Insights to
Power CX

Business intelligence puts data into action by taking information directly from the customer and using insights to improve business performance. Stronger customer insights enhance profitability by driving better strategic decisions, faster product enhancements and more dynamic promotional campaigns.

That’s why we integrate advanced analytics and business intelligence services into our standard delivery model. With solutions custom-built to every need, we do more than just meet your increasing demands for richer insights – we ensure you make the right decision at the right time to the right customer.

CX Insights

Deep dives into root causes of customer questions is in our DNA. And we don’t stop at support. We love uncovering product fixes and policy tweaks.

Reporting & Analytics

We use data to continually re-imagine support strategies. We view every call, chat and email as an opportunity to collect information and ideas.

CRM Optimization

We’re expert in optimizing CRM tools like Zendesk, Helpshift, Salesforce and Oracle.

Our Solutions

Partnering with Goodbay is the smart decision

With Goodbay, you’ll have access to a passionate team of professionals that specializes in CX strategies that fit your company, your culture and your audience. We won’t just help you earn more customers – we’ll help you keep them. Our proven model delivers more insight into how your support team and products/services are performing. Advanced analytics and data-driven insights are included as part of our service delivery – there’s no extra fee. We work to make continuous improvements to customer experience and your product offering alike. We deploy comprehensive analytics across the delivery environment so all decisions are informed by data. And we’re not satisfied with a closed case. We think ahead to uncover ways to eliminate contact drivers and decrease volume.

Here is a subset of what you get:

  • SLA and KPI benchmarking
  • A/B content testing
  • Quality Assurance (QA) scoring
  • CSAT and Voice of Customer (VoC)
  • DSAT analysis and root-cause insights
  • Key driver analysis
  • Workforce management (WFM) analytics
  • CRM setup and configuration
  • Custom CRM reporting via API

To find out more about our analytics and BI services, contact us today.