Monitor and Boost Customer Service Performance with Embedded Analytics
Better customer service performance is the result of a high level of focus to achieve it. The goal of a customer service manager is to attract and keep more customers through positive interactions with company representatives. Satisfying all customers and improving the customer service team’s performance can be challenging. Quick responses and resolving of tickets can also be challenging as your customer base grows rapidly.
Using embedded analytics gives your customer service managers insight into customer issues. Embedding a dashboard with your data in their daily app lets them regularly track metrics that reveal patterns in customer complaints. They can make better decisions in handling tickets from customers, training their agents, and cooperating with other departments to fix underlying issues. In this blog post, I will discuss the benefits of embedded analytics to customer service performance:
- What is embedded analytics?
- Benefits of embedding a customer service performance dashboard
- Bold BI’s customer service performance dashboard example
- How to embed analytical tools in customer service apps
What is embedded analytics?
Embedded analytics is the integration of analytical solutions and data visualization capabilities into a software application’s user interface to improve data comprehension and usability. Bold BI helps you easily embed an analytics solution into your everyday work applications using a JavaScript SDK and server application.
Benefits of embedding a customer service performance dashboard
Embedding analytics into your daily customer service application gives you the insight you need to better your customer service performance. In this section, I will take you through the key benefits of using embedded analytics in your app:
- Enhance revenue and profit
- Improve customer satisfaction
- Promote clear communication
Enhance revenue and profit
Improved customer service enhances the revenue of businesses. Ensuring that your customer service interactions are well managed ensures the good reputation of your company. Tracking your customer service metrics gives you a clear visualization of the rate of customer issues and the effectiveness of your customer service processes. Happy customers equal returning customers and more customer recommendations, which means more revenue. You can see how your customer service affects reputation and revenue with KPIs such as customer retention rate, net retention rate, growth rate, and support costs vs. revenue. These also help customer service management plan an adequate financial budget, hiring, and training to support customer service operations.
Improve customer satisfaction
Using embedded analytics helps customer service team leads track customer service metrics such as customer satisfaction score, customer effort score, net promoter score, and customer churn rate. It gives insight into how well their customer service policies are serving customers and the company’s bottom line. How satisfied are your customers? Which members of your team receive the highest and lowest ratings for customer service provided? What are the team’s pain points? All these questions can be answered by examining metrics. You can reward agents doing well and provide training or incentives to those struggling, thus motivating your team and improving their performance. Better customer service skills and confidence mean more satisfied customers.
Promote clear communication
Tracking metrics and KPIs for customer service operations lets managers know the status of tickets, their service knowledge, the number of interactions per case, and what kinds of issues are most common. Managers can see when there are a high number of questions about a particular topic and understand that the company website is lacking information. They can ask the marketing team to add answers to a FAQ page to lower the support team’s workload. They can monitor the frequency of interactions with customers to ensure their agents are keeping customers in the loop about their issues. They can also see when multiple customers have the same issue and notify product managers to look for underlying issues. Good communication with customers and other departments will keep your customer service running smoothly.
Bold BI’s customer service performance dashboard example
Embedding a dashboard like the Customer Service Performance Dashboard example provides detailed information on support tickets created and resolved in a company.
The following metrics and KPIs are visualized in the dashboard:
- Total Hours
- Avg. Resolution Time
- Tickets by Issue Type
- Resolved and Unresolved Tickets by Month
- Avg. Resolution Time by Issue Type
- Support Status
- Resolved Tickets by Category
Total Hours
This card widget shows the total hours spent by the customer service team on ticket resolution.
Avg. Resolution Time
This card widget shows the average time taken by the customer service team to resolve tickets.
Tickets by Issue Type
This stacked bar graph shows the distribution of tickets by issue type and the number of tickets that are resolved, unresolved, and open in each category.
Resolved and Unresolved Tickets by Month
This line chart shows the number of tickets resolved and unresolved by month. It helps team leads to monitor how the tickets are being attended to and check the reason for unresolved tickets.
Avg. Resolution Time by Issue Type
This bar chart shows the average time it takes to resolve tickets sorted by the type of issue.
Support Status
This doughnut chart shows the proportion of tickets in open, resolved, and unresolved statuses.
Resolved Tickets by Category
This bar chart shows the total number of support tickets that were resolved by category.
To learn more about the metrics and KPIs used in this dashboard example, refer to the Customer Service Performance Dashboard demo.
How to embed analytical tools in customer service apps
Let’s see how analytics can be embedded into customer service web applications. Bold BI helps you embed dashboards in more than 18 web app platforms, including React with ASP.NET Core, React with Go, WinForms, Node.js, Vue with Go, Vue with ASP.NET Core, and more. In the remainder of this blog, I am going to explain how to embed dashboards into your Angular applications. Consider a scenario where your department has a website like the one shown in the following image.
Prerequisites
Download and install the Bold BI server in your local machine and create a dashboard. You can find the installation and deployment steps here.
Step 1: Create an Angular application.
To successfully embed a dashboard in your application, you first need to create an Angular application. Create a new Angular project in Visual Studio Code and add the necessary TS files to the project as shown in the following image.
For more guidance, refer to the sample code in the Bold BI documentation.
In this demonstration, the Angular application acts as a client, and an ASP.NET Core application acts as a server. You need to add several properties in the app.component.ts file, as shown in the following table and screenshot.
RootUrl : Bold BI dashboard server URL. For example: http://localhost:5000/bi.SiteIdentifier : For Bold BI, it should be something like “site/site1.” For Bold BI Cloud Analytics Server, it should be an empty string.Environment : Your Bold BI application environment. If using Bold BI Cloud Analytics Server, you should use “cloud.” If using Bold BI, you should use “enterprise.”User Email : The Bold BI server will use an email address to authorize the authorization server.
Step 2: Create a Bold BI instance.
After the Angular web application is created, you need to create a Bold BI instance to communicate between the server side (any web application) and the client side (Angular application), which allows us to embed a Bold BI dashboard in the Angular application.
Step 3: Create an authorization server to authenticate the Bold BI server.
Every application that embeds a Bold BI dashboard or widget must be authorized with the Bold BI server. This authentication step requires sending confidential information to the Bold BI server, such as users’ email addresses, group data, and embed signatures. So, in your server application, implement this authentication flow and provide the URL for connecting to your server in the Bold BI instance.
Step 4: Run the Angular application to view the embedded dashboard.
In the Angular application, update the authorization URL and dashboard URL that were defined in the ASP.NET Core application. Finally, you can see that the dashboard created in the Bold BI server is embedded in your web application.
By following the previous steps, you can successfully embed your dashboard into your Angular application.
To learn more about embedding dashboards into your Angular applications, refer to this blog. You can also download the sample code used in the previous steps from our documentation.
Conclusion
Bold BI helps you integrate dashboards in your applications written in ASP.NET Core, ASP.NET MVC, Angular, ASP.NET, and Ruby on Rails. It will save you time and prevent you from doing redundant work. Click this link to explore its features. To learn more about embedding dashboards into your applications, refer to this blog and our help documentation.
I hope you now have a better understanding of Bold BI and how it can help customer service departments improve their performance successfully. You can create any kind of dashboard you like with Bold BI’s 35+ widgets and 130+ data sources.
Get started with Bold BI by signing up for a free 15-day trial and creating interactive business intelligence dashboards. You can contact us by submitting questions through the Bold BI website or, if you already have an account, you can log in to submit your support questions.
Originally published at https://www.boldbi.com on September 21, 2022.
