“The pandemic has further accelerated the need to address gender equity within organisations – and it starts with businesses ensuring the fair treatment of women in alignment with their needs and ensuring they feel valued at their workplace. The reality is that the tech industry still struggles with representation. At Zendesk, women make up 37% of our workforce in the APAC region and 31% of our global leadership teams. While we’ve made great strides, we know there’s always more work to be done.
Wendy Johnstone, Zendesk
Change can only happen when gender equity is one of an organisations’ core corporate values and where supporting policies are agreed at the top and rolled out across the entire organisation. That’s why at Zendesk we have a broad range of practices and policies that focus on intentional hiring, interview bias training, talent management and development programs and employee community groups. The goal is to empower our workforce to collaborate with each other, seek out qualified women for roles across the company, and create a space where women can be themselves, form supportive relationships and reach their full potential,” Wendy Johnstone, SVP & COO, Asia Pacific, Zendesk.
2. Esper.io
Vineetha Vijayakumar, Head of Product & Program, Esper.io.
“Numerous articles have been written about dealing with the pandemic and how we evolved work & management principles. Especially in the field of technology, women have led the effort in making empathy a key enabler in adjusting to remote work – empathy among colleagues, families, friends and the society at large. Let’s shine a spotlight on these stories of leadership, strength and resilience shown by women all over the world. Let’s internalize, amplify and celebrate these stories to spread more hope and empowerment.,“Vineetha Vijayakumar, Head of Product & Program, Esper.io.
3. Acuver Consulting
Sahiba Singh, Chief People Officer at Acuver Consulting
“There is so much stereotyping. Women are good at tech, women are good managers, women can drive and can read maps. But still there are plenty of societal preconceived notions that are imposed on us. Women are constantly being compared to their male counterparts. Thus, I choose to challenge all those who think like this. Stereotyping needs to stop! Corporates should be gender neutral and responsibilities should be assigned based on the skill set,” Sahiba Singh, Chief People Officer at Acuver Consulting.
4. Tenable
“The theme of International Women’s Day this year is #ChooseToChallenge. It’s more important than ever for us to challenge the status quo within the technology industry. Perhaps most especially this is true for cybersecurity, as a lack of diversity is a threat to our collective success.
Jacquie Young, Senior Director of Channels, APAC, Tenable
“Innovation sits at the core of cybersecurity and failing to innovate would mean we’re not delivering new solutions to keep people and businesses safe in the changing threat landscape. If everyone on a security team thinks the same, the race has already been lost with attackers. A diverse workforce is a prerequisite to unlocking the full potential of any team or organisation. Only through increased inclusion and diversity – of race, gender, perspective and thought – can our industry achieve greater creativity and innovation, think outside the box, and outmaneuver our adversaries.
The fight for more diversity and inclusion in the industry doesn’t start or end with International Women’s Day. We must continue to champion women in the industry, lift each other up and give each other opportunities so that we can help create a more inclusive world for us all.” – Jacquie Young, Senior Director of Channels, APAC, Tenable.
5. Shoptimize
“At Shoptimize, we firmly believe in equal opportunity for women, and building an inclusive, bias-free organization has been our topmost priority.
Sathya Ramaganapathy, VP Marketing at Shoptimize
The rise of Indian eCommerce has not only boosted India’s economy but has also opened up many opportunities for women. From entrepreneurs building and scaling businesses to increased representation across functions, be it in leadership, tech, or sales & marketing roles – we have been privileged to have a ringside view of the women fueling the eCommerce boom,” Sathya Ramaganapathy, VP Marketing at Shoptimize.
6. Hocomoco
“Women are breaking every stereotype and excelling across sectors, including real estate which is predominantly considered male-dominated. It’s also interesting to note that women are also amongst the fastest-growing group of consumers in terms of purchasing land/house.
