Insights

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect: Survey : asking users directly. Response rate low (1-3%) and polarized (super happy or frustrated) Not representative of all...

Customers want to understand the user experience (NPS, CSAT) based on different issue types. Today, we can apply tags to filter in analytics but it'll be an extremely cumbersome process to get a holistic view of this data.

At the moment, our Analytics paradigm is that you report based on context at event time (or events happening within the Analytics segment). After that segment is closed you cannot update that data anymore. For instance, you cannot add a tag and re...

Hide survey links sent in Whatsapp conversations to prevent teammates from filling out the CSAT survey for themselves.

Ability to view how many people have opened a given outbound email in analytics (based on receipt) and associated metrics such as open rate.

Direct integration with the WFM tool Assembled

Ideally, this should be preventing reopening altogether, not just re-closing convos.

Gives the ability of tracking rule impact and optimize your workflows.

Other time-based metrics consider business hours (response time, reaction time, resolution time), but tag duration does not. When tag duration is used to measure business processes, it is helpful to ignore periods where people are not working ...