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.
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.
Make sure each agent is contributing to the team with volume and support time analytics.
Break down response and resolution times by agent and across teams to fix process or knowledge gaps.
Review feedback and ratings by agent to ensure consistent team quality.
Sort all issues by tags to uncover where agents excel and where they fall short.
Identify at-risk customers based on ticket frequency, ratings, feedback, and more.
With ratings and feedback built into each interaction, you get a holistic picture of your customer happiness.
Promote your customers’ favorite channels to increase engagement and satisfaction.
With ticket heatmaps, you can see your busiest times by day of week and hour of day and predict future staffing needs.
Track, analyze and improve chatbot interactions to increase self-service and automated responses.
Track tickets by type, category, and technology to uncover trends that can be addressed.
Sort data by each communication channel to find the ones you should promote.
Relay provides an easy way to anonymously measure your support performance against your peers to uncover areas for improvements.