Customer Support Tickets Analytics Bewertungen
von CX MOMENTS
Bewertet am 20.9.2018
Exactly what we have been looking for!
We have been capturing tons of support ticket data for years but never had a succinct way to drill, visualize and extract until now.
The default modelling is very powerful, I just pointed to our CRM and once the model processed the data we had great insight. Now that we have some more specific models built we can finally leverage this archive of data as well as track trends, monitor performance of new software and hardware releases. It even associates the CSAT scores of each agent to very granular subsets of data.
It would be hard to imagine going back to the old, tedious and inaccurate ways we used to extract data in the past.
Excellent work by the team at CX Moments!
Easy to set up - the default data model was much more powerful than expected.
Easy to build specific models and datasets
Correlation of CSAT scores tied to very granular segments within our products
Will also be used by our developers and our product teams to track effectiveness of feature releases etc.
This section was difficult to populate.
You have to contact them to create a user, but they are very responsive and helpful.
It's a bit light on the knowledge base content, but again they are very responsive and helpful.
Bewertet am 9.7.2018
Very easy to understand, and helpful to my business
Kommentare: Customer feedback
Vorteile: Its easy to navigate through the system, and find the information you are looking for. It so far has been the best product for my team to get information about our users effectively.
Nachteile: Takes a little time for the product to analyze your data - but well worth it. So far I wouldn't really change anything.
Bewertet am 10.7.2018
Great product allows us to quickly an efficiently what customers are saying about our products.
Kommentare: Quick ad efficient data analysis.
Vorteile: CxMoments takes vast amounts of data and turns it into actionable information without the need to pull up each case individually.
Nachteile: Lack of tutorials stings at first but once you get used to navigating the options it will become second nature.
Bewertet am 9.7.2018
Helps a lot with performance management
Vorteile: Centralized view of entire FreshDesk plus the ability to report on issues raised plus the graphics that be used in reporting
Nachteile: Some features would be helpful like selecting a status to be able to report on tickets generated per status. Current open tickets as an eample