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Predictive analytics solutions

Know your customer's satisfaction level with predictive analytics

What if you could have someone leaning over an agent's shoulder saying "That was good" or "That was bad." After all, we all could really use predictive advice in life. The future is here; it's possible with Zendesk Explore software.

La noticia entre bastidores

Let's face it, no one wants to wait around for an answer. The gaps between conversations are a key indicator to predict the ultimate customer satisfaction The number of replies on a ticket also drives down the happiness factor. As time elapses between the initial customer input and the agent response, Explore will lower the satisfaction score.

¿Sabías que...?

Explore's predictive analytics can be used to prioritize triage and alter workflows. With the satisfaction prediction feature, every time a ticket is updated, a new prediction is made based on a personalized model for the account.

A timely solution

Explore can enable agents to gain insights into whether things are going well or if a customer is a possible churn in the future as a result of the customer interaction. Lots of data inputs are reduced to one score. Explore takes a really messy world of Big Data and reduces it down to one useful number. And did we mention that it catches on? Explore is machine learning at its finest.

How Explore works

Effort Metrics (replies, reopens, reassignments) + Time Metrics (first reply time, full resolution time, requester wait time) + Ticket Text (comments, channel, priority) % = Do Something! (prioritize tickets, drive biz rules, trigger integrations)

Aumenta tu alcance

Explore's analytics platform lets you share dashboards with your entire organization, partners, or customers. Everyone can work as one to improve the customer experience. You can also get reports delivered right to your inbox.

See why Zendesk Explore is the predictive analytics solution you've been searching for. Sign up for your free trial.

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