Support Analytics
Support analytics covers the set-up and usage of dedicated analytics system and reporting which able to provide insights on your support operations. There are a variety of tools that can be used to gather such insisghts and we incorporate at a minimum the following:
- Net Promoter Score (NPS) surveys
- Satisfaction surveys
- Ticketing system analytics
Having these systems in place represents a major step in understanding customer satisfaction levels and identifying areas for operational improvement. Studies show that increasing customer retention rates by 5% can increase profits by 25% to 95%, highlighting the importance of having such services in place.
Support analytics’ core lies in its ability to determine support representatives’ performance, customers’ overall happiness, and potential system issues that are not immediately apparent.
By pinpointing the root causes of customer churn and dissatisfaction, support analytics empower businesses to make informed decisions that enhance retention and improve service quality.
Our Approach to Implementing Support Analytics
We conduct an in-depth analysis to determine customer satisfaction and support system effectiveness. This involves collecting and examining data from NPS surveys, satisfaction surveys, and ticketing systems. When such systems are not in place, we provide recommendations for integrating them within your SaaS product.
Once data is available, we interpret it to identify patterns, trends, and areas of concern that require attention. Following this analysis, we provide our clients with a detailed report outlining the necessary analytics to establish or refine.
This can range from recommendations on new metrics to track to the actual setup and integration of analytics tools within their existing support frameworks.
Deliverables for Support Analytics Services
Our deliverables empower SaaS companies with data-driven insights to optimize customer support operations. Besides targeted optimization actions, we aims to equip your SaaS company with the tools and knowledge necessary to elevate your customer support operations, leading to enhanced service quality and customer satisfaction.
This report provides an in-depth analysis of the current state of your customer support operations. It identifies existing gaps in data collection and areas lacking in analytics.
This detailed plan outlines the specific types of support analytics that need to be set up or enhanced within your systems. It includes recommendations for software and processes to capture the necessary data effectively.
We create and integrate custom dashboards within your existing support and CRM systems. These dashboards provide real-time insights into support team performance, customer satisfaction levels, and other key metrics.
We assist with integrating data sources from various platforms (e.g., support tickets, NPS scores, customer feedback) into a cohesive analytics framework. This ensures that data is accurately captured and reflected in analytics.
We provide comprehensive training sessions for your team on using the new analytics tools and dashboards. This includes detailed documentation on processes, metrics, and interpretation of analytics.
We provide ongoing support and consultancy to help you interpret the analytics, make data-driven decisions, and continuously improve your support operations based on emerging insights.
We provide periodic reports offering actionable recommendations for improving customer support based on trends and patterns identified through analytics.