Insights Dashboard

Growth Opportunity Score

This metric evaluates the frequency and success rate of agents identifying and acting on opportunities to upsell a customer per conversation.

Identifying and Acting on Growth Opportunities

The Growth Opportunities feature automatically analyzes your customer conversations to identify potential opportunities for account expansion and upselling. By processing the natural language in your support interactions, the system flags conversations where customers express interest in additional features, mention scaling needs, or discuss pain points that could be addressed by upgrading their current solution.

Each conversation is assigned a Growth Opportunity score, helping your team quickly identify high-potential interactions that warrant follow-up. Support teams can use these insights to create a seamless handoff to sales, ensuring that valuable opportunities aren't missed in day-to-day support conversations.

For example, when a customer mentions needing to add more seats to their account or expresses interest in premium features, the system will highlight this as a growth opportunity, allowing your team to proactively engage with expansion opportunities.

Best Practices for Leveraging Growth Insights

To maximize the value of growth opportunity insights:

• Regularly review conversations flagged with high growth potential in your dashboard
• Establish a clear process for routing growth opportunities to your sales team
• Train support staff to recognize and properly document customer interest in additional features or services
• Use the aggregate data to identify patterns in customer needs that could inform product development or packaging strategies
• Set up automated alerts for conversations that exceed certain growth opportunity thresholds

Average Information Shares Per Conversation

This metric tracks how often agents share relevant information before customers need to ask for it.

Information Sharing Metrics: Driving Customer Knowledge and Retention

Isara tracks the average amount of information shared by support agents during customer interactions, providing valuable insights into the educational component of your support conversations. This metric goes beyond simple problem resolution to measure how effectively your team is building customer knowledge and product understanding during support interactions.

Higher information sharing scores typically correlate with improved customer retention, as customers who thoroughly understand your product's features and capabilities are more likely to utilize its full potential.

The metric helps identify opportunities where support conversations can be leveraged as informal training sessions, transforming routine support interactions into valuable learning experiences.

Optimizing Information Sharing in Support Interactions

To enhance your team's information sharing effectiveness:

• Monitor the information sharing metrics across different types of support conversations
• Identify top-performing agents whose interactions consistently include comprehensive product education
• Develop templates and resources that help agents share relevant product information efficiently
• Use high-scoring conversations as training examples for new support staff
• Track the correlation between information sharing scores and customer retention rates

By focusing on information sharing during support interactions, organizations can build a more knowledgeable customer base while reducing the likelihood of future support tickets. This proactive approach to customer education through support creates a stronger foundation for long-term customer success and loyalty.

Customer Monitoring

Our AI-powered tool helps identify which products or features generate the highest number of support requests from your customers. It helps you understand which area of your product should potentially by improved.

Customer Monitoring: Understanding Feature-Specific Support Demands

Isara's Customer Monitoring provides a comprehensive view of which products and features are generating the highest volume of support requests. This AI-powered analysis helps organizations identify patterns in customer support needs, enabling more strategic resource allocation and product improvement decisions.

The matrix breaks down support volume by product feature, allowing teams to:

• Identify features that consistently require high support engagement
• View the conversations related to this area of concern
• Spot emerging trends in customer difficulties before they become widespread issues
• Make data-driven decisions about documentation improvements and user interface enhancements
• Allocate support resources more effectively based on feature-specific demand
• Prioritize product development efforts to address areas with frequent support needs

Leveraging Customer Monitoring Insights

Organizations can maximize the value of Customer Monitoring by:

• Regularly reviewing feature-specific support patterns to guide product development priorities
• Creating targeted training materials for features with high support volume
• Developing proactive support strategies for commonly questioned features
• Using insights to inform product roadmap decisions and UX improvements
• Cross-referencing support volume with customer segments to identify user-specific challenges

This data-driven approach helps organizations move from reactive support to proactive product improvement, ultimately leading to better user experiences and reduced support demands.

Customer Satisfaction Index

The Customer Satisfaction Index comprehensively analyses all customer interactions, not solely those that responded to your survey, providing a comprehensive assessment of your genuine customer satisfaction levels.

Customer Temperature

The Customer Temperature Chart tracks the emotional state of customer interactions using an AI-powered analysis system.

• Cool (0): Satisfied, positive interactions
• Neutral (1): Neither positive nor negative tone
• Warm (2): Showing concern or mild frustration
• Hot (3): Indicating strong dissatisfaction or anger

We show the % of conversations that have been flagged within one of the different states.

Churn Insight

The Churn Insights feature in Isara helps businesses identify and mitigate customer churn risks by analyzing customer interactions. It detects early warning signs of dissatisfaction through sentiment analysis, engagement patterns, and historical data, allowing teams to take proactive retention measures.

This feature provides key metrics such as the number of customers at risk, churn probability per customer, and the potential revenue impact of churn. Additionally, it offers an automated summary highlighting common issues, sentiment trends, and support gaps. By leveraging these insights, businesses can enhance customer engagement, prevent churn, and protect revenue effectively.

Please note that we require additional data to enable this feature. You can contact us at [email protected] or through the chat on your dashboard to activate it.

The Innovation Centre

The Isara Innovation Centre is designed to identify potential new products, features, and offerings based on insights from customer conversations. By leveraging AI-driven analytics, it helps uncover trends, pain points, and emerging needs, ensuring the company stays ahead in delivering valuable solutions.

Each idea in the Innovation Centre is tracked with a name, summary, and the number of related conversations, providing a clear indication of customer demand. The platform prioritizes innovations based on relevance and feasibility, streamlining the process from idea discovery to development. This ensures that Isara continuously evolves to enhance customer satisfaction and drive business growth.

Please note that we require additional data to enable this feature. You can contact us at [email protected] or through the chat on your dashboard to activate it.