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3.236-.568c.549-.059.925.364.939.874s-.376.932-.867.947zm0-2.913c-.925.043-1.849.204-2.788.495-.086.029-.174.029-.26.029a.897.897 0 0 1-.867-.641.915.915 0 0 1 .607-1.136 12.711 12.711 0 0 1 3.236-.568c.549-.029.925.364.939.874s-.376.933-.867.947zm0-2.914c-.925.043-1.849.204-2.788.495-.086.029-.174.029-.26.029a.897.897 0 0 1-.867-.641.915.915 0 0 1 .607-1.136 12.711 12.711 0 0 1 3.236-.568c.549-.043.925.365.939.874s-.376.933-.867.947z"></path></svg>Artikel</span></a> • 8 min read</h2><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Meet je klantervaring met Zendesk Explore</h1><p class="Textstyle__TextRoot-sc-c9um69-0 jtzLSQ">Zo meet en gebruik je klantengegevens voor een betere CX</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Door Patrick Grieve </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Laatst gewijzigd 29 juli 2021</p><div class="Tagstyle__TagContainer-sc-1uuac66-3 ceUOVi"><a href="/blog/tags/live-chat/" data-interaction-type="link-inline-primary" 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style="box-sizing:border-box;display:inline-block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative;max-width:100%"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;max-width:100%"><img style="display:block;max-width:100%;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0" alt="" aria-hidden="true" src="data:image/svg+xml,%3csvg%20xmlns=%27http://www.w3.org/2000/svg%27%20version=%271.1%27%20width=%271104%27%20height=%27552%27/%3e"/></span><img alt="" fetchpriority="high" src="https://d1eipm3vz40hy0.cloudfront.net/images/blog/measuring-customer-experience-blog-header.png" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/></span></span></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 qMACC"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 sc-2a79ddc4-1 bEEqbX jOJqak" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 eSGwgQ Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><section class="container"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div style="margin:unset" class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Kennis is macht, vooral wanneer het op klantenservice aankomt. Volgens het <a href="/customer-experience-trends/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">rapport over trends op het gebied van klantervaring 2020</a> hebben bedrijven die hun gegevens slim inzetten 36% snellere oplossingen, 79% kortere wachttijden voor klanten en lossen ze 4 keer zo vaak de aanvragen van klanten op.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Maar om daar de vruchten van te plukken, heb je een krachtige business intelligence-tool nodig. Met <a href="/explore/features/#features" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk Explore</a> kun je de belangrijkste trends identificeren, manieren vinden om de interacties tussen je team en je klanten te verbeteren, en de klanttevredenheid over je merk meten. Bedrijven die Explore gebruiken, verwerken 3,4 keer zoveel tickets als bedrijven die deze tool niet gebruiken, en hun klanten wachten half zo lang op reactie van een agent.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Waarom maakt het zo’n groot verschil? Doordat je elk aspect van de klantervaring kunt verkennen en meten. En dankzij aangepaste rapporten en dashboards waarmee je je <a href="/explore/features/customer-experience-management-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">CX kunt beheren en optimaliseren</a> zijn deze analyses toegankelijker dan ooit.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Inzicht in elke klantinteractie met omnichannel analytics</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Interacties met klantenservice vinden tegenwoordig overal plaats, van een callcenter tot een reactie op een social media-bericht. Explore volgt en verzamelt gegevens bij elk communicatiekanaal, zodat je inzicht krijgt in de volledige klantervaring.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Met Explore is het ook gemakkelijker om de favoriete contactmethoden van je klanten te achterhalen, zodat je je populairste kanalen kunt prioriteren en optimaliseren. Door bijvoorbeeld het ticketvolume per kanaal en dag van de week bij te houden, weet je welke kanalen het meest worden gebruikt en wanneer ze het meest actief zijn.