CONTACT CENTER ANALYTICS POWERED BY INTELLIGENT RETRIEVAL

From marketing and executive reports to customer interaction statistics, website visitor analytics, and agent performance data – we have it all!

General statistics, conversion data, CSAT scores, hourly and daily volumes, sentiments, SLAs and any other call center metrics are available with any of our live chat service packages.

What Contact Center Analytics Can Do For You

The best business decisions come from a place of knowledge and understanding. HelpSquad’s team of professionals will generate and nurture a comprehensive body of reports to help you make those important decisions. Real-time chat transcript forwarding, customer interaction data, and sophisticated enterprise-level contact center analytics – we have it all! Whatever the question, you’ll have the answer, in real time. 

Here are some of the questions HelpSquad reporting and analytics can help answer: 

  • What is my busiest day or hour? 
  • What is my most popular product or service? 
  • Which marketing campaign is most effective?
  • What are the most frequent questions? 
  • What is my product or service missing?
  • What do my customers want most? 
  • Who initiates interactions, and how often?

Access every interaction summary, including agent notes and customer metadata. We deliver the information in various formats, including emailed reports, via integrated Business Intelligence systems webhooks, and on-demand.

Here are some of the reports available

Executive Reports
Main Overview
Visits & Page views, New vs. Returning Visitors, Chat Sessions, Visits by Source.
Marketing Overview
Top 5 Referrers, Top 5 Keywords, Top 3 Campaign Sources
Content Overview
Top 5 Entrances, Top 5 Exits, Top 5 Content

Marketing Reports
Referrers
Top Referrers
Referrer URLs
Top Referrer URLs
Search Engines
Top Referring Search Engines
Search Terms
Top Search Engine Keywords
Landing Pages
Top Web Visitor Entry Points

Knowledge Base System
Search terms
Top knowledge base search queries
Highly Rated content
Poorly Rated content
Most viewed content
Least viewed content

Website Visitors
Daily Visitors
Visitors Daily, Percent New Visitors Daily
Visits vs. Page views
Daily Visitors & Pageviews, Average Views per Visit
New vs. Returning Visitors
Visitors by Country
Visitor Languages
Hourly Visitors
Hourly Visitors, Page Views & Chat Sessions
Top Content
Top Web Site Content per Visits & Pageviews
Top Exit Points
Browser Versions
Platform Versions
Screen Resolutions
Screen Colors

Chat System
Operator Time Clock
Contact List
Daily Live Chat Statistics
Chat Sessions, Total Chat Time, Offline Chat Requests, Offline Chat Requests by Hour
Live Chat Statistics per Agent & Department
Chat Transcripts
Dropped Chat Sessions
Chat Tag Statistics
Chat Launch URLs
Chat Survey Statistics
Chat Survey Statistics by Operator

Ticket System
Ticket System detailed statistics
Ticket System performance
New Tickets, Resolved Tickets, Average time to Assignment, Average time to Resolution, etc.
Contact List (collected via ticket submission)
Tickets by Category
Tickets by Priority
Tickets by Assignment
Tickets by tag
Ticket Survey Statistics

Call Log System
Call Volume by day, hour, etc.
Contact List
Call volume report
Calls by tag

"We started providing live chat to our customers and quickly realized that we simply do not have time to implement chat properly in addition to phone and support ticket support we were already offering. HelpSquad presented the solution by taking on that responsibility and boy, did they! Our live chat is now handled 24/7/365 by extremely pleasant HelpSquaders. We are happy, our customers are happy, do not wait to try this service."

– Satisfied HelpSquad Client

You’ve got questions? We’ve got answers.

Our friendly chat support agents are here to answer your questions. HelpSquad BPO has omnichannel support solutions for businesses of any size, helping businesses outsource chat, email, SMS/Texting, phone, social media customer support as well as knowledge base management, and we’re committed to helping you find the right plan to meet your needs. Fill out the form on the right, and one of our team members will be in touch shortly!

Kofile Technologies

"They are a professional who has always proven themselves trustworthy and beneficial to our support staff."

Mason Bottle

"The price is excellent for the quality of the service. Agents and coaches learn quickly and give customers and prospects an authentic experience with our brand. We are able to spot patterns via customer interactions with the chat to help improve our business, as well as increase customer satisfaction."

MultiSoft Corportation

"They handle all of our live support 24x7x365. Awesome customer service!!!"

N.J. Hair Center

"It's like having someone there 24/7 to answer questions and provide information to customers. They are a great company, exceptional service, and reasonable prices for what they offer."

Simple Agency Oy

"Agents will learn how to answer the top questions prospects ask custom to YOUR business."

Spark Orthodontics

"Good communication between company and customer!"
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