Zendesk can now predict who’s likely to stop using your service before you do

Courtesy of ZendeskZendesk cofounders (left to right) Alexander Aghassipour, Morten Primdahl and Mikkel Svane Prediction is the name of the game in business software these days. The latest to get in on the action is Zendesk, the $1.8 billion cloud software maker focused on customer support. On Tuesday, Zendesk launched “Satisfaction Prediction,” a new feature that helps companies predict and identify the customers most likely to leave their service. It uses machine learning to sort through things like words used or time waited in every customer inquiry (commonly called “tickets”), and serves as an “early warning system” that finds the ones that had the most negative experience and are at-risk of stop using your service. “Companies used to have a manual process with a dedicated team who looked through those tickets,” Adrian McDermott, Zendesk’s SVP of…


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