</p><img alt="Omnichannel analyse in Zendesk Explore" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/blog/omnichannel-analytics-explore.png"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Ook het bijhouden van <a target="_blank" rel="noopener noreferrer" href="https://support.zendesk.com/hc/en-us/articles/203660816-Customizing-your-customer-satisfaction-survey" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">klanttevredenheidsscores (CSAT)<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> en wachttijden geeft je een goede indicatie van hoe effectief elk kanaal is. Investeer in de kanalen met de hoogste tevredenheidspercentages en de snelste oplostijden en promoot deze bij je gebruikers.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Het lifestylemerk <a target="_blank" rel="noopener noreferrer" href="https://www.spartan.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Spartan Race<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> gebruikt Explore om zijn door AI aangedreven <a href="/answer-bot/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Answer Bots</a> voortdurend te optimaliseren. De bots geven klanten suggesties voor artikelen op basis van vragen die ze in chatgesprekken stellen.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Ze volgen het oplossingspercentage van voorgestelde artikelen om te zien of ze nieuwe klantentickets ook echt voorkómen”, legt <a target="_blank" rel="noopener noreferrer" href="https://www.linkedin.com/in/andrewgforbes/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Andrew Forbes<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, groepsmanager Product Marketing bij Zendesk, uit. ” “Daarna gaan ze door al hun artikelen heen om te zien hoe klanten daarop stemmen.”</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Wanneer een artikel een lage tevredenheidsscore heeft, dan past het bedrijf deze aan of creëert het team nieuwe content die beter antwoord geven op de vragen van klanten.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">En dat is slechts één aspect van één kanaal. Explore integreert met elk onderdeel van de Zendesk-suite om gebruikers te helpen het meeste uit hun software te halen.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Onze klanten gebruiken Explore om gegevens te analyseren van alle Zendesk-producten die ze gebruiken”, aldus Andrew. “Explore wordt geïntegreerd in <a href="/support/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk Support</a>, <a href="/chat/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Chat</a>, <a href="/talk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Talk</a> en <a href="/guide/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Guide</a> en stelt bedrijven in staat zich te verdiepen in alle interacties met de klantenservice die via deze producten plaatsvinden.”</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Volg je klantervaring met kant-en-klare dashboards op maat</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Het ontwerp en de complexiteit van je dashboard moeten een weerspiegeling zijn van de de behoeften en omvang van je organisatie. Startups hebben doorgaans eenvoudigere dashboards dan ondernemingen, net zoals een Honda Pilot een kleiner dashboard heeft dan een Boeing 747.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Met Explore krijgen klanten dashboards die ze meteen kunnen gebruiken”, vertelt Andrew. “Deze zijn geweldig voor teams die voor het eerst klantenservice aan willen bieden.”</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Voor startups en mkb’ers worden deze kant-en-klare dashboards geleverd met honderden handige <a href="/blog/best-customer-support-metrics/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">tabellen met statistieken</a>. Explore biedt direct inzicht in de belangrijkste trends op het gebied van klantervaring die je zou moeten volgen.</p><img alt="Zendesk Explore dashboard" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/blog/dashboard-explore.png"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Ook grotere, meer gevestigde bedrijven maken vaak gebruik van deze dashboards. <a target="_blank" rel="noopener noreferrer" href="https://www.etsy.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Etsy<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, een marktplaats voor handgemaakte producten, maakt bijvoorbeeld veel gebruik van de ingebouwde statistieken van Explore om hun CX-operaties te verbeteren.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Etsy’s belangrijkste use case is het meten van teamprestaties en inzicht krijgen in hoe hun agents het doen”, zegt Andrew. “Dus ze gaan diep in op dingen zoals tijd tot eerste reactie, tevredenheidsscores van verschillende agents en teams en hoe snel agents verschillende soorten problemen kunnen oplossen.”