Improve Zendesk Support with Insights
Identify productivity bottlenecks on Zendesk and improve support performance
Trusted all over the world
6 000 000+ Zendesk tickets analyzed so far - and counting
Increase customer service productivity in 3 steps
Your support data holds all the answers - what we do is analyze & deliver that information to you in a format that’s instantly accessible and easy to understand.
Increase Customer Service Speed
Customers want their problems resolved immediately:
- Identify simple customer issues and create self-service options to resolve them
- Learn which agents are more efficient to handle certain types of support requests and enable skill-based routing
- Develop conversational flows to address your most common contact requests
Ensure consistent customer service quality
Consistency is key to building long-term trust and customer loyalty:
- Pinpoint top and bottom performers and train accordingly to fill skill gaps and develop competencies
- Perform text analysis on customer feedback to really understand how your customers feel about your brand
- Get notified about trends, patterns, and anomalies in your support and use this information to standardize and develop processes
Redirect contact volume to the right channel(s)
All customer service channels are important – but not all are equal:
- Compare how different channels perform
- Breakdown your cost per contact by channel
- Discover your customers’ preferred communication channel and strategize your outreach
Features to Boost Your Zendesk Productivity
Insights
Get real-time automated notifications when anomalies happen in your Zendesk data and make your voice heard.
Perspectives
Analyze your strategic KPIs through multiple perspectives and take corrective action when things don’t go according to the plan.
Sentiment
Understand the sentiment of your customer conversations. Discover how your customers feel about your products and services.
Text Analysis
Automatically analyze open-ended feedback to identify performance drivers and understand which attributes influence satisfaction most.
Agent 360
Track individual agent performance and identify top and bottom performers, and even get notified when agents are at risk of leaving your company.
Cost
Reduce your customer service costs without compromising quality! Break down your costs by channel, team, and contact reason.
"Surveypal has allowed us to elevate our customer experiences by analyzing and taking support to the next level."
10h
80%
The average reduction of your 1-1 preparation time.
25%
Weekly hours freed up for e.g. coaching in an average-sized customer service team.
Find your productivity bottlenecks with a Free Zendesk Health Check
In the Health Check, our AI engine connects to your Zendesk and analyzes all your ticket data. It searches for discrepancies between channels, contact reasons, teams, and agents. This is what you'll get:
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A clear overview of the state of your customer service and its productivity level
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A PDF with advice and recommendations to improve your service processes