客户服务新时代的货币化分析
公司规模
Large Corporate
国家
- United States
产品
- Zendesk
- GoodData
- Advanced Analytics
技术栈
- Cloud-based analytics
- Data Visualization
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 实时分析
- 平台即服务 (PaaS) - 数据管理平台
适用行业
- Software
服务
- 数据科学服务
关于客户
Zendesk 是一个客户服务平台，全球有超过 40,000 家公司使用该平台与客户互动并提供简单便捷的客户服务体验。该公司旨在改善企业与客户之间的关系。Zendesk 的客户包括 ModCloth、Zuora、Elance 和 WePay。这些客户需要深入了解自己的客户互动和内部支持工作流程，才能提供出色的客户服务。2011 年，Zendesk 意识到他们的客户需要更广泛的报告，而提供高级分析可能会改变他们的试用付费业务模式。
挑战
Zendesk 是一个客户服务平台，全球有超过 40,000 家公司在使用，它认识到需要更广泛的报告来深入了解客户互动和内部支持工作流程。但是，构建支持高级分析的架构是一项重大投资。经过一番研究，Zendesk 发现与第三方合作构建高级分析的成本要低得多。他们选择了 GoodData，这是一家能够处理 Zendesk 业务规模的云合作伙伴。挑战在于利用他们新的和改进的分析来增强他们的试用到付费盈利模式。
解决方案
仅用 90 天，GoodData 就将 Advanced Analytics 无缝集成到 Zendesk 的 UI 中，该功能现在已成为其 Plus 和 Enterprise 计划的主要增值功能。他们很快意识到其盈利策略的成功，但随着时间的推移，他们了解到这也是一项重要的竞争优势。从推出该功能的那一天起，它就成为客户升级的首要原因。他们的分析能力比几乎所有竞争对手都强，而这很大程度上得益于与 GoodData 的合作。同样令人印象深刻的是，80% 的 Zendesk Plus 和 Enterprise 客户每天都在使用 Advanced Analytics，从而与产品建立更紧密的关系，并降低客户流失的可能性。
运营影响
数量效益
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