NavigateERP for African business

Customer experience analytics

Trends, ticket operations, what customers say, campaigns.

Steps

  1. Go to Customer experience → Analytics.
  2. Trends by form: month by month for each form - responses, rating, CSAT, NPS, complaints.
  3. Ticket operations: the backlog by owner, time to first response and to resolve (calendar and business hours), SLA met by priority, escalations.
  4. What customers say: the words and phrases in poor and in good feedback (English, Kiswahili, French) and an indicative sentiment.
  5. Campaigns: sent, accepted, delivered, failed, opened, responded, response rate, cost and cost per response.

Good to know

  • Export the responses (every answer in its own column) and the tickets to Excel or CSV - needs the export permission.