Ritu Pusti, Brand Manager- Hocomoco
At Hocomoco, we have always believed in giving weightage to talent/skill over gender, and to build a bias-free organization. Our project management team has close to 50% women employees, and some of the crucial departments (interior and marketing) in the company are headed by women,” Ritu Pusti, Brand Manager- Hocomoco.
BENGALURU: Zendesk, Inc. (NYSE: ZEN), a customer service software company with support and sales products designed to improve customer relationships, today announced the general availability of its comprehensive messaging solution as part of the new Zendesk Suite. The new package brings together all Zendesk’s service capabilities, including messaging, into one complete offering that brings radical simplicity to the enterprise software space.
Zendesk’s powerful messaging tools are designed to give businesses the ability to have continuous, convenient and personalized conversations whether customers want to text, chat on their computer, reach out over WhatsApp, and more. Companies can now provide connected conversational experiences across web, mobile, and social channels that work easily out-of-the-box with built in automation and the power to scale to support modern enterprise needs. Zendesk’s messaging solution also offers advanced capabilities including proactive notifications, enabling specialized third-party bots, and allowing customers to transact directly within the conversation when browsing products, reserving seats, or making payments.
“Today’s customers demand real-time experiences at a level and pace we’ve never seen before. Companies cannot take customer loyalty for granted, and using outdated, expensive enterprise software that takes months to get up and running is a thing of the past,” said Adrian McDermott, President of Products at Zendesk. “Businesses need the best possible technology to remain agile and face customers’ ever-evolving needs. Within hours, Zendesk can help businesses deliver great customer experiences, with messaging front and center.”
Messaging has quickly become the preferred way for businesses and customers to communicate because it is convenient, fast and feels more personalized than ever before. Reinforcing this shift, Zendesk’s Customer Experience (CX) Trends Report 2021 showed a 110% increase in the use of social messaging, and in 2020, 64% of consumers said they tried a new way to get in touch with customer service, with messaging and bots as the leading choices.
“People today want to connect with businesses the same way they chat with their friends and family — with personal messaging to get questions answered and receive support quickly and conveniently. With more than 175 million people across the world already messaging a business account on WhatsApp every day, businesses of all sizes can deepen their customer relationships and increase their efficiency by turning to messaging to meet people where they want to be met,” said Kyle Jenke, partnerships director at WhatsApp. “Through partnerships with companies like Zendesk, we’re making it easier for businesses to shift their operations online during the ongoing pandemic so they can stay close to their customers even when they’re physically apart.”
Zendesk was one of the first SaaS companies to democratize the way businesses offered email support, and with its new Suite, is now leading the shift to messaging-driven relationships. In recent years, the company wholly focused on being champions of customer service, and built solutions on the belief that every relationship between a customer and brand should be reflected through one, ongoing conversation, no matter the channel or device.
By evolving the new Suite to include its comprehensive messaging solutions, Zendesk continues to arm businesses with the best technology to meet their customers’ needs – it makes it easy for companies to give customers the support they want, sets teams up for success with a unified agent workspace, and helps keep businesses in sync with an open and flexible platform. In addition, Zendesk’s enterprise-class security, scalable infrastructure, and industry leading workforce and change management tools provide all businesses with the ability to manage their teams, data and operations.
As part of the new Zendesk Suite, Zendesk also packaged all its service capabilities into one comprehensive solution with five new plans that include everything a business needs to succeed. The new streamlined experience makes it easy to choose the right plan for a business’s unique needs. For more information about the new Zendesk Suite, please go to zendesk.com/service.
About Zendesk – Champions of Customer Service
At Zendesk, we believe that every great customer relationship stems from a conversation. So we built a customer service software company that designs solutions to foster better customer relationships. From large enterprises to startups, powerful, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition. Zendesk serves more than 160,000 customers across a multitude of industries in over 30 languages. The company is headquartered in San Francisco, and operates offices worldwide. Learn more at www.zendesk.com.