</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Met die informatie binnen handbereik is het bedrijf “nu in staat om de probleemgebieden aan het licht te brengen aan de hand van onze tickets, snel routeringsregels op te stellen en trainingsmogelijkheden voor ons team te identificeren”, vertelt <a target="_blank" rel="noopener noreferrer" href="https://www.linkedin.com/in/wreckingadm/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Colin Wilkinson<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, senior manager agent enablement bij Etsy’s Member Services.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Explore stelt gebruikers ook in staat om hun dashboards meteen aan te passen naar wens. Dit is ideaal voor organisaties die oplossingen op maat nodig hebben.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Een retailer bijvoorbeeld, verzamelt waarschijnlijk informatie over loyaliteitsprogramma’s, zodat ze hun klanten kunnen indelen op hoge waarde, gemiddelde waarde en lage waarde”, aldus Andrew.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">In dat geval kan informatie op topniveau, zoals CSAT-scores, worden onderverdeeld in meer gerichte statistieken, zoals klanttypes of demografische gegevens.</p><img alt="CSAT-scores in Zendesk Explore" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/blog/csat-scores-explore.png"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Veel bedrijven – waaronder Zendesk – zullen ook nieuwe dashboards creëren voor grote evenementen, zoals updates of productlanceringen.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Wanneer we een nieuw product lanceren, heeft ons supportteam een dashboard dat bijhoudt hoeveel tickets we erover krijgen en hoe we daarmee omgaan”, zegt Andrew. “We willen zorgen dat we de verzoeken van de klanten bijhouden en dat knelpunten bij de klantenservice de verkoop niet in de weg staan.”</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Met de mogelijkheid om in een oogwenk nieuwe dashboards te maken, kunnen gebruikers snel nieuwe informatie ordenen op momenten dat er iets onverwachts gebeurt – zoals bijvoorbeeld een wereldwijde pandemie.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Eén van onze klanten is een nationaal arbeidsbureau dat Explore heeft gebruikt om een dashboard te maken speciaal voor reacties op COVID-19. Het houdt al maanden de honderdduizenden telefoontjes bij die ze krijgen over werkloosheidsaanvragen in verband met het coronavirus.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Dit is een heel specifiek voorbeeld, waarbij het dashboard alles volgt wat te maken heeft met werkloosheidsmeldingen als gevolg van COVID-19”, zegt Andrew. “Zo volgen ze of gesprekken worden afgemaakt of niet. Hangen mensen te vroeg op omdat ze niet snel genoeg iemand te spreken krijgen?”</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">De afdeling meet ook op welke dagen ze het hoogste aantal oproepen binnenkrijgen, zodat ze kunnen anticiperen op personeelsbezetting. Explore helpt hen om bij te houden hoe het aantal verzoeken in de loop van de tijd afneemt en toeneemt.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Dit is een zeer ongebruikelijke use case, maar de les is duidelijk: met gegevens kun je onverwachte problemen aanpakken.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Meet je klantervaring met robuuste grafieken en rapportage-functies</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Het is niet genoeg om alles te meten. Je moet deze gegevens kunnen bekijken in een intuïtief, gemakkelijk te begrijpen overzicht.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Explore biedt meer dan 20 soorten diagrammen, samen met een functie die de juiste diagram aanbeveelt om jouw specifieke gegevens op de best mogelijk manier in beeld te brengen.</p><img alt="Rapportgrafieken in Zendesk Explore" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/blog/reporting-chart-types-explore.png"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Stel dat je wilt zien hoe bepaalde resultaten zich in de loop van de tijd ontwikkelen. Explore stelt dan grafieken voor met een voortgang van links naar rechts, zoals een lijn-, kolom-, gebieds- of sparkline-diagram. Of stel dat je twee of meer categorieën wilt vergelijken. Voor dit soort vergelijkingen raadt Explore automatisch een staaf- of puntdiagram, TreeMap, bubblepack of Piktochart aan.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Waarom we zoveel keuze bieden? Omdat je met de juiste <a href="/blog/customer-data-visualization/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">visualisatie van gegevens</a> trends en patronen gemakkelijker kunt herkennen. Je krijgt bijvoorbeeld een veel duidelijker beeld van je klantenbestand met grafieken die laten zien hoe ze demografisch zijn onderverdeeld, of waarom ze waarschijnlijk contact opnemen met je bedrijf.