Customer Service Analytics & Reporting
Provide unparalleled support and gain valuable insight into customer behavior with actionable analytics and business intelligence.
Our Analytics Dashboard enables you to track overall performance of your customer service organization.
Gain insights on consumer sentiment by reviewing survey scores. Use available filters like app, language, queues, etc. to segment your data to gain deeper insights.
Ability to set up an automated tagging strategy will give you access to statistics as granular as you would like them. Anything that you can tag, you will be able to report on it including but not limited to; VIPs, issue types, specific bugs, etc.
Gain insights on customer issues and interests by monitoring trends on FAQ usage. A spike in certain articles could be a sign of a recent issue or problem.
Knowledge Analytics Tell All
Track your customers’ searches, evaluate FAQ efficacy and develop content that is in line with what your users are looking for with our deflection rate monitoring and reporting. Microsoft Power BI enables you to track successful and failed deflections by FAQ section, language, and device.
Dive into Data Analytics
Get ahead of customer pain points by reviewing issue trends, response times, and ticket volume spikes. You can also observe CSAT and other metrics to address concerns and improve your support organization’s overall performance.