BENGALURU: Despite 2020 being a year of far-reaching and rapid transformation in how people live, collaborate, and connect, the global Zendesk (NYSE: ZEN) Customer Experience (CX) Trends Report 2021 shows the customer experience is increasingly crucial to business success and that the most successful companies are adopting new technology at record speed. In fact, new data released today shows that half (53%) of organisations in APAC are planning to invest in CX software more in 2021. At the same time, two in five (44%) customers in the region say that experience is more important to them now compared to a year ago and 67% of companies say their organisation prioritises CX more than a year ago. This view is also echoed by a majority of companies (90%) and customers (56%) surveyed in India.
The report looks at the top trends in customer experience through the Zendesk Benchmark, a unique data index on how more than 90,000 companies use their support solutions. The global report also includes survey insights from India, as well as the US, UK, Australia, Brazil, France, Germany, Spain, Japan, Mexico, Singapore, Korea, Italy, the Nordics, and Benelux.
“We’ve seen companies in APAC embrace digitalisation at an incredible speed this year in response to the dramatic shifts in the operating landscape they’ve had to navigate. Customer experience has never been more important, and we think this accelerated adoption of technology is likely to continue in 2021. Organisations need to ensure they have the right strategies, processes and technology in place to empower customer support teams and drive business success,” said Wendy Johnstone, Chief Operating Officer, APAC, Zendesk.
Further highlighting the acceleration of technology, a Gartner survey conducted in 2020 found that 91% of organisations said that CX was one of or the primary goal of their digital business transformation efforts.
“Even as businesses in India are looking forward to a new year of possibilities and are gradually returning to their workplace, one thing remains – the new normal is here to stay. The pandemic has accelerated the digital wave in the country within just a matter of days, raising the bar of customer expectations and demands. The CX Trends Report 2021 highlights how a seamless customer experience (CX) journey can elevate the overall experience and satisfaction that a brand offers its customers to drive longer lasting loyalty”, said KT Prasad, MD and RVP, India & SAARC, Zendesk.
From navigating changing behaviours to adopting new channels to reimagining the workforce, the Zendesk CX Trends Report 2021 gives companies a roadmap to navigate this new CX landscape so they can champion good customer service at every turn. Top findings include:
Stay ahead of the digital curve: Companies are adopting technology at light speed, and it’s adapt or get left behind. In India, 73% of the customers are willing to spend more for a better online experience, while 40% of customers will switch to a competitor after one bad experience. On a macro level, organisations identified as ’high-performing’ in APAC based on customer service metrics such as CSAT and reply speed, are more likely to have adopted omnichannel solutions, with over half (54%) offering self-service in addition to other key channels including phone, email or messaging, compared to just 20% of low performers.
Be part of a more conversational world: As customers adopt new behaviours, the soaring popularity of messaging apps opens the door for more streamlined, conversational experiences. Ninety-three percent of customers in India have tried a new way to get in touch with customer service in the last year – the highest in the region. For many, that includes using messaging for support requests over apps like WhatsApp and Facebook Messenger, which have spiked significantly during the pandemic with social messaging up 117% in APAC since February 2020.
Realise the power of employee experience: In an increasingly distributed world, companies must rethink how they work smarter across teams. Many employees across APAC still don’t feel like they have the right tools to succeed in this new and often distributed environment, whether it’s keeping track of their performance indicators, staying connected with their colleagues, or feeling supported by their companies. However, employees in India feel otherwise. Only 14% of managers in India say they don’t have the right analytics tools to measure success for remote teams, and 13% of agents don’t have the right tools to work successfully from home – the lowest in APAC.
Set teams up for success by emphasising agility: Facing continued volatility, service and support organisations must find ways to keep up with their customers. Customer experience leaders cited the ability to quickly adapt to the evolving needs of customers as their biggest challenge in 2020 and the highest priority going forward.
Make it easier for customers with a focus on CX: Unprecedented in speed and scale, the recent surge in online channels puts pressure on companies to meet rising expectations as customer experience takes center stage. The vast majority (72%) of customers in India say they are willing to spend more with a company that offers a good customer experience, while 62% will take their business elsewhere following bad experiences.