</p><img alt="Grafiek met klantgesprekken" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/blog/customer-conversations-chart-explore.png"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Alle grafieken die je maakt, kunnen snel worden toegevoegd aan een dashboard of worden gedeeld met andere collega’s. Met Explore kun je automatisch wekelijkse rapporten laten genereren waarmee je iedereen op de hoogte kunt houden van belangrijke metrics.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Ik denk dat mensen Explore vooral gebruiken om een heleboel grafieken te maken, deze toe te voegen aan hun dashboards en deze toe te wijzen aan mensen in hun team”, legt Andrew uit.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Natuurlijk biedt Explore meer rapportagefuncties dan alleen grafieken. En ze kunnen meer bijhouden dan alleen klantanalyses.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Explore kan je ook meer inzicht geven in het slagingspercentage van je eigen klantenserviceteam. Dankzij rapportages over je teams en agents weet of je servicemedewerkers aan bepaalde benchmarks voor support voldoen en hoeveel tickets ze over het algemeen afhandelen.</p><img alt="Rapportages over teams en agents" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/blog/team-agent-reporting-explore.png"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.linkedin.com/in/s%C3%A9bastien-faure-1675246/?originalSubdomain=fr" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Sébastien Faure<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, hoofd Klantenservice en Support voor audiotechbedrijf <a target="_blank" rel="noopener noreferrer" href="https://www.devialet.com/en-us/phantom-speaker/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Devialet<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, gebruikt de rapportagefuncties en aanpasbare grafieken van Explore elke dag om zijn supportteam te blijven verbeteren.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Het bedrijf krijgt rond de kerstperiode maar liefst <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.co.uk/customer/devialet/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">8.000 supporttickets per maand.<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> Ze gebruiken Zendesk Support om hun klantenservice te stroomlijnen na een overweldigend aantal binnenkomende tickets, en zetten Explore in om de prestaties van hun teams over de hele wereld voortdurend te monitoren.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Je kunt gemakkelijk tabellen maken met sjablonen, maar ze ook aanpassen naar wens”, aldus Faure. “Je gegevens zijn gemakkelijk te manipuleren en we kunnen razendsnel kenmerken maken. Daardoor kan ik precies de rapporten maken die ik nodig heb en het hele proces is een soepele ervaring.”</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Verzamel honderden inzichten in een paar minuten</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Bedrijven hebben tools nodig met geavanceerde mogelijkheden, die eenvoudig in gebruik zijn. Tools die elke gebruiker toegang geven tot bakken aan metrics, dashboards en gegevensvisualisaties die al je gegevens duidelijk in kaart brengen.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Alle kant-en-klare analyses die we in Explore hebben gestopt, zijn gebaseerd op jaren aan best practices”, zegt Andrew. “Doordat we onze klanten de optie te geven zo diep in hun gegevens te duiken en rapporten op maat te maken, kunnen ze alles doen om hun bedrijf te optimaliseren.”</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Wat zou jou bedrijf kunnen helpen om te optimaliseren? Betere communicatiekanalen? Efficiëntere klantenserviceteams? Meer inzicht in je klantenbestand? Ontdek het zelf met een gratis proefperiode van <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.de/service/analytics/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk Explore<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> .