As Zendesk has grown – over 20,000 companies now use Zendesk to engage their customers – we started thinking about how cool and helpful it would be if our customers could compare their customer service performance against their peers. After all, customer interactions produce a lot of results – support tickets, forum page views, comments, tweets, customer satisfaction ratings, etc.; what better way to understand these metrics than in the context of companies similar to your own? These metrics have always been available on an individual company basis. Zendesk users have these critical metrics front and center everywhere. Agents can view the company’s satisfaction score; it’s easy to view web analytics for Zendesk forums; team leads and admins can slice and dice key support metrics to their hearts’ desire.
But as helpful as this data is to your company, it becomes even more valuable when you compare it with the 20,000+ other companies that use Zendesk as well. That’s a big reason we’re all using these cloud-based software tools – to benefit from the wisdom of crowds; to share best practices; and to optimize how we run our businesses.
