More Than Analytics and Reporting. Actionable Insights.
Don’t just look at your data to measure and understand your customer experience, use it to improve your business.
Powerful Data to Drive Improvements
Data is only valuable if you do something with it. Relay Insights makes it easy to take action with comprehensive pre-built dashboards for your agents, customers, and operations.
Team Performance
Ensure your team is efficient and successful with easy performance reporting.
Customer Experience
Keep your finger on the pulse of your customers to always be one step ahead.
Track Team Performance
Ensure Consistent Utilization
Make sure each agent is contributing to the team with volume and support time analytics.
Uncover Process and Knowledge Gaps
Break down response and resolution times by agent and across teams to fix process or knowledge gaps.
Track and Improve Quality
Review feedback and ratings by agent to ensure consistent team quality.
Identify Strengths and Weaknesses
Sort all issues by tags to uncover where agents excel and where they fall short.
Better Understand Your Customers
Preempt Customer Churn
Identify at-risk customers based on ticket frequency, ratings, feedback, and more.
Receive True Voice of Customer
With ratings and feedback built into each interaction, you get a holistic picture of your customer happiness.
Understand Customers’ Channel Preference
Promote your customers’ favorite channels to increase engagement and satisfaction.
Drive Operational Improvements
Staff More Efficiently
With ticket heatmaps, you can see your busiest times by day of week and hour of day and predict future staffing needs.
Drive More Automation
Track, analyze and improve chatbot interactions to increase self-service and automated responses.
Identify Bottlenecks For Improvements
Track tickets by type, category, and technology to uncover trends that can be addressed.
Focus on Channel Efficiency
Sort data by each communication channel to find the ones you should promote.
Industry Benchmarks
Relay provides an easy way to anonymously measure your support performance against your peers to uncover areas for improvements.
Customer Satisfaction
Channel Mix
Average Resolution Time
Send Your Data Anywhere
CSV Export
Export anything to your trusted friend, Excel.
APIs
Send any data to any system for anything you need.
Keep Exploring Relay
An Insightful Platform for Customer Support
Let us show you how you actionable insights can transform your support operations