</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.nl/service/analytics/" 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style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d26a57ydsghvgx.cloudfront.net/content/Photography%20%28updated%20dimensions%202020%29/IndustriesSoftware-274_Final_x2.jpg"/></noscript></span></span></div></div><div class="Promostyle__TextWrapper-sc-1lscwvc-2 gMFoUj"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">De uitdagingen van een moderne klantbeleving</h3></div><div class="Promostyle__LinkWrapper-sc-1lscwvc-3 biyiQd"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"><a target="_blank" 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5.648.655 6.384 1.005.202.102.419.146.621.146s.434-.043.621-.146c.736-.364 3.395-1.501 6.384-1.005.404.073.823-.059 1.141-.32.346-.277.535-.685.535-1.122V1.605c0-.685-.491-1.296-1.17-1.413zM3.655 3.47c1.069.043 2.152.233 3.236.568a.917.917 0 0 1 .607 1.136.934.934 0 0 1-.881.627.814.814 0 0 1-.26-.043 10.443 10.443 0 0 0-2.788-.481.916.916 0 0 1-.866-.947c.029-.495.462-.904.954-.86zm0 2.913c1.069.043 2.152.233 3.236.568a.917.917 0 0 1 .607 1.136.934.934 0 0 1-.881.627.814.814 0 0 1-.26-.043 10.523 10.523 0 0 0-2.788-.481.916.916 0 0 1-.866-.947.927.927 0 0 1 .954-.859zm3.827 4.605a.91.91 0 0 1-.867.655.814.814 0 0 1-.26-.043 10.523 10.523 0 0 0-2.788-.481c-.491-.014-.881-.437-.866-.947s.448-.918.939-.874c1.069.043 2.152.233 3.236.568.491.131.751.641.607 1.122zm6.399.116c-.91.043-1.849.204-2.788.495a.893.893 0 0 1-1.127-.598.925.925 0 0 1 .607-1.151 12.711 12.711 0 0 1 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krachtige manier is voor bedrijven om hun klanten…</p><div class="Tagstyle__TagContainer-sc-1uuac66-3 ceUOVi"></div></div></div><div style="margin-bottom:16px" class="StyledCol-sc-inuw62-0 jjCVBw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div href="#" data-tags="" class="Cardstyle__CardRoot-sc-1g3sojj-1 kMMbdA"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" 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3.236-.568c.549-.043.925.365.939.874s-.376.933-.867.947z"></path></svg>Artikel</span></a><br/>  2 min read</h2><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI"><a href="/blog/play-button/" data-interaction-type="link-inline-primary" style="text-decoration:none" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">De ticketwachtrij navigeren met de Play-knop of de begeleide modus</a></h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Het optimaliseren van de ticketworkflow is cruciaal voor elke klantenservicemanager en wordt des te belangrijker naarmate…</p><div class="Tagstyle__TagContainer-sc-1uuac66-3 ceUOVi"></div></div></div><div style="margin-bottom:16px" class="StyledCol-sc-inuw62-0 jjCVBw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div href="#" data-tags="" class="Cardstyle__CardRoot-sc-1g3sojj-1 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experience analytics","key":"linkListItem-202156001"}],"breadcrumbs":[{"link":"/blog/tags/service/","title":"Service","id":1771},{"link":"/blog/tags/customer-support-software/","title":"Klantenservicesoftware","id":2711},{"title":"Customer experience analytics","link":""}],"path":"/blog/measuring-customer-experience/","title":"Meet je klantervaring met Zendesk Explore","publishedAt":"2020-10-21 12:00:00","updatedAt":"2021-07-29 00:15:11","updatedAtFormatted":"29 juli 2021","content":"\u003csection class=\"container\"\u003e\n\u003cdiv class=\"grid\"\u003e\n\u003cdiv class=\"row\"\u003e\n\u003cdiv class=\"col col-default\"\u003e\n\u003cp\u003eKennis is macht, vooral wanneer het op klantenservice aankomt. Volgens het \u003ca href=\"/customer-experience-trends/\"\u003erapport over trends op het gebied van klantervaring 2020\u003c/a\u003e hebben bedrijven die hun gegevens slim inzetten 36% snellere oplossingen, 79% kortere wachttijden voor klanten en lossen ze 4 keer zo vaak de aanvragen van klanten op.\u003c/p\u003e\n\u003cp\u003eMaar om daar de vruchten van te plukken, heb je een krachtige business intelligence-tool nodig. Met \u003ca href=\"/explore/features/#features\"\u003eZendesk Explore\u003c/a\u003e kun je de belangrijkste trends identificeren, manieren vinden om de interacties tussen je team en je klanten te verbeteren, en de klanttevredenheid over je merk meten. Bedrijven die Explore gebruiken, verwerken 3,4 keer zoveel tickets als bedrijven die deze tool niet gebruiken, en hun klanten wachten half zo lang op reactie van een agent.\u003c/p\u003e\n\u003cp\u003eWaarom maakt het zo\u0026#8217;n groot verschil? Doordat je elk aspect van de klantervaring kunt verkennen en meten. En dankzij aangepaste rapporten en dashboards waarmee je je \u003ca href=\"/explore/features/customer-experience-management-software/\"\u003eCX kunt beheren en optimaliseren\u003c/a\u003e zijn deze analyses toegankelijker dan ooit.\u003c/p\u003e\n\u003ch2\u003eInzicht in elke klantinteractie met omnichannel analytics\u003c/h2\u003e\n\u003cp\u003eInteracties met klantenservice vinden tegenwoordig overal plaats, van een callcenter tot een reactie op een social media-bericht. Explore volgt en verzamelt gegevens bij elk communicatiekanaal, zodat je inzicht krijgt in de volledige klantervaring.