Get a complete view of your key business metrics in one place. Analyse trends, review productivity, and identify areas of improvement. Provide service leaders with visibility into KPIs like CSAT, average time to close, total escalated cases, and more. Track routing efficiency and agent performance across channels. Empower agents with a snapshot of their caseload and KPIs to prioritise workload more effectively.
Save time and improve customer satisfaction with calculated, actionable insights right when you need them. Help your agents be more proactive with AI-powered predictions like propensity to escalate or time to resolve. Insights like these allow you to view and take action on operational performance metrics, boost agent productivity, and drive customer loyalty.
Unify and harmonise all of your internal and external customer data with Data Cloud. Unified profiles allow you to better engage with customers based on their individual needs and preferences. Deliver intelligent service when you unlock deeper insights and take action in real time with AI and automation, grounded in trusted customer data.
Save time and avoid manual transcript review with insights into the top drivers of support volume. Use machine learning to analyse transcripts and extract common topics and contact reasons, then find opportunities for greater efficiency by understanding support performance per contact reason.
Enable service leaders to visualise common contact reasons by support volume and critical KPIs. Segment support conversations using contact reasons and other key data points to find insights and trends.
Build smarter bots that solve for your customers' top needs. Prioritise the highest impact opportunities for automation based on duration and volume per contact reason. Train intelligent intent models and create new dialogs directly from your conversation data.
Quickly assess the impact of global or in-day optimisation on travel time and resource utilisation using real-time data. When refining your scheduling policy, get an instant view of optimisation results and KPI changes.
Respond to urgent work, emergencies, and more by controlling and reserving service resource capacity based on dynamic priorities. Ensure tasks are evenly spread over time to meet SLAs and revenue goals by enabling smarter resource allocation. You can set precise limitations for various work streams, making it easy to manage and optimise your workforce based on factors like location, work type, and timeframe.
Drive customer loyalty by capturing contextual feedback with personalised surveys. Quickly design and deploy branded surveys directly in Salesforce using preformatted question types and advanced branching logic to get to the heart of customer sentiment. Automatically deliver a survey after a service interaction across any channel — from email, chat, SMS, WhatsApp, and more.
Unlock meaningful insights by tracking CSAT and net promoter score across the different stages of the customer lifecycle. Trigger automated surveys at key moments when feedback is most valuable. Unify your feedback data with Salesforce data to derive actionable insights that can help you improve the customer experience.
Track relationships over time and analyse survey data in the context of your business. Benchmark success by following survey trends and response rates. Analyse metrics by channel or demographics to find actionable insights. Agents can even view their past survey results to track the progress.