Are you a Zendesk user looking to improve your contact center?
In this series, I’m sharing some of the insights that we’ve heard from our conversations with CX professionals using Zendesk. We believe at Keatext that listening to customers is the best way to build a platform that works for you!
Last time we looked at categorizing tickets based on content, and this time I want to look at how to cut through noise in your contact center data.
What do I mean by noise? In your contact center, agents are fielding customer support interactions through chats, emails, and calls. These interactions capture valuable information.
But they also capture “noise” like automated replies, newsletters, and email signatures. In conversations with customers there may be interruptions in dialogue, grammar mistakes, transcription errors, and so on.
Grappling with all this noise makes it challenging to get to the heart of customer issues. On top of this messy data is the multiple channels from which data is collected across the contact center.
In our conversations with Zendesk users, we’ve heard that noisy omnichannel data gets in the way of your analysis and obscures your understanding of customer experience.
Noise just doesn’t provide meaningful insights when analyzing data for main issues, recurring questions, and trends.
At Keatext, we’ve built a Zendesk integration that provides a seamless way to cut through noise and get insights from the messy omnichannel data that today might be your biggest challenge in the contact center. What if it was your greatest strength?
Keatext aggregates insights from multiple channels in one platform. Through advanced text analysis, the platform groups similar topics together for ease of comprehension. In addition, it predicts the impact of issues identified in your data to ensure that actionable insights are not missed or obscured by noisy data.
Before you go, check out Keatext on the Zendesk Marketplace. Thanks for reading!