\u003c/p\u003e\n\u003cp\u003eMet Explore is het ook gemakkelijker om de favoriete contactmethoden van je klanten te achterhalen, zodat je je populairste kanalen kunt prioriteren en optimaliseren. Door bijvoorbeeld het ticketvolume per kanaal en dag van de week bij te houden, weet je welke kanalen het meest worden gebruikt en wanneer ze het meest actief zijn.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Omnichannel analyse in Zendesk Explore\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/blog/omnichannel-analytics-explore.png\"\u003e\u003c/p\u003e\n\u003cp\u003eOok het bijhouden van \u003ca href=\"https://support.zendesk.com/hc/en-us/articles/203660816-Customizing-your-customer-satisfaction-survey\"\u003eklanttevredenheidsscores (CSAT)\u003c/a\u003e en wachttijden geeft je een goede indicatie van hoe effectief elk kanaal is. Investeer in de kanalen met de hoogste tevredenheidspercentages en de snelste oplostijden en promoot deze bij je gebruikers.\u003c/p\u003e\n\u003cp\u003eHet lifestylemerk \u003ca target=\"_blank\" rel=\"noopener noreferrer\" href=\"https://www.spartan.com/\"\u003eSpartan Race\u003c/a\u003e gebruikt Explore om zijn door AI aangedreven \u003ca href=\"/answer-bot/\"\u003eAnswer Bots\u003c/a\u003e voortdurend te optimaliseren. De bots geven klanten suggesties voor artikelen op basis van vragen die ze in chatgesprekken stellen.\u003c/p\u003e\n\u003cp\u003e“Ze volgen het oplossingspercentage van voorgestelde artikelen om te zien of ze nieuwe klantentickets ook echt voorkómen”, legt \u003ca target=\"_blank\" rel=\"noopener noreferrer\" href=\"https://www.linkedin.com/in/andrewgforbes/\"\u003eAndrew Forbes\u003c/a\u003e, groepsmanager Product Marketing bij Zendesk, uit. \u0026#8221; “Daarna gaan ze door al hun artikelen heen om te zien hoe klanten daarop stemmen.”\u003c/p\u003e\n\u003cp\u003eWanneer een artikel een lage tevredenheidsscore heeft, dan past het bedrijf deze aan of creëert het team nieuwe content die beter antwoord geven op de vragen van klanten.\u003c/p\u003e\n\u003cp\u003eEn dat is slechts één aspect van één kanaal. Explore integreert met elk onderdeel van de Zendesk-suite om gebruikers te helpen het meeste uit hun software te halen.\u003c/p\u003e\n\u003cp\u003e“Onze klanten gebruiken Explore om gegevens te analyseren van alle Zendesk-producten die ze gebruiken”, aldus Andrew. “Explore wordt geïntegreerd in \u003ca href=\"/support/\"\u003eZendesk Support\u003c/a\u003e, \u003ca href=\"/chat/\"\u003eChat\u003c/a\u003e, \u003ca href=\"/talk/\"\u003eTalk\u003c/a\u003e en \u003ca href=\"/guide/\"\u003eGuide\u003c/a\u003e en stelt bedrijven in staat zich te verdiepen in alle interacties met de klantenservice die via deze producten plaatsvinden.”\u003c/p\u003e\n\u003ch2\u003eVolg je klantervaring met kant-en-klare dashboards op maat\u003c/h2\u003e\n\u003cp\u003eHet ontwerp en de complexiteit van je dashboard moeten een weerspiegeling zijn van de de behoeften en omvang van je organisatie. Startups hebben doorgaans eenvoudigere dashboards dan ondernemingen, net zoals een Honda Pilot een kleiner dashboard heeft dan een Boeing 747.\u003c/p\u003e\n\u003cp\u003e“Met Explore krijgen klanten dashboards die ze meteen kunnen gebruiken”, vertelt Andrew. “Deze zijn geweldig voor teams die voor het eerst klantenservice aan willen bieden.”\u003c/p\u003e\n\u003cp\u003eVoor startups en mkb\u0026#8217;ers worden deze kant-en-klare dashboards geleverd met honderden handige \u003ca href=\"/blog/best-customer-support-metrics/\"\u003etabellen met statistieken\u003c/a\u003e. Explore biedt direct inzicht in de belangrijkste trends op het gebied van klantervaring die je zou moeten volgen.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Zendesk Explore dashboard\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/blog/dashboard-explore.png\"\u003e\u003c/p\u003e\n\u003cp\u003eOok grotere, meer gevestigde bedrijven maken vaak gebruik van deze dashboards. \u003ca target=\"_blank\" rel=\"noopener noreferrer\" href=\"https://www.etsy.com/\"\u003eEtsy\u003c/a\u003e, een marktplaats voor handgemaakte producten, maakt bijvoorbeeld veel gebruik van de ingebouwde statistieken van Explore om hun CX-operaties te verbeteren.\u003c/p\u003e\n\u003cp\u003e“Etsy\u0026#8217;s belangrijkste use case is het meten van teamprestaties en inzicht krijgen in hoe hun agents het doen”, zegt Andrew. “Dus ze gaan diep in op dingen zoals tijd tot eerste reactie, tevredenheidsscores van verschillende agents en teams en hoe snel agents verschillende soorten problemen kunnen oplossen.”\u003c/p\u003e\n\u003cp\u003eMet die informatie binnen handbereik is het bedrijf “nu in staat om de probleemgebieden aan het licht te brengen aan de hand van onze tickets, snel routeringsregels op te stellen en trainingsmogelijkheden voor ons team te identificeren”, vertelt \u003ca target=\"_blank\" rel=\"noopener noreferrer\" href=\"https://www.linkedin.com/in/wreckingadm/\"\u003eColin Wilkinson\u003c/a\u003e, senior manager agent enablement bij Etsy\u0026#8217;s Member Services.