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This is where great customer service begins. Track the health of your service organization and identify key issues that need follow-up.
Look into your open case workload to prioritize efforts and take action. Investigate cases based on priority, escalations, SLA compliance, or pending deals.
Understand how your team is performing against key activities and customer satisfaction metrics. Track trends and benchmarks on agent performance to gain context and drive coaching decisions.
Understand how channels perform against customer satisfaction. Increase customer satisfaction by driving agent and customer activity to optimal channels.
Keep service managers and agents informed with a full breakdown of any customer's service history and backlog. Drive smarter customer conversations with key metrics and historical context.
Understand the drivers of your CSAT score. Spot top customers, agents, and products to target change. Quickly identify outliers for faster remediation.
Understand how knowledge articles impact CSAT and case duration. See your article coverage across different products and case reasons. Demonstrate the impact of your investment in Salesforce Knowledge.
Dive into trends in call volume to determine staffing needs. Understand the effect of telephone contact during case resolution.Finish