Additional resources
● For more, including data and insights by region, industry and company size, go to LINK to read the full report.
● Check out the virtual event, “CX Trends 2021” here
Methodology
This annual look at the top trends in customer experience combines analysis of the Zendesk Benchmark, a unique data index on how more than 90,000 companies use their support solutions, with the results of surveys gauging the attitudes of more than 8,000 consumers, customer service agents and managers, and technology buyers, in 15 countries, including US, UK, Australia, Brazil, France, Germany, Spain, Japan, Mexico, India, Singapore, Korea, Italy, the Nordics, and Benelux.
About Zendesk
Zendesk is a service-first CRM company that builds support, sales, and customer engagement software designed to foster better customer relationships. From large enterprises to startups, we believe that powerful, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition. Zendesk serves more than 160,000 customers across a multitude of industries in over 30 languages. Zendesk is headquartered in San Francisco, and operates offices worldwide. Learn more at www.zendesk.com.
“2020 has been a challenging year for businesses and customers alike. Earlier this year, customer experience (CX) teams across the globe had to rapidly adapt amid ticket spikes, customer cancellations, market volatility, and increased uncertainty. However, as the world moved forward, one week at a time, the global service requests eventually stabilized and new expectations and trends began to set in.
Customers now expect businesses to be more digital, accessible and empathetic. More than ever, they want and expect to connect with businesses the way they do with friends and family – effortlessly, especially over popular messaging apps like WhatsApp, Instagram or Facebook. Businesses are working on merging values from a pre-COVID era with the ever-changing demands of a post-COVID world. While this may seem to be an overwhelming task, the pandemic has highlighted the importance of the basics, such as keeping your customers and their needs at the center of everything that you do. Businesses are, therefore, re-emphasising the need for a people-first approach and working hard to retain a human connection.
People around the globe are eagerly awaiting 2021 and the many promises that it brings. Looking ahead, we anticipate that CX will continue to remain a catalyst to business success as businesses reorganise their priorities to incorporate a seamless CX journey for customers. On the other hand, digital transformation will definitely take precedence in the coming year to accommodate more omnichannel services, better IT security, agile technology and collaborative tools. Businesses will also take steps to be more people-centric, not just toward their customers, but also toward their employees. Employee experience and engagement will be a major area where we will see a change as businesses rethink their digital workplace.
As the year comes to an end, there is a sense of hope and excitement in the air of what the new year holds and businesses will look to strengthen their customer experience as the year unfolds.”
Shiv Sundar, Co-Founder and COO, Esper
Shiv Sundar, Co-Founder and COO, Esper,
“2020 has proven to be a challenging year. However, it was also a year of new opportunities and avenues for us. One particular trend that we witnessed was the acceleration of digital transformation with traditional companies. Incorporating customer interactivity into their solution became a priority and the execution ranged from standing up self-service kiosks to augmenting the customer experience with innovative digital solutions. Android based devices, in particular, have been deployed at a large scale to meet these demands. This has underscored how important a product like Esper is to fill the large gap to enable enterprises – small and large alike, to deploy devices at scale and have rigorous control over how their applications are deployed and monitored on their devices.
Looking ahead, we realize that the pandemic has ushered in a new era that will be more digital and virtual, even in remote locations. Industries like education, fitness, restaurants and healthcare will see a flurry of Android based devices and Android will become a dominant choice of OS for Touch based IoT devices. At Esper, we are moving ahead with a sustained hyper focus on our customer service. We have an amazing slate of features in the pipeline that will help our customers deploy and scale their device fleet. We are looking forward to a great new year for our customers, partners and our amazing set of employees.”
Gaurav Burman, APAC President, 75F
Gaurav Burman, APAC President, 75F
“2020 has been a watershed year for most sectors forcing them to transform themselves and adapt while going into the next year. In contrast, the building management and automation sector witnessed considerable traction despite the slowdown. This could be attributed to its potential in helping commercial buildings manage COVID 19 by controlling the spread of the virus through airborne particles. As a result the sector saw new products and services being launched supported by guidelines released by organisations such as WHO, CDC, ASHRAE etc to prevent the transmission of air-borne diseases.
