SUPPORT CUSTOMERS

Performance Insights
that drive better support
and stronger loyalty.

Get real-time visibility into your support performance, team productivity and customer satisfaction—so you can make smarter decisions and deliver exceptional experiences.

A Support Overview console filtered to May 1 – May 31, 2024 — five KPI cards for total and resolved tickets, average first response and resolution time and CSAT score, a Tickets Over Time area chart beside a Tickets by Channel donut totalling 12,842, and a CSAT Trend chart next to the top issue categories with their share meters.

The impact of performance insights

Data-Driven DecisionsMake smarter decisions backed by accurate support data.

Improve Customer ExperienceIdentify gaps and resolve issues before they impact loyalty.

Boost Team ProductivityTrack productivity and help agents perform at their best.

Optimize ResourcesAllocate workload effectively and reduce operational cost.

Drive Business GrowthHappy customers stay longer and recommend your brand.

Trusted by growing businesses

10K+Businesses50M+Conversations / Month

99.99%Platform Uptime4.8/5 from 500+ reviews

Performance Insights from Telvanta.ai gave us complete visibility of our support. We improved CSAT by 28% and reduced resolution time by 32%.

Anita ShresthaHead of Customer Support,Himal Mart

How Performance Insights works

1. Collect Data

Gather data from all support channels, agents and systems in real-time.

2. Analyze & Measure

AI analyzes key metrics, trends and customer sentiment.

3. Visualize Insights

Insights are presented in easy-to-understand dashboards and reports.

4. Take Action

Identify improvement areas and implement actions with confidence.

5. Improve Continuously

Track progress and refine strategies for better outcomes.

Powerful insights at your fingertips

Real-time Dashboards

Live view of key support metrics and trends.

Live

Agent Performance

Track individual and team productivity and quality.

Sajan Shrestha98%

Anita Karki92%

Ramesh Adhikari89%

SLA & Response Tracking

Monitor SLA compliance and response time in real-time.

92%SLA MetSLA Met

Customer Satisfaction

Track CSAT, feedback and sentiment trends.

4.72/59.4% vs Apr

Trend & Forecasting

Forecast ticket volumes and identify future patterns.

Custom Reports

Create and schedule reports that matter.

Weekly SummaryEvery Monday 9:00 AMMonthly Report1st of every month

Built-in reports & dashboards

Support Executive Dashboard

Get a 360° overview of your support performance.

Agent Performance Report

Deep dive into agent performance and quality.

SLA Compliance Report

Track SLA breaches and compliance in detail.

Customer Satisfaction Report

Analyze CSAT, NPS and customer feedback.

Issue Category Report

Understand issue trends and root cause patterns.

Channel Performance Report

Compare performance across all support channels.

View all reports

Use cases

Monitor Support Health

Keep track of overall support health and performance.

Improve Team Performance

Identify top performers and coach the rest.

Reduce Resolution Time

Find bottlenecks and reduce response & resolution time.

Enhance Customer Experience

Understand customer needs and improve satisfaction.

Optimize Workload

Balance workload and prevent agent burnout.

Drive Executive Decisions

Use insights to drive strategy and business growth.

Why Performance Insights matters

Up to45%

Faster Resolution Time

Resolve tickets up to 45% faster.

Up to35%

Higher CSAT

Deliver better experiences and higher satisfaction.

Up to30%

Lower SLA Breaches

Improve SLA compliance by up to 30%.

Up to25%

Increase Productivity

Agents handle more tickets with less effort.

Up to20%

Lower Operational Cost

Optimize resources and reduce operational cost.

Stronger Retention

Happy customers stay longer and recommend your brand.

See what’s working. Fix what’s not. Delight every customer.

Turn your support data into actionable insights and deliver exceptional support every day.