Operational Reporting
eContact’s customer experience analytics measures the success of campaigns and gains insight into:
- Process clarity and the customer journey
- Communications variables affecting the customer experience
- Metrics to improve campaign performance
Analytical Reporting
Utilize eContact’s satisfaction surveys to perform customer feedback analysis and measure service, including:
- Representative/technician performance
- Verbatim customer feedback
- Contact history interactions and outcomes
Consumer Search
Explore the customer journey and examine all touchpoints with your company, including:
- Email, SMS, and IVR conversations
- Customer team interactions
- Engagement with products/services
Understanding customer experience analytics can help reduce the churn rate and understand which touchpoints are most important to customer engagement.
eContact’s customer experience platform provides an integrated solution to design and deploy personalized customer communications and analyze customer data. Designed to meet the unique needs of every member of the team, the eContact platform will help you improve customer satisfaction while gaining operational efficiency.
Key Customer Feedback Analysis Features:
- SMS metrics including delivered, bounced rates and click tracking for embedded
- IVR metrics including human vs voice mail and transfer rates
- Email metrics including delivered, bounced, open and click rates
- Detailed communication activity data and ability to view email sent, SMS conversation or listen to IVR recording for outbound
- Campaign type based response reports, such as cancel or confirm rates for appointment reminders, and completion rates for survey
- Detailed journey report across campaigns searchable by contact ID, customer ID, or account number with capability to view content delivered
- Advanced survey analytical capability
- Save and reuse report query criteria
- Schedule reports