Several business leaders have also leveraged the period of the lockdown and the work from home trend to scale up their commercial offices and workspaces with better technology in preparation for the return to normalcy. This has led to digital transformation in the workplace in creating smart, digitally connected spaces that use less energy, meet sustainability and safety goals, and boost workplace collaboration and productivity. There is also a trend towards optimising work spaces with an eye on long term sustainability. Our offerings in the space that have been popular include 75F’s preset systems to digitally monitor, analyze and control an environment and visibility to customized data analytics at all times from any remote location. As occupant comfort and environmental sustainability are increasingly being given priority in commercial spaces, the potential for smart buildings has grown considerably in 2020. While the commercial and retail sectors are already moving towards building automation, we expect the hospitality and health sector to follow suit in 2021.”
Paddy Viswanathan – Founder and CEO, C3M
Paddy Viswanathan – Founder and CEO, C3M
“COVID-19 has pushed businesses to adopt the public cloud and take a cloud first strategy. With critical workloads deployed in the cloud there is also an immediate need for secure and stable cloud infrastructure. Some of the largest companies in e-commerce, retail, internet and media, and consulting have started using our cloud security platform between May 2020 and today.
Apart from this, remote working has also been working well for us. Our team members are getting to spend quality time with their families, while being just as productive at work. In fact, we are contemplating making working from the office optional once the pandemic eases out. All in all, the year 2020 has been a blessing in disguise for us.”
Abhishek Patil – Co-Founder and CEO, Oliveboard
Abhishek Patil – Co-Founder and CEO, Oliveboard
“This year the ed-tech industry attracted students from schools, universities, businesses and individuals as classroom training was at a standstill due to the virus outbreak. At Oliveboard we saw a steady increase in online test preparation registrations as well. In addition, with both government and banking examinations in the pipeline, the online test preparation industry is about to experience its busiest season in the coming months.
Learning Analytics and Gamification will play inevitable roles in the online test preparation industry, as it will allow educators to assess and report student learning only on the web and will further assist them to better understand and optimize learning. For example, teachers will be able to see what kind of knowledge students most enjoy and use it accordingly (text, photos, infographics, or videos). They will be able to note which portions have not been delivered successfully and strengthen them next time. Besides, learning analytics can also help educators classify learners who may have academic or behavioural problems. Teachers could then build a way to help students achieve their full potential.”
Sharan Sai, Chief Business Relations & Public Relations, Hocomoco
Sharan Sai, Chief Business Relations & Public Relations, Hocomoco
“Despite the effects of the lockdown, India is one of the countries, that has been able to recover faster in terms of businesses being conducted. The construction activity saw a steep decrease immediately after the lockdown was imposed, however, by late May, the activities were back on track. India is witnessing a rapid growth of infrastructure across all the smart cities and metropolitans. With an average commercial space absorption square feet standing at 42 million, India stands tall among world nations. The pandemic has also worked out many realizations for many customers, like, people are now looking forward to independent housing and banks are boosting this through friendly loans for residential purposes. Overall, the construction industry in value terms is estimated at a CAGR of 15.7% and is expected to reach $ 738.5 bn by 2022, which is an immense growth. Fueling this growing market, the technology which is developed for construction is helping in making efficient transactions. Technologies such as blockchain usage for construction workflow is making it more secure and seamless in terms of carrying out the operations. We are confident that 2021 will definitely be the beginning of a new dawn in the construction segment.”
Prem Kumar, Founder & CEO, Snapbizz
Prem Kumar, Founder & CEO, Snapbizz
“The consumer retail segment has witnessed rapid growth in terms of digitization of MSMEs in 2020. This was fuelled by the current covid era which brought in new opportunities in the retail sector specially for Kiranas. As a result, over a million Kiranas have gone digital in recent months and their stores have gone online by accepting online payments, ordering supplies online, managing inventory, etc. The technology cover now enables them to leverage their strengths like proximity, personal touch, and flexibility further to acquire new customers effortlessly.