\u003c/p\u003e\n\u003cp\u003eExplore stelt gebruikers ook in staat om hun dashboards meteen aan te passen naar wens. Dit is ideaal voor organisaties die oplossingen op maat nodig hebben.\u003c/p\u003e\n\u003cp\u003e“Een retailer bijvoorbeeld, verzamelt waarschijnlijk informatie over loyaliteitsprogramma\u0026#8217;s, zodat ze hun klanten kunnen indelen op hoge waarde, gemiddelde waarde en lage waarde”, aldus Andrew.\u003c/p\u003e\n\u003cp\u003eIn dat geval kan informatie op topniveau, zoals CSAT-scores, worden onderverdeeld in meer gerichte statistieken, zoals klanttypes of demografische gegevens.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"CSAT-scores in Zendesk Explore\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/blog/csat-scores-explore.png\"\u003e\u003c/p\u003e\n\u003cp\u003eVeel bedrijven – waaronder Zendesk – zullen ook nieuwe dashboards creëren voor grote evenementen, zoals updates of productlanceringen.\u003c/p\u003e\n\u003cp\u003e“Wanneer we een nieuw product lanceren, heeft ons supportteam een dashboard dat bijhoudt hoeveel tickets we erover krijgen en hoe we daarmee omgaan”, zegt Andrew. “We willen zorgen dat we de verzoeken van de klanten bijhouden en dat knelpunten bij de klantenservice de verkoop niet in de weg staan.”\u003c/p\u003e\n\u003cp\u003eMet de mogelijkheid om in een oogwenk nieuwe dashboards te maken, kunnen gebruikers snel nieuwe informatie ordenen op momenten dat er iets onverwachts gebeurt – zoals bijvoorbeeld een wereldwijde pandemie.\u003c/p\u003e\n\u003cp\u003eEén van onze klanten is een nationaal arbeidsbureau dat Explore heeft gebruikt om een dashboard te maken speciaal voor reacties op COVID-19. Het houdt al maanden de honderdduizenden telefoontjes bij die ze krijgen over werkloosheidsaanvragen in verband met het coronavirus.\u003c/p\u003e\n\u003cp\u003e“Dit is een heel specifiek voorbeeld, waarbij het dashboard alles volgt wat te maken heeft met werkloosheidsmeldingen als gevolg van COVID-19”, zegt Andrew. “Zo volgen ze of gesprekken worden afgemaakt of niet. Hangen mensen te vroeg op omdat ze niet snel genoeg iemand te spreken krijgen?”\u003c/p\u003e\n\u003cp\u003eDe afdeling meet ook op welke dagen ze het hoogste aantal oproepen binnenkrijgen, zodat ze kunnen anticiperen op personeelsbezetting. Explore helpt hen om bij te houden hoe het aantal verzoeken in de loop van de tijd afneemt en toeneemt.\u003c/p\u003e\n\u003cp\u003eDit is een zeer ongebruikelijke use case, maar de les is duidelijk: met gegevens kun je onverwachte problemen aanpakken.\u003c/p\u003e\n\u003ch2\u003eMeet je klantervaring met robuuste grafieken en rapportage-functies\u003c/h2\u003e\n\u003cp\u003eHet is niet genoeg om alles te meten. Je moet deze gegevens kunnen bekijken in een intuïtief, gemakkelijk te begrijpen overzicht.\u003c/p\u003e\n\u003cp\u003eExplore biedt meer dan 20 soorten diagrammen, samen met een functie die de juiste diagram aanbeveelt om jouw specifieke gegevens op de best mogelijk manier in beeld te brengen.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Rapportgrafieken in Zendesk Explore\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/blog/reporting-chart-types-explore.png\"\u003e\u003c/p\u003e\n\u003cp\u003eStel dat je wilt zien hoe bepaalde resultaten zich in de loop van de tijd ontwikkelen. Explore stelt dan grafieken voor met een voortgang van links naar rechts, zoals een lijn-, kolom-, gebieds- of sparkline-diagram. Of stel dat je twee of meer categorieën wilt vergelijken. Voor dit soort vergelijkingen raadt Explore automatisch een staaf- of puntdiagram, TreeMap, bubblepack of Piktochart aan.\u003c/p\u003e\n\u003cp\u003eWaarom we zoveel keuze bieden? Omdat je met de juiste \u003ca href=\"/blog/customer-data-visualization/\"\u003evisualisatie van gegevens\u003c/a\u003e trends en patronen gemakkelijker kunt herkennen. Je krijgt bijvoorbeeld een veel duidelijker beeld van je klantenbestand met grafieken die laten zien hoe ze demografisch zijn onderverdeeld, of waarom ze waarschijnlijk contact opnemen met je bedrijf.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Grafiek met klantgesprekken\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/blog/customer-conversations-chart-explore.png\"\u003e\u003c/p\u003e\n\u003cp\u003eAlle grafieken die je maakt, kunnen snel worden toegevoegd aan een dashboard of worden gedeeld met andere collega\u0026#8217;s. Met Explore kun je automatisch wekelijkse rapporten laten genereren waarmee je iedereen op de hoogte kunt houden van belangrijke metrics.