SentiSum Update

How we democratise customer service insights reporting via your inbox

How we democratise customer service insights reporting via your inbox
Kirsty Pinner
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How we democratise customer service insights reporting via your inbox

Are we dashboard-phobic?

In a way, yes.

There are far too many software dashboards out there when there are plenty of other ways to deliver information.

This, in part, is the answer to the question we so often get from our customers: "This email is fantastic...what made you decide to report customer insights like this?"

Customer service reporting innovation by SentiSum
A quick look at a typical daily email our customers get

The rest of the answer is that our research showed that customer service leaders are extremely busy and have a tonne of competing priorities.

Whether that's training their team, preventing burnout, coordinating growth plans or identifying areas to improve satisfaction, reduce churn, and optimise for cost efficiency. There's a lot on that plate.

But, at the same time, there is no other department as in touch with the customer. (Related read: Support tickets are your most valuable insight channel)

A customer service director needs to be:

  • On top of the main drivers of customer contact (what's causing them? How can we do root cause analysis to prevent them?)
  • Able to meet the demands of others across their company who want insights. Change these days needs data to back it up.

Our daily digest exists to make it extremely easy for customer service leaders, and other leaders across the organisation, to have those insights.

The highlights. Fresh. In seconds. Every day.

While this method won't replace dashboards completely, we think unnecessary dashboard time (searching, compiling, syncing) should be minimised.

With a daily email, you'll know the main problems and can then choose to dig deeper in a more complex dashboard.

"That's why we built an email digest. Where the most crucial information reaches your inbox at the beginning of every day and week. So you know what have people been talking about most, and what have been the biggest changes in ticket tags."
Related read: Support ticket insights: Why support tickets are your most valuable insight channel.

Getting customer service reporting metrics delivered to your inbox

We talk a lot about the future of customer service.

In this future, where we predict AI-powered support ticket insights will underpin growth and customer-centric improvement, it will be vital to break down data silos with simplified reporting like this.

Related read: How to buy AI for CX analytics

A tailored daily email digest of the most relevant points to the individual, team and company tackles this problem. Keeping everyone on their toes and in touch with dynamic customer feedback.

Here are four reasons we created a daily email digest to support an AI in customer service future:

Keep in touch with the current issues and conversations in just a few seconds

We hope for your sake that you aren't facing a support-ticket-volume-boosting emergency every day. (If you are, here's how to reduce ticket volume in a crisis)

But, getting a daily update and knowing things are largely the same as yesterday is reassuring.

On the other hand, when a new issue has arisen for customers, knowing about it in just a few seconds helps you quickly touch base and then get on with the rest of your day. Only if something needs further investigation will you need to visit our dashboard and dig deeper.

Give clear focus to daily and weekly catch ups

A daily reporting of customer metrics ensures everyone is informed prior to catch up meetings.

When the product team and your team meet to discuss improvements, the right information is already in front of you. No more crowdsourcing information or crawling through conversations.

Not only is the most crucial information already in your inbox, formatted and ready to go, but the head of product will already have received the emails, too. Is a meeting even necessary anymore?

When the right people know customer pain points in advance, you'll create room for an efficient discussion where you can reduce tickets, tackle churn and improve satisfaction more easily.

Broaden access to insights—Subscribe the teams who need to be kept up-to-date

Reducing contact volume needs involvement from most areas of the business.

Support is not usually the team that can fix an issue like 'wrong item delivered' or 'Paypal payments are failing.'

All teams need to understand the performance of specific ticket types. But getting different teams to adopt another dashboard and engage with the information can be difficult. It usually means relying on regular meetings and training with different teams to keep them doing what you want.

Getting relevant updates, directly in their inbox, increases engagement and decreases the amount of time you need to invest to deliver or explain information to other teams.

Get automatic alerts to anomalous ticket drivers

Our anomaly detection will alert you to rising issues that need your attention.

Strange spikes in certain topics or a trending new topic could signal an urgent issue, for example, a broken button preventing customers from checking out.

Wouldn't it be nice to receive an email immediately when something needs urgent attention?

Imagine being able to forward an email to the head of IT that says 'you just received 200 tickets, an increase of 1000%, about a broken button in the checkout process'. It would get resolved immediately.

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