Insights and reporting
What your customers keep telling you.
Every complaint is a data point about something upstream — a product decision, a delivery partner, a page that misleads people. We collect those across every conversation and hand you the pattern, with the cost attached.
Who it is for
Leadership teams who already have support running somewhere but cannot answer the simple questions: why are contacts rising, which product is generating them, and what is it costing us.
What is included
- A tagging taxonomy built for your business, applied to every contact and review
- Weekly operating pack: the numbers your ops team needs to run the week
- Monthly voice-of-customer report: themes, verbatim quotes, and what changed
- Root-cause analysis on the issues generating the most volume
- Churn and rating correlation, where your data supports it
- A named analyst on the monthly call, so you can ask follow-up questions
- Data exported to your warehouse or BI tool if you would rather work it yourself
Channels covered
We cover what your customers already use. Anything not on this list, ask — if we cannot run it well we will say so.
- Helpdesk and ticketing data
- Review and rating platforms
- Call recordings and transcripts, where consented
- Post-contact CSAT and survey responses
- CRM and subscription data you choose to connect
Example service levels
These are service targets, not historical performance. Targets are set for each engagement against channel, priority, coverage requirements and your own SLAs, then written into the contract.
| Measure | Standard cover | Extended cover |
|---|---|---|
| Weekly operating pack | Every Monday | Every Monday |
| Monthly voice-of-customer report | Within 5 working days of month end | Within 3 working days |
| Analyst call | Monthly | Fortnightly |
| Ad-hoc question answered | Within 3 working days | Within 1 working day |
| Raw data export | Monthly | On demand |
What you provide
- Read access to your helpdesk and review platforms
- Whatever revenue or churn data you are willing to connect — the analysis is thinner without it
- Half an hour a month on the analyst call
- A view on which business questions matter most this quarter
What your reporting looks like
- The report is the product. Every figure is defined in writing, so nobody argues about what it means.
- Findings come with a recommendation and an owner, not just a chart.
- Anything we got wrong last month is stated at the top of this month's report.
A sample dashboard using demo data is available on request. It shows the layout and the measures, not any client's numbers.
Questions we get asked
Do we need your support service to buy this?
Is this a dashboard product?
Who owns the data?
Can we see a sample report?
Ask us the question your current reports cannot answer.
Tell us your volumes, your channels and your worst month. You get a written proposal with scope, service levels and price inside two working days.
English and Spanish on every account
Extended 24/7 coverage available
Service targets written into the contract