\u003c/p\u003e\n\u003cp\u003e“Ik denk dat mensen Explore vooral gebruiken om een heleboel grafieken te maken, deze toe te voegen aan hun dashboards en deze toe te wijzen aan mensen in hun team”, legt Andrew uit.\u003c/p\u003e\n\u003cp\u003eNatuurlijk biedt Explore meer rapportagefuncties dan alleen grafieken. En ze kunnen meer bijhouden dan alleen klantanalyses.\u003c/p\u003e\n\u003cp\u003eExplore kan je ook meer inzicht geven in het slagingspercentage van je eigen klantenserviceteam. Dankzij rapportages over je teams en agents weet of je servicemedewerkers aan bepaalde benchmarks voor support voldoen en hoeveel tickets ze over het algemeen afhandelen.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Rapportages over teams en agents\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/blog/team-agent-reporting-explore.png\"\u003e\u003c/p\u003e\n\u003cp\u003e\u003ca target=\"_blank\" rel=\"noopener noreferrer\" href=\"https://www.linkedin.com/in/s%C3%A9bastien-faure-1675246/?originalSubdomain=fr\"\u003eSébastien Faure\u003c/a\u003e, hoofd Klantenservice en Support voor audiotechbedrijf \u003ca target=\"_blank\" rel=\"noopener noreferrer\" href=\"https://www.devialet.com/en-us/phantom-speaker/\"\u003eDevialet\u003c/a\u003e, gebruikt de rapportagefuncties en aanpasbare grafieken van Explore elke dag om zijn supportteam te blijven verbeteren.\u003c/p\u003e\n\u003cp\u003eHet bedrijf krijgt rond de kerstperiode maar liefst \u003ca target=\"_blank\" rel=\"noopener noreferrer\" href=\"https://www.zendesk.co.uk/customer/devialet/\"\u003e8.000 supporttickets per maand.\u003c/a\u003e Ze gebruiken Zendesk Support om hun klantenservice te stroomlijnen na een overweldigend aantal binnenkomende tickets, en zetten Explore in om de prestaties van hun teams over de hele wereld voortdurend te monitoren.\u003c/p\u003e\n\u003cp\u003e“Je kunt gemakkelijk tabellen maken met sjablonen, maar ze ook aanpassen naar wens”, aldus Faure. “Je gegevens zijn gemakkelijk te manipuleren en we kunnen razendsnel kenmerken maken. Daardoor kan ik precies de rapporten maken die ik nodig heb en het hele proces is een soepele ervaring.”\u003c/p\u003e\n\u003ch2\u003eVerzamel honderden inzichten in een paar minuten\u003c/h2\u003e\n\u003cp\u003eBedrijven hebben tools nodig met geavanceerde mogelijkheden, die eenvoudig in gebruik zijn. Tools die elke gebruiker toegang geven tot bakken aan metrics, dashboards en gegevensvisualisaties die al je gegevens duidelijk in kaart brengen.\u003c/p\u003e\n\u003cp\u003e“Alle kant-en-klare analyses die we in Explore hebben gestopt, zijn gebaseerd op jaren aan best practices”, zegt Andrew. “Doordat we onze klanten de optie te geven zo diep in hun gegevens te duiken en rapporten op maat te maken, kunnen ze alles doen om hun bedrijf te optimaliseren.”\u003c/p\u003e\n\u003cp\u003eWat zou jou bedrijf kunnen helpen om te optimaliseren? Betere communicatiekanalen? Efficiëntere klantenserviceteams? Meer inzicht in je klantenbestand? Ontdek het zelf met een gratis proefperiode van \u003ca href=\"https://www.zendesk.de/service/analytics/\" rel=\"noopener\" target=“_blank”\u003eZendesk Explore\u003c/a\u003e .\u003c/p\u003e\n\u003cp align=\"center\"\u003e\u003ca class=\"button button-medium button-primary-default\" href=\"https://www.zendesk.nl/service/analytics/\" rel=\"noopener\" target=“_blank”\"\u003eOntdek Explore zelf\u003c/a\u003e\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/section\u003e\n","headerVariant":"blog","hasProgressBar":true,"promo":{"heading":"De uitdagingen van een moderne klantbeleving","link":{"href":"https://www.zendesk.nl/blog/meeting-advanced-challenges-modern-cx/","size":"small","children":"Nu downloaden"},"image":{"src":"https://d26a57ydsghvgx.cloudfront.net/content/Photography%20%28updated%20dimensions%202020%29/IndustriesSoftware-274_Final_x2.jpg"}},"hasStickySidebar":true,"layout":"spoke","gatedLinkAndModal":{"href":"https://www.zendesk.nl/blog/meeting-advanced-challenges-modern-cx/","text":"Nu downloaden","appendSuccessHtml":"","authoredTrackingParams":{"hiddenCampaignId":"","SFDCCampaigncode":"","lead_source_detail":"Website-Content Download","lead_source":"Website-Content Download","productInterest":"","marketingQualifiedLead":"","ownerId":"","event_key":"","event_id":""}},"hero":{"title":"Meet je klantervaring met Zendesk Explore","author":{"name":"Patrick Grieve ","title":"","handle":"","photo":"","shortBio":"","longBio":""},"shareLinks":{"twitter":"https://zdsk.co/3B9IgJw","facebook":"https://zdsk.co/3B8MSiL","linkedin":"https://zdsk.co/3z1TaPy"},"updatedAtFormatted":"29 juli 2021","layout":"spoke","gatedTheme":"Select 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