Boost your bottom line with automated service insights
Get real-time notifications as anomalies happen in your Zendesk data and make your voice heard.
AI-driven insights reduce data fatigue for your entire organization.
Are you struggling to make sense of the overwhelming amount of data and noise in your customer service organization? Get notifications about what, when, and why something is happening to understand the big picture and take action.
Data is scattered across reports, dashboards, and Excel files.
Surveypal Insights looks at all your Zendesk ticket data and constantly monitors for new patterns.
You and your team will be alerted to anomalies, allowing quick and effective action.
Change the way you lead with data
Are you tired of receiving lengthy, comprehensive reports on your customer service data at regular intervals? You are not alone – Research shows that only 40% of managers review customer service data monthly. Why is that?
With Surveypal Insights, you can get real-time, actionable insights into your customer service data. Our AI technology is constantly working to detect trends and issues and present the information in a way that’s easy to understand and use. This means you can make better, data-driven decisions for your customer service team – without relying on guesswork or gut feelings.
According to Zendesk CX trends…
…of company leaders say they only view customer service data once a month or even less.
…of agents feel like they aren’t treated as well as others in the organization.
…say a C-suite executive at their organization does not own customer service.
Example insight
CSAT is trending negatively for team B
Insights 💡
The first-line customer service team is struggling with decreasing CSAT. The decrease is larger than the expected range from past data and triggers an automatic insight to the team leader.
Root cause
The insight reveals that the product team has made a new feature update to the service and forgot to create clear instructions. Agents have difficulty solving these tickets in one go and need to escalate more tickets.
Action
The team leader contacts the product team and gets suitable instructions on properly handling customers with the new feature. First-line agents can help customers in one go to recover the service failure.
Example insight
Average Handling Time has decreased for team A
Insights 💡
Company X is trying to cut costs and has set a new target to decrease Average Handling Time. The Customer Service Director gets notified that AHT is decreasing, but at the same time, ticket volumes are increasing.
Root cause
Due to the push for a lower AHT, the agents rush the service, resulting in cases not being fully solved. Customers need to contact Company X again, increasing the ticket volume
Action
The director can explain to board members with concrete analytics how decreasing average handling time is not the right solution and how it can affect revenue.
Example insight
Agent Anna has received 13 high CSAT scores in a row
Insights 💡
Team leaders can easily get notified when agents have succeeded or stumbled. It Is easier to take action.
Root cause
In general, Customer Service Agents are fatigued, and agent attrition is high. Every change to share kudos can have a lasting impact.
Action
The team leader immediately praises the Agent and uses this insight in the 1-1 conversation for future learning.
Understand the impact of insight in the big picture
Looking at just one metric won’t give you the big picture. Performance, quality, and value go hand in hand. That’s why it is essential to view multiple KPIs for each insight.
Following only one metric can be misleading. Make valuable decisions based on knowledge from various KPIs.
Transform from reactive to proactive leadership
Learn the WHY behind your customer service performance, quality, and value. Take immediate action before it’s too late.
Exceed your performance targets by focusing help where needed and prevent agent attrition by improving the quality of training and work. With insights:
Customer testimonials
“Working with Surveypal and the team has been amazing. They have a great product that works well and gets you the insight you need from your customers.”
“Surveypal has allowed us to elevate our customer experiences by analyzing and taking support to the next level.”
“Surveypal helps us to see how we’re doing with customers on a day-to-day basis.”
Get instant results from your Zendesk data
Discover trends, patterns, and issues in your existing customer service data. Contact us to learn more!
Ready to get started?
Get personal guidance from one of our experts and get ready to start. Book a demo, and we’ll be in touch!