A simple overview that enables proactive service

With Indicate me, you get a simple and easy-to-understand overview of why customers contact you through different channels and queues. By receiving this insight, you can quickly act and start working proactively to minimize unnecessary contacts.

Here, you can also follow trends over time, incidents over a day, or which interactions you can refer to self-service as a first step.

The ability to see the reasons why customers contact your customer service makes it easier to understand what customers experience as difficult, regardless of which channel customers choose to contact customer service.

Cross-analysis for deeper insights

All data in Indicate me can easily be linked to a customer interaction, organizational level, and competence area. This makes it possible to compare and cross-analyze all key figures in the dashboard, which contributes with insights in many different areas. For example:

• • Competence per case category – Does the team or a specific person need training?
  • Interaction time per case category – Can a process be streamlined to reduce call time? Which process should be prioritized?
  • Approach per case category – Does the quality vary per case category or agent?
  • Customer satisfaction and resolution rate – Are there correlations between resolution rate and customer satisfaction index?
  • Wrap-up time – Which cases drive wrap-up time? What can be streamlined or automated?

We also link the analysis to streamed interactions, so that you can easily understand the customer’s perspective. It is often very powerful to have the customer’s voice with you when you bring insights forward in the organization.