Always know what your customers are saying on Zendesk within minutes

Support conversations are the easiest way for you to access your customers’ needs and wants.

Customers reach support because a feature is not working as they expected or they are asking for a new feature to solve their problems. Either way to make smart business decisions you need to listen to your customers.

Great CEOs know this but they fight to keep up to date with support conversations. Too much data and little time to go through it.

But meeting your customers' needs means customers can rely on you to make their lives a bit better. And that leads to a successful business.

In this article, we will show you how you can create a system with updatemate.ai that allows you to receive weekly reports on what your customers are saying - without the mental overload.

Not knowing your customers’ needs leads to failure

85% of products fail mainly because companies do not listen to their customers first.

When a customer writes to your support team, they are giving you a clear sense of what is working for them and what is not. Based on this information, you understand what your teams need to do more of and what you, the CEO, need to fix as soon as possible.

It is the most accurate way to ensure a product or update will resonate with your customers.

Through customer updates, you can tackle what their needs and wants are. And these are changing fast. To seize the right opportunities, you need to stay on top.

Never forget ever again

You do not have to wait for a launch to see if your new product or update actually meets your customers’ needs. This was the old way of doing business.

By tuning into your customers’ feedback, you get valuable insights for your strategic decisions. And this does not have to mean more stress on your side. 

It is the opposite. By working with proactive systems (Updatemate.ai), you will feel less mental overload and have more time to decide on solutions. You will get reports with customer feedback insights every time you need them.

You are only a few minutes away from great customer insights

If you already have your updatemate.ai workspace or you sign up for a new one it is as easy as:

Connect to Zendesk

Connecting to Zendesk only takes a few clicks. Create a new data Source, select Zendesk as the app, click “chats”, then insert your Zendesk’s subdomain and click “Connect to Zendesk”. 

Set you (and perhaps others?) as recipients

Create a new Destination, select email and just type the emails you want to send your insights to. This group can be re-used across several agents.

Create your personal AI Agent

Now it is time to put it all together into your real AI agent. 

Add a new agent and give it a name, description and icon you like - e.g. “C-level customer feedback bot”.

Select your agents' properties like work schedule (do you want this report on Friday afternoon, Monday morning or at the start of the month?). Then, set the destination to the email group you just created.

Finally, you can pick your AI model - a model is like a brain. Some models are cheap but not the brightest, others are smart but more expensive (still a fraction of the cost compared to humans doing the same work).

Pick what data sources your agent should work on. Select the Zendesk conversations you just made. If you have other customer support or review data sources you can add those as well.

Now your agent is configured and you only need to tell it what you need it to do (the prompt). Use plain English. For C-level insights, we really like this prompt:

I'm the CEO of this company and want to do the best I can for our customers. Tell it to me straight - what do we do that our customers love and what do they think I should change right away?

Take these customer conversations and divide them into two groups: what customers like we do (and thus should continue doing) and what they don’t like (and I should change immediately).

Now divide each group into topics. Sort topics by the most frequent first and list them like this:

- For each topic give it a headline and a short description.

- Then give 2-5 examples of customer quotes highlighting the topic. If the quote is not in English provide an English translation after the quote.

Click the play button and your agent will load your data and do its analysis. When it is done it will redirect you to its full report.

Delegating to AI is like delegating to humans - you need to be clear and concise. Don’t be afraid to tweak and adjust your prompt so you get exactly the results you want.

Conclusion

That is it. 

You are literally only minutes away from the fully automated insights you, as CEO, have always dreamed of.

You can get started now - If you need any help, we are always here for you.