Measure Team Performance with Customer Service Analytics
Empower your business to make better decisions and deliver concrete results with Onsite Support. From custom SLAs to deep analytics, Onsite enables you to measure team performance precisely. Drive higher customer satisfaction—and prove it when you succeed.
Track Agent Performance
Set SLAs and Monitor Targets.
Onsite allows you to establish Service Level Agreements (SLAs) effortlessly. Define response and resolution times, ensuring your team meets marketplace requirements and customer expectations.
Analyze Agent Response Times
Gain insights into your team’s performance with detailed analytics on agent response times, recurring issues and other key metrics. Our platform provides a comprehensive overview, enabling you to identify areas for improvement and optimize your support workflow.
Analyze Ticket Volumes
Effectively manage your support workload by measuring and analyzing ticket volumes. Onsite equips you to spot ticket trends, identify peak times, and allocate resources strategically.
Create Custom Reports Tailored to Your Needs
Custom SLA and Ticket Reports
Craft custom reports tailored to your unique requirements, including SLA and ticket reports. Our platform allows you to generate insightful data visualizations, enabling you to make informed decisions and continuously refine your support strategy.
Integrated Order Data
Onsite’s free and seamless ChannelReply integration enhances your ability to customize reports. Pull ecommerce orders directly into your Onsite ticket reports and gain actionable insights. Analyze tickets by marketplace, item ordered, location and more to swiftly surface hidden issues.
Gain Customer Insights with Satisfaction Surveys
Automated Surveys
Learn what your customers really think with the Satisfaction Survey app, included with your Onsite account. Auto-send surveys with each resolved request, allowing customers to easily provide feedback.
Customization Options
Tailor the survey experience to your brand and customer needs. Choose from yes/no, 5-point, or 10-point satisfaction rating systems. Customize the survey page with default selections based on customer responses. Add custom reasons for dissatisfaction, and provide a comment field for additional insights.
Unlock the Power of Advanced Customer Service Analytics
Onsite goes beyond traditional support platforms. Our holistic approach not only empowers you to measure team performance, it gives you the tools to take that performance to the next level. Elevate customer satisfaction levels and streamline your operation with Onsite Support today.
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