Intelligent Service Analytics

See what’s happening across every service interaction and take action where it matters most. Bring together customer feedback, sentiment, and performance data into one clear view. Spot trends in CSAT and NPS, monitor rep and AI agent performance, and stay ahead of customer needs. With insights built into the flow of work, your team can deliver proactive, personalized support that customers love. Built on the Salesforce Platform and powered by Agentforce, it’s how you turn every customer signal into a better experience.

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Agentforce for Service helping customers solve problems.

Say hello to Agentforce for Service.

Reduce costs with an autonomous agent assisting your customers across channels anytime using conversational language tailored to your brand’s voice.

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What can you do with your new customer service analytics software?

Track service performance, catch problems early, and make every customer experience better with intelligent service analytics powered by real-time business and customer data.

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Boost loyalty with customer signal data.

Customer Signals Intelligence

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Deliver customer experiences that drive loyalty with actionable feedback and sentiment insights. By capturing customer signals from every service interaction, your team can spot trends, fix problems fast, and personalize support before issues impact your service experience. It’s smarter service, powered by the data you already have.

Customer Signals Intelligence dashboard showing CSAT summary, topics, and sentiment trends.

Improve service productivity and CSAT by helping teams take the right actions, faster. Use Agentforce to fill in knowledge gaps impacting customer satisfaction by summarizing issues impacting sentiment, generating knowledge articles, and delivering actionable guidance to service leaders and representatives.

Agentforce showing a summary of key service insights.

Personalize every service experience with customer signal insights and data across the customer journey. By combining sentiment trends, engagement history, and survey feedback from every channel, your team can spot issues early, understand customer health, and take action to boost CSAT at every interaction.

Sentiment insights directly in the Service Console.

Improve customer experiences with unified feedback data.

Feedback Management

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Improve CSAT, NPS, and every customer experience with survey feedback across every service channel, including email, chat, SMS, WhatApp, and more. Use AI to build and send surveys fast and tailor them to each customer, then adapt questions in real-time based on your customer responses.

A survey asking a customer to rate their experience between one and ten

Maximize customer lifetime value across the entire customer journey by tracking CSAT and NPS at every lifecycle stage. Automate surveys to capture feedback at critical moments and proactively improve customer onboarding, adoption, renewals management, and more.

A window displaying survey questions at different stages through a customer journey

Make faster decisions that improve service productivity and customer satisfaction with powerful, prebuilt Feedback Management analytics dashboards. Clearly identify customer needs by analyzing customer feedback across service channels, locations, industries, and other areas important to your business. Measure survey performance to improve response rates and solution ROI.