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Predictive Analytics Software

Predictive analytics software

Know your customer's satisfaction level with predictive analytics

Would it not be amazing if you could always have someone leaning over an agent's shoulder sharing feedback like "That was good" or "That was bad"? After all, couldn't we all use some predictive advice in life? The future is here; it's possible with Zendesk Explore software.

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Let's face it, it's frustrating to wait around for advice or answers. Time gaps between conversations are a key indicator to predict customer satisfaction. The number of responses on a ticket also drives down the happiness factor. As time elapses from the initial customer request to the agent response, rest assured your company will see lower satisfaction scores.

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Explore's predictive analytics software can be used to prioritize triage and improve 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 empower agents to gain insights into whether things are going well or if a customer might 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 does Explore work?

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)

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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. Additionally, you can get reports delivered right to your inbox.

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