Insights-led customer service analytics

Unleash the power of AI on your customer service data and uncover insights to improve your daily contact center operations.

Over 12 million tickets analyzed so far – and counting!

Everything you need to
lead & scale your support operations

Our AI-driven insights engine identifies trends, patterns, anomalies, and possible issues in your daily customer service operations and sends notifications to keep you in the loop.

Easy KPI overview

All your strategic KPIs are one click away. See how your core metrics develop over time and how they correlate with each other.

The overview combines the KPIs of your choice to give you a well-rounded first glance at the health of your contact center.

Customer Service Analytics - Easy KPI Overview

Perspectives

Dig deeper and get the whole, accurate picture by looking at your strategic KPIs through multiple perspectives and take corrective action when things don’t go according to plan. Examine KPIs from the following perspectives:

  • Team
  • Agent
  • Contact reason
  • Channel
Customer Service Analytics - Perspectives

Cost Analysis

Reduce customer service costs without compromising support quality:

  • Spot cost deviations and the reasons that cause them
  • Learn what is your cost per contact
  • Breakdown cost per contact by channel, team, contact reason, etc.
  • Identify which communication channels to prioritize
Cost analysis - Cost per Contact - Teams - Customer service analytics

Agent 360°

Keep tabs on your most valuable asset – your agents.

  • Track individual agent performance over time
  • Identify top and bottom performers
  • Pin down training & coaching needs
  • Be aware of your agent attrition risk index
Agent performance - Customer service analytics

Open feedback

Perform text, topic, and sentiment analysis automatically
and turn your unstructured open feedback into insights:

  • Tap into qualitative feedback data, visualize it, and enhance your understanding of metrics and KPIs
  • Link open feedback to the agent
  • Discover how your customers feel about your products and service
Open feedback - Customer Service Analytics
Easy KPI overview - Customer Service Insights

The overview combines the KPIs of your choice to give you a well-rounded first glance at the health of your contact center.

All your strategic KPIs are one click away. See how your core metrics develop over time and how they correlate with each other.

Perspectives - Customer Service Insights

Dig deeper and get the whole, accurate picture by looking at your strategic KPIs through multiple dimensions and take corrective action when things don’t go according to plan:

  • Team performance
  • Support quality
  • Service cost
Cost analysis - Cost per Contact - Teams

Reduce customer service costs without compromising support quality:

  • Spot cost deviations and the reasons that cause them
  • Learn what is your cost per contact
  • Breakdown cost per contact by channel, team, contact reason, etc.
  • Identify which communication channels to prioritize
Agent performance - Customer Service Insights

Keep tabs on your most valuable asset – your agents.

  • Track individual agent performance over time
  • Identify top and bottom performers
  • Pin down training & coaching needs
  • Be aware of your agent attrition risk index
Open feedback - Customer Service Insights

Perform text, topic, and sentiment analysis automatically
and turn your unstructured open feedback into insights:

  • Tap into qualitative feedback data, visualize it, and enhance your understanding of metrics and KPIs
  • Link open feedback to the agent
  • Discover how your customers feel about your products and service

Surveypal Insights
is designed together with

As a Customer Service Director you might ask yourself:

  • How can I achieve monthly performance targets?
  • How can I successfully scale my customer service?
  • How can I prove success to my board?

With insights, Customer Service directors can

  • Stay on top of your service delivery expectations
  • See the monetary value of your decisions
  • Showcase the ROI of customer service to your board

As a Customer Service Team Leader you might ask yourself:

  • How can I retain talent?
  • How can I coach & train agents effectively?
  • How can I setup efficient 1:1 meetings?

With insights, Customer Service leaders can

  • Retain agents by consulting your Attrition Risk Index
  • Identify training needs based on customer feedback
  • Free up to 80% of preparation time for your 1-1s

“Surveypal has allowed us to elevate our customer experiences by analyzing and taking support to the next level.”

Capterra logo
Zendesk integration - Customer Service Analytics

Hassle-free Zendesk integration

Worried about a colossal IT project? Don’t be.

Connecting to your technology is fast and easy. Surveypal seamlessly integrates with Zendesk to give you a deeper understanding of your day-to-day operations.

Safe and secure

Your data belongs to you – we’re here to help you make the most of it.

Privacy
compliant
(GDPR, CCPA, etc.)

Surveypal is
100%
cloud-based

Trusted by +600
companies
around the world

ISO 27001
certification
in progress

Read our latest blogs

Out-of-this-world tips and expert insights on how to improve your customer service experience.

Click here for all blogs

Customer Service Analytics Blog

How insightful are
your CS metrics?

Join the CS forerunners by starting your journey toward AI-powered, insights-led customer support!

Jussi Toivonen - Head of Global Sales and Channel - Surveypal