Dave highlights the transformative power of Zendesk's reporting functionality (formerly Explore, now Analytics), emphasizing that "if you cannot measure something, there is no point in doing it". This tool, available in the Zendesk Enterprise Suite and other suite plans, is crucial for making data-driven decisions within your business.
A significant challenge often faced by managers is efficiently disseminating crucial customer service metrics to stakeholders who aren't licensed Zendesk users. In the past, this often involved managers spending days or hours each week manually generating reports, leading to considerable time and cost for the business.
With the Zendesk Enterprise Suite, these inefficiencies are eliminated. Businesses can now generate a report once and then share it with external stakeholders in a couple of powerful ways.
Key Features for Sharing Zendesk Reports:
Public Links: Dashboards can be shared via a public link, which can be customized and protected with a password for security. This allows external users to access live dashboards and manipulate time periods or filters without needing a Zendesk license.
Scheduled Exports: For stakeholders who prefer static reports, specific statistics can be scheduled for automatic delivery. These can be sent hourly, daily, weekly, monthly, or yearly at a specified time. Reports can be exported as images, PDFs, Excel documents, or CSV files. This means a dashboard only needs to be set up once, and reports can be automatically distributed.
This functionality saves considerable time and money by eliminating the need for manual report generation and reducing the requirement for paid Zendesk licenses for stakeholders who only need access to statistics.
If you're interested in learning more about Zendesk reporting or exploring a partnership with CX Experts, you can reach out to them at info@cxexperts.co.ZA.
For a visual demonstration, watch the video below:
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