The athletic apparel retailer also boosts site visits by 50% using customer analytics platform AgilOne.
More than 60 percent of Zendesk accounts use a mobile service app, and the iPad app is the third most popular.
SAN FRANCISCO, March 26, 2013-- Zendesk, the leading provider of the proven cloud-based customer service software, today announced the new Zendesk for iPad, a native app aimed at the increasing number of mobile customer service teams who must stay in the know about their customers and performance anytime and anywhere.
Since Zendesk first launched its iPad app two years ago, the percentage of companies providing customer service through a mobile app has doubled. Now more than 60 percent of Zendesk accounts use a mobile service app, and the iPad app is the third most popular. This shift toward a more mobile service team inspired the new iPad app's focus on delivering performance metrics and customer history on the go.
"Our first Zendesk for iPad changed the way customer service was delivered, allowing agents to respond from anywhere," said Adrian McDermott, Zendesk's senior vice president of product development. "Now we're changing the way service teams stay on top of their performance, allowing managers to always know how they're doing and avoid any drop in superior service."
Through the new reporting dashboard for iPad, managers can navigate updated data and metrics across three views:
- A leaderboard, which gives a quick glance at metrics such as their customer satisfaction, solved tickets, response time, and the productivity of the support team;
- Ticket activity, which reveals details and trends in the volume of new tickets and the efficiency and quality of agents' responses to them; and
- First response, which provides an interactive dial for viewing how long it took to respond to customer inquiries across various time periods.
In addition, the new Zendesk for iPad surfaces customer service history on a company or customer level so service teams have a more complete view of previous interactions and can better address customers' individual needs and preferences.
"We like to be hands-on with our customer service, whether it's at our desks or on-site at one of our 100-plus schools," said Sam Dresser, IT System Support Manager at School of Rock. "The new Zendesk for iPad is simply more practical for us. We can view our tickets, respond to our customers, and see insights about our customers' satisfaction and speed of service."
The new Zendesk for iPad is available now in the Apple App Store and atwww.zendesk.com/mobile.
Zendesk is the leading provider of proven, cloud-based customer service software. For growing organizations, Zendesk is the fastest way to enable great customer service. More than 25,000 Zendesk customers, including Gilt Groupe, Box, and Disney, trust Zendesk with their most valuable assets: their customers, partners, and employees. Founded in 2007, Zendesk is funded by Charles River Ventures, Benchmark Capital, Goldman Sachs, GGV Capital, Index Ventures, Matrix Partners, and Redpoint Ventures. Learn more at www.zendesk.com.