Leading the services & support is a hardship that not everyone can manage. Customers are after your employees and employees are after you, which brings in a lot of pressure that needs to be handled the best way possible. Worry no more with datapine, culling out and cleaning real-time, accurate customer support analytics like the number of resolved tickets, the average resolution time or the 1st contact resolution rate. All of these are essential for you to have the big picture of your clients’ needs and anticipate them in the future.
For call centers, metrics are numerous and varied. From the total number of calls per hour, day or month to the statistics of abandon rate and the cost of each call, the KPIs that need to be evaluated are also often from disparate sources. datapine’s business intelligence software allows you to track each of them in real-time, combining them all in one single source of truth, in order to monitor them with intelligent alerts and enhance your performance.
Let’s be honest, working for the customer service is tough. Customers rarely call to tell you how happy they are and how good you are at your job. Still, you are here to help them with a smile. To do so, metrics like the waiting time per call, the average handle time of a call or the types of complains are essential for you to improve your service. datapine is here to help you manage the requests the best way possible and turn your customers into happily satisfied clients, supporting you with compelling visuals, that save time and energy.
At some point in the customer journey, product support teams can be solicited, and they usually are a key component in the delivery of an exceptional customer experience. Analyse the average number of opened tickets, resolved ones and the time to get there with datapine’s innovative BI Software, providing you with beautiful and efficient insights. Your customers will thank you for your competence, and their loyalty will increase hand in hand with a positive brand image for your company.