Analyze Customer Interaction Logs & CRM Records for Customer Support
Objective:
– Analyze customer interaction logs and CRM records to identify common inquiry types, resolution paths, and agent performance.
– Pinpoint recurring issues and opportunities to improve customer service efficiency and satisfaction.
– Inform knowledge base development, training needs, and process automation. Expected
$3.99
Description
Expected Inputs:
– [Customer_Interaction_Channel: e.g., Call center, Live chat, Email support, Social media direct messages]
– [Time_Period_for_Analysis: e.g., Last month, Previous quarter]
– [Key_Log_Data_Fields: e.g., Interaction type, Customer query, Resolution status, Agent ID, Duration, Customer sentiment (if tagged), Escalation reason, Product/Service feature discussed]
– [Top_5_Common_Inquiries: e.g., Billing questions, Technical troubleshooting, Order status, Product information]
– [Desired_Outcome_of_Analysis: e.g., Reduce average handle time by 10%, Improve first contact resolution by 5%, Enhance knowledge base content]
Results:
– A report summarizing common inquiry types, their frequency, and resolution patterns.
– Identification of complex issues requiring escalation or specialized knowledge.
– Analysis of agent performance related to specific query types or resolution times.
– Recommendations for knowledge base articles, FAQ updates, agent training, or automation opportunities.
– Insights into customer pain points and opportunities for self-service.
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