Get one step ahead and predict bad customer satisfaction ratings before they happen
Add a new layer of intelligence to your customer service
Take a peek into the future by using Zendesk to predict customer satisfaction. With Satisfaction Prediction, you can get a better understanding of how a conversation is going—while you’re still in contact with the customer. Instead of waiting until the interaction is over for feedback, you can make changes in the moment to ensure a positive outcome.
Measure your satisfaction prediction
Use Zendesk Explore to monitor how support metrics influence the prediction and find areas for improvement. Measure the health of different ticket queues and see how the prediction changes over time.
"Previously, we had a dedicated team member who would look through our tickets and escalate experiences identified as potentially negative. Now we use the prediction score to accurately and automatically identify these types of tickets so our agents can focus on higher value areas."
Reactive Support Lead at Pinterest
UNDER THE HOOD
Understand what data is used to calculate your satisfaction prediction scoresLearn more >
Follow these simple steps to set up Satisfaction Prediction in your ZendeskLearn more >
Hear from Ovum Research on how predicting customer satisfaction helps prioritise interactionsLearn more >
Watch this webinar to see how machine learning can help improve your customer relationshipsLearn more >