Service Wave Analytics helps your service experts better understand customers and what makes them happy.

 

Discover insights for every channel and customer conversation. Automatically populate dashboards with Service Cloud data, and gain visibility into your business with omni-channel, chat, activity, and backlog analysis. Then, embed customer service dashboards anywhere in your CRM to increase visibility within the company and promote collaboration.

Reach faster resolutions and create happier customers when you explore and act on trends in every channel. With Service Wave Analytics, agents and managers can create tasks, escalate cases, or even open opportunities from within the Salesforce apps you already use, on any device.

Deliver personalized service with predictive CSAT based 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.

Easily drill into customer profiles and case history with Wave Analytics. Optimize agent productivity and case queues to deliver better customer experience. Create cases, update case history, and collaborate with your team directly from the Service Cloud console you already use. Since it's not structured like legacy business intelligence solutions, you can quickly diagnose service issues and find the best answers quickly.

 
 
 
Field service managers and dispatchers get the full view of their work orders in one app. Track KPIs, resolve cases, and deliver proactive customer service with every on-site experience.

Test drive Wave Analytics and explore real datasets.