Make the Most of Customer Data with Zendesk and ModSquad

Many companies power their customer experience with a robust CRM tool that manages customer data and brings all customer communication into one hub.

These customer relationship tools yield a tremendous amount of business intelligence. These days, AI can help leverage that information to identify and address problems and seize opportunities. Business leaders can identify trends, monitor agent performance, and pinpoint areas for improvement, ultimately leading to more efficient and effective customer service strategies.

For example, Zendesk Explore is a powerful analytics tool that enhances customer service experiences by providing deep insights into customer interactions and support operations. It can create customized dashboards and reports to track key performance indicators such as ticket volume, response times, and customer satisfaction.

Josh Smith, ModSquad’s Associate Director, Enterprise Applications, explains the advantages to our clients. “Explore is incredibly robust,” he says. “We can go far beyond creating data based on the default information captured in Zendesk. By creating new fields or custom tags, the sky’s the limit on the different reports we can generate.” By further integrating with other Zendesk tools, starting with Zendesk Sunshine, Explore users can get true omnichannel analytics and clearer visibility into the customer experience.

You’ll be hard-pressed to find a more qualified Zendesk partner than ModSquad. “We go way, way back with Zendesk,” says Smith. “We’ve implemented hundreds of Zendesk instances, and we’ve worked on Zendesk reporting for clients in every industry you can think of.” That wealth of experience means ModSquad understands use cases in ways other outsourcers or partners do not. Notes Smith: "We often recommend things they wouldn’t otherwise consider because we’ve done this with so many clients.”

“We are exploring how advanced AI features will soon allow our clients to speak with their data,” says Director of Technical Consulting Rob King. “In the future, using technologies such as AI and NLP (Natural Language Processing) will allow you to simply ask, ‘What's the average resolution time for high-priority tickets this week?’.”

This combination — ModSquad’s unparalleled Zendesk experience and expertise in many different verticals — is invaluable to clients. “As experts in numerous industries, we know what clients seek. We offer insight into things that can make their lives easier in the long run. We’ve found that information overload can be a real problem with these tools if you don’t tailor the content to the right audience,” adds Smith.

ModSquad clients understand the benefits of having the Mods optimize their Zendesk configuration to provide customized data versus the standard pre-built dashboards. Michael Bradd-Koger, ModSquad’s Sr. Project Manager, notes the benefits of this work. “Optimizing their setup goes far beyond improving the dashboard’s aesthetics and making it easier to read,” he says. “We make information more targeted and digestible to executive stakeholders across the organization who don’t spend time working in Zendesk.

That’s the key to success with Explore: delivering insights based on one of Zendesk’s most comprehensive tools, presented in a clean, simple interface and with additional AI features. Combine that with the fact that ModSquad is one of the most prolific Zendesk professional services teams, and you have a potent combination that takes customer experience to the next level.