Insights

One source of truth for customer support insights

Whether you sell on one channel or across tens of marketplaces and webstores—eDesk brings everything together for you to compare and analyse customer support and sales performance with one-click ease.  Spot problems day-to-day and see trends that can empower you to make better decisions across various business functions—from pre-sales and customer support to review generation and inventory management.

Turn support data into growth decisions

With real-time data on SLA compliance, agent productivity, and customer satisfaction, you can make informed decisions about resource allocation, team coverage, and process improvements. Plus, the AI Assist and Pre-sales dashboards enable you to prove ROI to leadership and prove your team's impact on revenue and brand loyalty.

So, what exactly can eDesk Insights measure?

SLA & response time

Quickly see how satisfied customers are with your team’s customer service by viewing ratings averages and breakdown, together with agent ratings.

Customer satisfaction

Quickly see how satisfied customers are with your team’s customer service by viewing ratings averages and breakdown, together with agent ratings.

Sales & orders

Track sales order values from each channel, pinpoint products that are generating the highest number of queries and evaluate their impact on support costs.

Agent performance

See how tickets and chats are spread across your team, together with average handling times, one and dones, notes and busiest time periods.

Ticket volumes

Ticket metrics help you understand volumes, busy periods, resolution averages as well as the channels, tags and query types associated with them.

Voice support

Get access to an overview of voice support performance and see a full history of your support calls, along with the associated ticket and handing time.