 2,000 2,555 2,8152,772 2,596
  13. 13. Putting our data to work Advocate
 coaching Process
 optimization Team
 focus
  14. 14. Putting our data to work Tier 2: Contextual background Squad Product Volume Handle time 1 Guide, Integrations 11% 13% 2 Chat, Email 13% 14% 3 Talk, Email, API 12% 10% 4 Reporting, API 12% 15% 5 All 100% 100%
  15. 15. Putting our data to work The 1:1 conversation Advocate chosen metrics Growth areas Focus on both business need and advocate behavior Advocate coaching
  16. 16. Putting our data to work Process optimization Procedural review Training opportunities Advocate experience Customer experience
  17. 17. Putting our data to work Team focus Team meetings Communication Draw the metric Celebrate knowledge
  18. 18. QA Session Considerations
 for Directors Why we measure certain things What’s next
 for our team How does this actually work?
  19. 19. #zendeskrelate @zendesk 2B TRACK Thank you

×