This year our SnapBizz team has succesfully helped neighborhood Kiranas gear up efficiently to compete against the larger ecommerce players in this industry. Kiranas have always been facing intense competition from major e-commerce grocery players who are aggressive in their campaigns to capture market share. The entrance of big players in the FMCG sector has been another cause for concern among them. However as it was evident, it was the Kiranas who provided a lifeline to the country when the lockdown struck with the Pandemic. This renewed trust in the neighbourhood kirana by people also prompted them to lembrace digitization to further enhance their relationship with customers. We see this as a positive trend and will only see wider adoption of technology by kiranas at the grass root level in 2021.”
Mangesh Panditrao, CEO & Co-founder, Shoptimize
Mangesh Panditrao, CEO & Co-founder, Shoptimize
“In the past years, online stores typically saw a rush only close to the festival days of Dussehra and Diwali. This year saw a longer shopping period as shoppers started buying earlier. With COVID putting a dampener on travel and socializing plans, shoppers probably anticipated going online to shop and decided to avoid the last-minute rush. Stores also started showcasing their festive offers early on to increase sales and conversions. The 30 day Diwali sales period saw a 484% increase in the online store visitors and sessions. While sales hit their peak on 23 October 2020, the entire three months of September to November saw heightened activity and sales.
At Shoptimize, for our clients, D2C eCommerce has become a critical channel, growing from 10% (previous FY) of overall eCommerce to 40% (current FY). There has been a GMV growth of 250% from festive season sales alone this year. In general, our clients have seen a GMV growth of 400% post covid. The various categories which witnessed this massive growth post-covid are fashion & apparel which saw a GMV growth of 150%, food & beverages a growth of 500%; and appliances & electricals a growth of 400%.”
Shabna Salam, Founder & Director, Maneraa
Shabna Salam, Founder & Director, Maneraa
“Covid-19 has brought about a dramatic and permanent shift in consumer shopping behavior in e-Commerce. The consumer today has become more cost-conscious and is investing increasingly in affordable fashion. We have also observed that customers from tier 2 and tier 3 cities who were previously reluctant to do online shopping now enjoy the perks of digital retail. On Maneraa’s website this year, we have seen consumers opt for pocket-friendly fashion with a willingness to experiment with new and relatively unknown brands. Though we are amongst the new players in the space, the customer response this season has given us great confidence especially with the spike in demand from tier 2 and 3 cities. It’s very likely that these trends are here to stay even after COVID as these are new customers who have joined the fray and they will only increase their usage as per industry norms. Looking ahead into 2021, we expect E-commerce retail to rise to 7% as opposed to the previous 1.6% thanks to the newfound demand and transforming consumer behavior.”
Sandeep Sankhla, Founder & Managing Partner, Glocal Mind
Sandeep Sankhla, Founder & Managing Partner, Glocal Mind
“The COVID-19 outbreak has severely impacted the entire healthcare industry and changed the working structure of its ecosystem. With the pandemic being the biggest healthcare crisis ever faced by man in this generation, the medical community has been working feverishly across the world to identify a vaccine and to understand the short term and long term impact of this on the world. And now with news trickling in that there could be sufficient doses available for more than one-third of the world’s population by the end of 2021, countries are busy working closely with the healthcare community to make sure that the purchase, distribution and storage of the vaccine can be carried out efficiently as per local market demands. Add to this many new trends such as Tele-Health, Electronic Medical Records, a focus on preventive healthcare and continued partnerships between the public and private sector can be seen gaining prominence in the healthcare research space. To understand these emerging trends across geographies, GLocalMind has conducted multiple market research studies including studying the Impact on healthcare practices, Impact on hospital operations, Adoption of tele-medicine, pricing perceptions for Covid Vaccine, healthcare innovation and transformation, etc.
