Discover customer service analytics software that boosts productivity and customer satisfaction.

Keep customers happy by delivering more personalised customer services. Uncover issues in any channel and use artificial intelligence to prioritise routing and recommend next best actions.

Create 1-to-1 customer experiences with:

• Native integration with Service Cloud
• Prebuilt dashboards and KPIs
• A full view of performance for managers

Get a deeper understanding of your customers from any device with Service Analytics.


Service Analytics, now supported by Einstein Discovery.

Get answers to key business questions — including what happened, why it happened, what could happen, and what to do about it — by letting Einstein Discovery analyse millions of data combinations in a matter of minutes. Einstein uncovers underlying reasons behind data patterns and predicts what's trending next.

Get seamless integration.

Help your agents make more informed decisions by populating your Lightning Service Console dashboards with Service Cloud data. Get up and running right away for quicker ROI, with the same speed, scale, and security you already count on from Salesforce.

Centralise your KPIs.

Deliver personalised service with predictive CSAT based on existing Salesforce data and trends. Every employee can stay ahead of business concerns by identifying product issues, customer issues, and churn risks with predictive insights. And reps resolve issues faster with predictive case fields and recommendations for the next best actions.

Instantly take action.

Resolve cases faster for happier customers with Service Analytics. Let agents and managers open and close cases from the point of insight, create tasks, update records, and collaborate on any device — all without shifting between disconnected analytics tools.

Frequently asked questions (FAQ)

Customer service analytics is the process of collecting and analysing all the information that is generated by your customer service team. Service analytics can help you better understand your customers’ needs and lead to improved customer experiences while increasing customer loyalty and retention.
Customer service analytics can help your agents make more informed decisions, resolve cases faster and in turn provide better customer outcomes through increased levels of customer satisfaction. Service can help businesses identify product issues, customer issues, and churn risks with predictive insights driven by AI.
First and foremost you will need to understand your objectives and the problems you are trying to solve. Launching a customer analytics initiative can be confusing which is why we have product specialists who can help guide you through the journey. Contact Salesforce to learn more about our customer service solutions.

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