Understanding Digital Care insights Report
Updated
This report lets you Track customer care call drivers and other significant metrics.
To fully comprehend the capabilities of this report, let's explore the range of actions available:
Navigating to Digital Care insights Report:
1. Access the Insights module via the left-side navigation bar on your Sprinklr Self-Serve homepage.
2. Within the Insights module, select "Brand Insights."
3. Choose the " Digital Care insights " tab.
Report Dashboard Actions:
Searching Brands: Begin by entering your brand in the search tab to initiate a comparison.
The report automatically loads competitors, but you can expand this list by navigating to the "Competitors" tab and adding more brands.Filters: Refine the report by applying filters to select specific sources and languages for listening.
Sharing: Disseminate the report to internal users within the platform by clicking "Share."
In the "Save and Share with Users" window, assign a name for the report and select users to share it with. Once completed, click "Share."Schedule Exports:
Effortlessly automate report sharing by scheduling exports on a daily, weekly, or monthly basis. The process is streamlined:
Click on "Schedule Exports" on topmost side of the dashboard.
In Schedule report window, select Export frequency be it daily, weekly or monthly
Select Day and Select the Export time
Select Users and Add External Emails to whom you want to send this report to.
Select the Format : PDF or Excel or Both
Once done, click on Schedule
The Report will be sent to user's over email on the frequency selected
Generate Dynamic Presentation Slides: Transform the report into dynamic presentation slides for real-time information sharing with external stakeholders.
Download Reports: Ensure offline access and easy sharing by downloading the report in PDF or Excel formats.
Time Range Filtering: Tailor reports to your preferences with time range filters, ranging from the last 24 hours to custom date ranges up to the year 2020.
Save Reports: Access frequently used data with ease by saving filtered reports.
Star a report on the left side of the report name, name it within the "Favorite Report" window, and click "Favorite."
The filtered report becomes conveniently accessible in the Reports Module.
Understanding Digital Care insights : Enhancing Customer Service Excellence
This report offers valuable insights to track customer care call drivers and significant metrics. Let's delve into its three illuminating sections:
Note: Clicking on any metric widget opens a third pane, offering deeper drill-down capabilities. Feel free to explore these metrics by clicking anywhere within the widget to access more intricate insights.
Customer Service KPIs
Track lead indicators of your customer care efforts and monitor efficiency. Key widgets in this category include:
Total Brand Volume: The total number of messages received by your brand.
Digital Care Volume Detected by AI: The number of customer care messages received by your brand, detected by AI.
Trend: Overall Volume and Digital Care Volume: Compare the total number of messages and AI-detected customer care messages received by your brand over time.
First Response Time: Your brand's response time Service Level Agreement (SLA) for customer care messages, calculated using replies on owned pages.
Response Rate: The percentage of customer care messages replied to by your brand on owned pages.
Top Call Drivers: Analyze the primary reasons customers seek support.
Trend of First Response Time: Observe the trend of your brand's first response time.
Trend of Response Rate: Track the trend of your brand's response rate.
Sentiment of Digital Care Volume: Analyze the sentiment of various care-related messages for your brand.
Sentiment Trend of Digital Care Volume: Compare the trend of positive and negative care-related messages for your brand.
Benchmark Customer Care
Compare your customer care efforts with those of competing brands. Key widgets in this category include:
Most Responsive Brand: Compare first response times of brands and track SLA performance.
Benchmark Response Time: Monitor SLA performance of each brand. Lower response times indicate better SLA performance.
Most Engaged Brand: Compare the percentage of customer care messages replied to by each brand.
Benchmark Response Rate: Monitor response rate trends of each brand.
Benchmark: Top Call Drivers: Analyze and compare top care-related messages and sentiment across competitors.
Scorecard: Performance on Brand Pages: Measure how brands prioritize excellence in social media customer care.
Top Themes of Discussions
Analyze top conversations around your digital care. Key widgets in this category include:
Top Themes: Customer Service Discussions: Identify the most frequent customer care themes and their associated sentiment for your brand.
Verbatim of Happy Customers: Recognize top positive phrases used in care-related conversations about your brand.
Verbatim of Unhappy Customers: Identify top negative phrases used in care-related conversations about your brand.
In essence, the Digital Care Insights report empowers you to track and enhance your brand's customer care efforts. By monitoring key metrics, efficiency, sentiment, and benchmarking against competitors, you can fine-tune your customer service strategies. This report provides actionable insights to deliver timely and effective support, address customer concerns, and cultivate positive customer experiences across various digital channels.