GoodData Case Studies Monetizing Analytics for a New Era of Customer Service

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	Monetizing Analytics for a New Era of Customer Service GoodData

Monetizing Analytics for a New Era of Customer Service

GoodData

Technology Category	Analytics & Modeling - Real Time Analytics Platform as a Service (PaaS) - Data Management Platforms
Applicable Industries	Software
Services	Data Science Services
Challenge	Zendesk, a customer service platform used by over 40,000 companies worldwide, recognized the need for more extensive reporting to provide a deep understanding of customer interactions and internal support workflows. However, building the architecture to support premier analytics was a significant investment. After some research, Zendesk found that it was significantly less expensive to partner with a third party to build their advanced analytics. They chose GoodData, a cloud-based partner that could handle the scale of Zendesk’s business. The challenge was to leverage their new and improved analytics to enhance their trial-to-pay monetization model. Read More
About Customer	Zendesk is a customer service platform used by over 40,000 companies around the world to engage with their customers and provide a beautifully simple customer service experience. The company aims to improve the relationship between a business and their customers. Zendesk's customers include ModCloth, Zuora, Elance, and WePay. These customers require a deep understanding of their own customer interactions and internal support workflows to deliver great customer service. In 2011, Zendesk recognized that their customers needed more extensive reporting and that delivering advanced analytics could be a game changer for their trial-to-pay business model. Read More
Solution	In just 90 days, GoodData built Advanced Analytics seamlessly into Zendesk’s UI - a feature that is now the primary value add for their Plus and Enterprise plans. They quickly recognized the success of their monetization strategy, but over time have learned that it is also a significant competitive advantage. From the day they introduced it, it became the #1 reason their customers upgrade. They have better analytics than almost all of their competitors and a lot of that comes through their partnership with GoodData. What’s equally as impressive is the fact that 80% of Zendesk’s Plus and Enterprise customers continue to use the Advanced Analytics every day - creating a more sticky relationship with the product and reducing the probability for customers to churn. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Platform as a Service (PaaS) - Data Management Platforms

Applicable Industries

Software

Services

Data Science Services

Challenge

Zendesk, a customer service platform used by over 40,000 companies worldwide, recognized the need for more extensive reporting to provide a deep understanding of customer interactions and internal support workflows. However, building the architecture to support premier analytics was a significant investment. After some research, Zendesk found that it was significantly less expensive to partner with a third party to build their advanced analytics. They chose GoodData, a cloud-based partner that could handle the scale of Zendesk’s business. The challenge was to leverage their new and improved analytics to enhance their trial-to-pay monetization model.

About Customer

Zendesk is a customer service platform used by over 40,000 companies around the world to engage with their customers and provide a beautifully simple customer service experience. The company aims to improve the relationship between a business and their customers. Zendesk's customers include ModCloth, Zuora, Elance, and WePay. These customers require a deep understanding of their own customer interactions and internal support workflows to deliver great customer service. In 2011, Zendesk recognized that their customers needed more extensive reporting and that delivering advanced analytics could be a game changer for their trial-to-pay business model.

Solution

In just 90 days, GoodData built Advanced Analytics seamlessly into Zendesk’s UI - a feature that is now the primary value add for their Plus and Enterprise plans. They quickly recognized the success of their monetization strategy, but over time have learned that it is also a significant competitive advantage. From the day they introduced it, it became the #1 reason their customers upgrade. They have better analytics than almost all of their competitors and a lot of that comes through their partnership with GoodData. What’s equally as impressive is the fact that 80% of Zendesk’s Plus and Enterprise customers continue to use the Advanced Analytics every day - creating a more sticky relationship with the product and reducing the probability for customers to churn.

Impact #1	Seamlessly integrated actionable insights into Zendesk’s UI
Impact #2	Advanced Analytics became the primary value add for Zendesk’s Plus and Enterprise plans
Impact #3	Advanced Analytics became the #1 reason customers upgrade

Impact #1

Seamlessly integrated actionable insights into Zendesk’s UI

Impact #2

Advanced Analytics became the primary value add for Zendesk’s Plus and Enterprise plans

Impact #3

Advanced Analytics became the #1 reason customers upgrade

Benefit #1	80% of Plus and Enterprise customers use Advanced Analytics daily
Benefit #2	Advanced Analytics became the #1 reason customers upgrade

Benefit #1

80% of Plus and Enterprise customers use Advanced Analytics daily

Benefit #2

Advanced Analytics became the #1 reason customers upgrade

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Overview

Monetizing Analytics for a New Era of Customer Service

Operational Impact

Quantitative Benefit