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If we look from the point of view of the customer, many eCommerce business managers want to see the performance of their companies. Like how many customers are engaged with them, what are the customer buying patterns, their buying trends, how many new customers are they acquired, etc.?
A customer dashboard can provide answers to such questions by highlighting your business’s performance on several key customer-oriented metrics. Customer dashboards can provide you with an overall Customer Insights analysis of your business. Below in this article, we’ll discuss what metrics to use for customer insights, the benefits of customer dashboards, and examples of customer service dashboards.
What is a Customer Dashboard?
The Customer Dashboard provides information about your active and new customers. It helps to collect and visualize customer data from various sources like your online store and eCommerce site so that you can easily understand customer behavior and understand customer requirements. The customer dashboard also allows the user to access multiple marketing channels. Simply link them to a single dashboard so you can access all your important KPIs in one place.
Why use a Customer Dashboard?
A customer dashboard designed for use by customer service managers and executives. The Customer Dashboard gives a real-time overview of your engaged customers on your website. Customer data will help executives know the actual buyer from your website, improve marketing efforts, measure business performance, and improve customer satisfaction scores.
Customer dashboards enhance customer service managers or executives who have important responsibilities to manage customer expectations and help customers resolve their issues or inquiries during business interactions.
What are the benefits of using the Customer Dashboard?
The customer dashboard has unlimited benefits such as you can present all-important KPIs in one spot, save dashboard creating time, automated creating monthly reports, and many more. Below we have discussed some more benefits of the customer dashboard.
Get Customer Insights in minutes
Within a click, you can easily create an interactive customer analysis dashboard in a minute. Easily customizable, monitor all customer-related KPIs in one place.
Real-time analytics and reporting
Visualize your KPIs and metrics in real-time. The auto-refresh feature automatically updates the data analysis with the latest data. Share insights with others on your team.
Customer insights in every industry, department & business area
Customer analytics dashboard can be used for organization of all sizes and nature from start-up to enterprise level
Mobile Analytics & Reporting
Access customer analytics and reports from laptop, tablet, or mobile – anywhere, anytime. Recognize opportunities and risks early, share insights with others, and respond quickly through the mobile dashboard. Improve customer satisfaction and increase customer retention.
Easy setup and quick visualization
EzInsights offers our users to easily set up a dashboard in a minute without having to depend on the IT team. Signup and start tracking KPIs and metrics right away in a real-time online dashboard. EzInsights advanced analytical capabilities help users identify different KPIs at each stage of the customer life cycle.
Share reports with your team
Every task in an organization needs to be shared with a higher-level authority for confirmation or verification. EzInsights has the ability to share reports via email to anyone in an organization.
Which are the best Customer Dashboard KPIs?
Targeting the right KPIs is the key to a successful customer dashboard. Below we have mentioned some KPIs that help you to improve the target audience experience.
Visits and unique visitors
The total number of times people have visited your website is known as visits and unique visits tell you how many people have visited your website.
Conversation rate is the percentage of your website visitors who have taken some action on the website such as registering for a free trial, purchasing a product, or applying a customer survey.
The money collected from sales through your website is referred to as total revenue. These metrics can break down to total revenue per transaction or revenue per visit.
Bounce rate can be calculated as the percentage of visitors who come to your website but leave the website too quickly or without navigating to other pages of the website.
First-Contact Resolution Rate
The percentage in which the service team is able to resolve customer issues during their first point of contact, regardless of channel (e.g., phone call, email, live chat).
The number of tickets in your support queue over a period of time.
Average Reply Time
The average time is taken for a service representative to respond to a customer reaching out for support.
Average Resolution Time
The average time is taken for a representative to resolve a customer ticket from the time it was opened.
Customer Retention Rate (CRR)
The customer retention rate measures the number of customers a company retains over a given period of time.
Customer Satisfaction Score (CSAT)
The Customer Satisfaction Score is a customer loyalty metric and can measure the level of customer satisfaction following a conversion, interaction, or any interaction with your business. You can ask a question survey at the end of the conversation this will help you to know your satisfied and happy customer.
Cost Per Conversion (CPC)
Cost per conversion also called cost per action, is how much it costs your business to acquire a new customer.
Examples of Customer Insights Analytics Dashboards
Customer Analysis Dashboard
Our customer analytics dashboard states the status of customer insights. This dashboard shows the number of calls made customer-wise and state-wise. Through this dashboard, you can easily identify the percentage of calls made in a year or month.
Ticket Volume Analysis Dashboard
Ticket Volume or Total Tickets tracks all tickets in your support queue over a period of time. Through this dashboard, the user can know the number of tickets processed by the call time. You can also able to know the agent which and how many tickets they are resolving.
Open Ticket Analysis Dashboard
Open Ticket Dashboard helps you to analyze the status of tickets raised. Users can know how many tickets are open and how many are still pending. It helps the organization to resolve the issues of its customers faster and send feedback to them.
Agent Effectiveness Dashboard
Use this report to better understand, manage and improve your agents’ results. The Agent Performance Dashboard provides important information about agents at a glance, focusing on metrics related to timing and agent conduct.
If your customer is satisfied with your product or services that is an important part of your business growth. In this article, we have discussed all the measures that can be taken to improve the customer satisfaction score. When organizations optimize for customer success, especially through dashboards, they are more than likely to optimize for growth. If you want to build your own social media dashboard you can try out a free lifetime demo with EzInsights.
Chief Operating Officer
Jagan, a Project Management Professional (PMP) and Six-Sigma Green Belt Certified Professional, has more than 20 years of experience in leading teams, and providing process improvement ideas to Business users. His business acumen and strong expertise in understanding the processes helped the Clients with significant productivity and cost savings over the years. Currently, Jagan is working on providing Business Intelligence solutions, that enables the Clients for better decision-making, and building efficiency in the overall process.