With these changing market dynamics expected in 2021, we are working towards becoming an independent healthcare research facilitator to a larger aggregator model and therein creating a larger ecosystem for healthcare research studies globally.”
Zendesk, Inc. (NYSE: ZEN) today announced the launch of Explore Enterprise, the newest solution within its service-first CRM platform, which enables companies to analyze real-time data in order to understand changing needs. As global ticket volume reaches record highs, leaders can use Explore Enterprise to share relevant insights instantly with other teams and departments, helping them make faster decisions to improve their entire customer experience.
“Over the past few months, companies in India have been striving to adapt to the changing needs and demands of their customers as the pandemic continues to unfold and new trends emerge. Our Benchmark Snapshot Report indicates that even though service requests may finally be stabilizing after months of volatility, higher volumes may continue to persist, at least for a foreseeable future. Therefore, having timely insights are even more crucial for businesses to spot gaps in their customer service and quickly implement modifications that people expect. With the ability to stay a step ahead of their customers and proactively improve their overall customer experience journey, Explore Enterprise will help many businesses in India not just survive but thrive in today’s landscape,” said KT Prasad, MD and RVP Sales, India & SAARC at Zendesk.
“Customers are seeking more support from businesses than ever before, which is putting increased pressure on CX leaders and their teams,” said Shawna Wolverton, EVP of Product, Zendesk. “With Explore Enterprise, Zendesk gives companies the ability to analyze data in order to have a clear view of customer trends they are seeing across our Support and Sales Suites. These comprehensive insights allow businesses to quickly address emerging challenges and opportunities not just in customer service, but throughout their entire business.”
Zendesk customers such as Mailchimp are already benefiting from using Explore’s reporting analytics to understand trends in over 30,000 tickets a month. “It’s about understanding our data as a whole, and being able to look at the big picture,” said Spencer Caratti, Senior Director of Customer Support at Mailchimp. “We’re able to take that cumulative voice of the customer and distil that down to figure out what needs to be prioritized and make meaningful fixes that happen.”
With real-time analytics and enhanced team collaboration features, Explore Enterprise enables leaders to manage and scale their business by:
· Monitoring data across customer support channels with pre-built and customizable live charts
· Acting on current trends by setting threshold alerts to see when teams are under a heavy load
· Improving productivity and reducing context switching with embeddable dashboards
· Boosting team collaboration with advanced report sharing and scheduling capabilities inside and outside the organization
“There is still a massive global shift towards digital transformation, and that has recently accelerated across every industry sector. Businesses must respond to this new pace of change and the organizations that are already digitally-driven will pivot faster,” said Sheryl Kingstone of 451 Research.
Explore Enterprise provides instant insight across Zendesk products including Support, Talk, Chat, Sell and Guide* to provide a comprehensive, unified view of the customer. This includes information on how customers are using social messaging for support and which channels they
prefer for communication. These learnings enable leaders to refine how they serve customers over channels such as Apple Business Chat, WhatsApp, Facebook Messenger, Twitter Direct Messages, WeChat, and LINE. Additionally, teams will be able to bring in data from external third-party systems through integrations with Zendesk’s open and flexible CRM platform, Sunshine, for a holistic picture of their business.**
With visibility into customer data across channels, Explore Enterprise gives leaders the ability to make improvements beyond the support team, such as informing decisions across sales, engineering, marketing and other departments. For example, when a CX leader sees a support team falling behind on ticket resolution, they can promptly test potential solutions and implement the option that makes the most impactful change for agents. Additionally, a CX leader can see an increase in the number of page views about processing refunds and can adjust existing knowledge base content to better help customers get the answer they are looking for faster.
Zendesk Explore Enterprise is available starting on August 31, 2020. More information can be found on the Zendesk website.
*New Sell and additional Guide integrations are expected to be generally available Q4 2020.
**Sunshine integrations are expected to be generally available Q1 2021.
