Customer Service Analytics Best Practices

Delight Your Customers And Manage Your Performance With Insightful Analytics

Every customer service executive knows that analytics can help you deliver a delightful customer experience and manage the performance of your team

 

80% of companies believe they provide a superior customer service… but only 8% of their customers believe they actually do. Consumers have never been as empowered and informed as they are today. Delighting them requires understanding their needs and interactions across all your channels and exceeding their expectations. iCharts Customer Service users can utilize our insightful visual analytics to create actionable metrics that provide transparency into your customer satisfaction and support costs.

Improve Customer Satisfaction and Retention

by improving planning and budgeting

Increase Conversion Rates

by offering a superior customer experience

Reduce Customer Churn

by identifying and prioritizing your service levels

Increase Your Team’s Productivity

by benchmarking against your top agents

Leading customer service teams leverage analytics and reports that are:

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Visual

The ability of the human brain to process visual information is 60,000 times higher than processing numbers alone. Leaders spend time understanding how to improve their performance, not interpreting data.

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Integrated into their processes

Their ability to drive decisions from their analytics increases exponentially when these are embedded into their existing finance processes and systems, as opposed to having them available in a standalone Business Intelligence tool.

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Provide a Single Source of Truth

Everyone in their teams has access to the same information. Analysis focus on the issues to work on, not reconciling the data sources.

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Interactive Visualizations

Their analytics allow their organizations to interact with the data and personalize what they are looking for to quickly identify the most relevant issues (e.g., filter by agents, drill-down to cases).

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Real-Time

They are able to review and react to real-time changes in their business, not based on pre-aggregated data that can never be up-to-minute.

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Available to Everyone

They empower everyone in their organizations to view and manage their portfolio, not just management.

iCharts’ real-time visual analytics capabilities, coupled with our native integration with leading CRM / ERP systems, such as NetSuite and Salesforce, means that you no longer need to rely on outdated extracts or your over-burdened IT team to create the visual reports you need to run your business in real-time. You can even use our API to blend data from other systems to get a complete view on your customer service experience.

Melody Wagner

“CivicPlus is in the business of helping governments serve their communities better. iCharts allowed us to understand and serve our clients better, which in turn helps them serve their citizens better.”

 

Melody Wagner – CivicPlus, NetSuite Administrator

iCharts empowers leading Customer Service organizations to:

 

  • Deliver a delightful customer experience through unprecedented visibility
  • Improve your multichannel service experience by identifying hot spots in the handoffs
  • Decrease your costs by improving agent productivity

Want to learn more?

Learn how leading customer service teams use analytics to deliver a delightful customer experience.

A few resources from iCharts University  icon-education-cap

Webinar : NetSuite Reporting Best Practices

Webinar : NetSuite Reporting Best Practices

Join us for an interactive 45-minute webinar to learn how to improve your business performance. Multiple dates and times available.

Interactive Demo : iCharts for NetSuite

Interactive Demo : iCharts for NetSuite

Try self-guided demo to create and share interactive reports directly in NetSuite.

Recorded Demo : iCharts for NetSuite

Recorded Demo : iCharts for NetSuite

Watch 15-minute recorded demo to experience the leading NetSuite visual reporting application.

Learn more about the iCharts Suite of Solutions

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