Monitoring customer support messages
Track the number of incoming and outgoing emails & Facebook Messenger texts, review the ratio of responded messages within a custom timeframe, and compare them to previous periods.
Customer support response times
Measure the first and average reply time for all the included messages. This function helps to increase customer satisfaction by reducing reply lag and delivering on SLAs.
Performance tracking (SLA)
Define your expectations for the customer care team, and then track their performance regardless of whether they are working on site or remotely. Compare the progress of customer care team members and scale top performer’s best practices.
Sentiment analysis
Keep an eye on the satisfaction of your clients, and follow the success rate of the customer care team’s email communication by using sentiment analysis, thereby increasing customer loyalty.
Reports and analytics
Save time and energy with automated reports so that you and your team can spend business hours more efficiently. Faster response times have proven to reduce churn.
User-friendly operation
Our solution runs in the background, and using it won’t demand additional time from colleagues. Run it on any device and connect it to any browser; it won’t require any additional training.