The level of quality your customer support provides directly impacts business success. Last year, improving customer experience was the fastest-growing priority area for customer service leaders. No surprise really, especially when just one bad experience can drive away more than half of your customers. It’s therefore vital you enable your support team to operate as efficiently and effectively as possible.
To do this, you need to identify trends, opportunities, and gaps in your customer support operations. This is no small task when your focus is also on managing the day-to-day demands of keeping customers happy. Fortunately, this is where analytics comes in. Below, we've focused on five reasons why analytics can drive your support success.
What Analytics Dashboards Does Aircall Have?
If you love analytics, then boy are you in the right place! At Aircall, we know that the right data leads to the right insights which can lead to the right decisions. This is why we’ve embedded analytics into every price level our platform offers.
This level of tool can often be a detractor to those businesses, particularly the small to medium-sized ones, who might worry their budgets are about to be exhausted. But fortunately, today is a prime time for SMBs to have easy access to usable, game-changing tools that don’t cost the world.
Before we dive into what analytics can do for your support setup, below is a brief explainer of how analytics is available across all Aircall plans—including Essentials, Professional, and the four new additions to our Analytics+ dashboards. So, whatever your budget, we’ve got you covered.
For a more detailed breakdown of what each analytics level gives you, head here. But rest assured that, while the detail varies across each of these plans, each one will deliver the goods.
5 Things Made Possible by Game-Changing Analytics
1. Catch customer support trends early on
Monitoring customer call topics allows you to identify and respond to any issues appropriately and quickly. For example, do you have a sudden spike in support calls relating to the specifics of one of your products? Or is a competitor feature drawing the attention of your customers?
One great way to catch these trends is by using Aircall’s call tagging feature, followed by Aircall Analytics to monitor how they develop over time—especially once you’ve put things in place to address them.
Further, this holiday season, we’re giving the customer support community what they’ve always wanted—the Inbound+ dashboard. A new addition to Analytics+, you’ll find key inbound metrics (e.g. number of inbound calls, percentage of answered vs. unanswered calls, average wait time) to give you an even greater overview of your performance all in one place.
2. Adapt staffing levels to customer demand
Monitoring how customer demand changes over time can have an impact on your staffing levels, as well as your need to train and upskill your team. This means you avoid having your support reps waiting for the phone to ring, saving you money and them their precious time. Over time, you can use these insights to draw up a staffing calendar that anticipates customer behavior.
The evolution of your total inbound calls chart can help monitor fluctuations over time. For instance, are your customers waiting longer to get through to an agent than you’d like? Are your unanswered calls struggling to go down? All the answers lie in Aircall Analytics. While, with Analytics+, these go up another notch. With access to Inbound+ and Unanswered Calls+ heatmaps, you can easily identify how well you’re coping during the busiest customer calling times of the week. Meaning it’s simpler than ever to make data-informed decisions about staffing and training and never leave a phone ringing.
3. Strengthen your team with accuracy
Across all of Aircall’s Analytics dashboards, you’ll be able to track how your company performs in relation to multiple different KPIs, such as SLA, your missed call percentage, your talk time, and more. These KPIs can also be measured against specific teams, numbers, users, and more besides.
This enables support leaders to pinpoint areas of improvement for their team as a whole, as well as specific individuals, enabling them to focus their time and resources only on getting those metrics back to where they need to be.
4. Optimize your tools to minimize repeat calls
It’s important that support leaders keep repeat calls to a minimum, not only to enhance customer satisfaction but to ensure overall call volume remains as low as possible. For instance, using Aircall’s Overview dashboard, you are able to refer to unanswered call reasons to understand what proportion of your calls are dropping out at the IVR stage. If the numbers don’t look good, this could mean you need a shorter welcome message, or clearer and more relevant menu options.
Similarly, unanswered call reasons, e.g. “average waiting duration” or “all agents were unavailable”, can indicate that call routing is not optimized and that some finetuning might be needed. For those using Analytics+, the insights are set to get even more detailed with the newly added Inbound+ and Unanswered Calls+ Dashboards. These can help ensure that every one of your customers gets the support experience they need. Crucially, as you address this—whether by adjusting your IVR setup, implementing playbooks, allocating more reps, or something else—you can keep an eye on the data over time and see which strategy has the intended impact.
5. Effectively manage performance remotely
In a hybrid working world, analytics make it easy to monitor how teams are performing, without insisting they come into the office. This way you get the best out of them by enabling flexible working, without losing oversight in the process.
Supervisors don’t need to be physically present to see a clear picture of how their teams are doing, allowing them to provide clear and actionable feedback quickly and with real-world examples too.
This makes it easier for businesses to expand their support operations quickly, across countries if necessary, without needing to leave their home office.
Good Analytics Are a Win For Everyone
Analytics really are changing the face of how businesses operate in today’s fast-paced customer support environment. This is by making it possible for support teams to deliver world-class customer experiences that might have otherwise been out of reach.
Not only that, but teams can work to more accurate data, work from where they want, and perform at their best. By giving your teams the right analytics tools, the next metrics you’ll see ticking up will be your employee satisfaction ones.
Interested in how Aircall’s Analytics can supercharge your support team’s performance? Get in touch and schedule a demo today.
Published on December 4, 2023.