From Data to Smarter Decisions

Turn data into actionable insights with TalkTroves’ comprehensive
analytics system that helps optimize your customer support operations.

Support Analytics within TalkTroves allows businesses to continuously improve their support quality by leveraging real-time data. Whether you’re tracking customer satisfaction, response times, or agent performance, the platform equips you with the tools to make informed decisions, boost efficiency, and deliver exceptional service to your customers.

Key Features:

  • Real-Time Dashboards:

Monitor all customer support metrics in real time. View ongoing chat volume, agent activity, and response times on an intuitive dashboard. Stay informed about what’s happening across your team so you can intervene when necessary.

  • Customer Satisfaction Tracking:

Gain valuable feedback with CSAT (Customer Satisfaction) surveys automatically sent after each interaction. Track how your agents are performing from the customer’s perspective and identify areas for improvement.

  • Ticket Resolution Analytics:

 Measure resolution rates, average response time, and time to first response. This helps you understand how efficiently tickets are being handled and whether there are any slowdowns or bottlenecks.

  • Trend Analysis & Insights:

Analyze trends over time to predict issues before they escalate. By recognizing recurring problems or spikes in ticket volume, you can take proactive steps to address root causes and optimize your processes.

  • Agent Performance Reports:

Get detailed reports on agent performance, including metrics like case volume, resolution rate, and customer feedback. Use this data to provide personalized coaching, optimize workloads, and drive performance improvements.

  • Exportable Reports & Historical Data:

Download reports for external analysis or to present to stakeholders. Historical tracking allows you to assess long-term trends and identify recurring support challenges.

Conclusion:

TalkTroves’ customizable widget gives you the power to enhance user engagement and maintain a professional, on-brand experience across all your digital platforms.