Summary

An overview of the typical task of the CS team and gives solutions to customer needs.

How this helps

By leveraging data-driven insights, teams can anticipate customer needs, streamline support processes, and improve overall satisfaction.

Accoil Analytics empowers the Customer Support Teams by identifying friction points, tracking engagement, and enabling proactive solutions to enhance the user experience and reduce issues.
Accoil Analytics empowers the Customer Support Teams by identifying friction points, tracking engagement, and enabling proactive solutions to enhance the user experience and reduce issues.

With Accoil, your team can anticipate customer needs, streamline support processes, and improve overall satisfaction. By leveraging data-driven insights, you can assess account health and engagement quality upfront. This lets you provide responses that match the user's skill, capability, and understanding of the system. You can better tailor your responses and offer insights into under utilized features and system mechanics.

As a Support professional, you can make informed decisions that keep customers happy and engaged.

Typical tasks for a Customer Support team

Task	How Accoil Analytics Helps
Identify friction points	Monitor User Behavior: Detect declining and engagement scores that indicate where users struggle within your platform. Analyze Customer Queries: After identifying patterns in your data, track and categorize customer queries.
Track engagement	Engagement Metrics: Measure and track how actively customers are using the platform with engagement scores and adoption. User Activation: Visualize user paths to understand where drop-offs occur by looking at the activation and adoption filters. Segmentation: Pipe your account health scores to your support system. Identify segments of users with varying engagement levels to tailor support efforts.
Proactive solutions	Knowledge Base Enhancements: Use data insights to update and expand your knowledge base with relevant, timely articles. Preemptive Outreach: Reach out to users showing signs of disengagement before issues escalate. Personalized Support: Tailor support interactions based on engagement and account health scores.
Predictive Support	Preemptive Solutions: Utilize Accoil Analytics to predict common future issues. For instance, if analytics show a trend of users encountering issues at a certain stage, create support materials or training sessions to address these proactively.
Enhance user experience	User Training Programs: Develop training materials based on common user challenges identified through analytics. Account Health Monitoring: Use data to assess account health and provide support tailored to user capabilities and system understanding.
Check-In with Purpose	Timely Assistance: Offer timely, relevant help based on user engagement data. For example, if a user is exploring a new feature, send them tips or offer a quick check-in to assist with any questions they might have.
Feedback Loops	Proactive Outreach: Use Accoil Analytics to identify users who might be unhappy. Reach out to them for feedback and show them you're committed to improving their experience. For example, if a user’s engagement drops, initiate a feedback request to address any issues.
Monitor New Customers	Suggest More: Track how new customers are progressing and suggest additional services or features. For example, if a new customer is using basic features effectively, recommend advanced features that align with their usage patterns.
Anticipate Needs	Proactive Solutions: Anticipate customer needs using data. For example, if data shows a user often accesses support for a specific feature, proactively provide additional resources or offer a personalized training session.
Measure Success	Track Progress: Use engagement metrics to evaluate the success of your interventions. For instance, track whether a drop in churn rates correlates with new onboarding practices and adjust strategies accordingly.
Trend Analysis	Identify Patterns: Analyze long-term trends to understand common issues and replicate successful strategies. For example, if you identify a feature that consistently leads to higher engagement, cross promote its use via your support queries eg “By the way, do you know about our latest feature?” when answering an existing query.

How to Optimize Accoil Analytics for a Customer Support Team

To maximize the benefits of using Accoil, follow these steps to set up and utilize your engagement Profiles effectively.

Step	What it does?	Metrics to use - add relevant links
1.Set up your own Engagement Profile/s	Gives you a clear view of the accounts and users you want to monitor. See their engagement scores. Track engagement trends. See the overall health of your product.	Product Engagement Score Frequency Adoption rate Tenure Active Users (Total) Active Users (Percentage of all users active and inactive)
2. Use Profile Segments for deeper insights	Review Standard and Suggested Segments to quickly find hot and cold segments within your Profile. As you get comfortable with Segments, create your own based on the task you need to get done. For example, create cohorts based on frequency or adoption rates.	Product Engagement Score Frequency Adoption rate Tenure Active Users (Total) Active Users (Percentage of all users active and inactive)
3. Configure account and user activation	Select the events and/or conditions that an account should meet to be considered Activated. Another way to look at this is identifying the events an account needs to complete for them to get to that Aha! moment. For example: See how many trial accounts complete the initial setup steps that prepare users to get value from your product Track the activation rate of new users in paid accounts, indicating that they’re also finding that Aha! moment	Activation rate Engagement Score Adoption rate
4. Get familiar with the Events page	Learn which features are being used and which ones aren’t. Get insights into how customers are using your products. Use this report to uncover popular features you might think to include in your Score.	Average adoption Average adoption change Average engagement score Individual feature usage
5. Pipe your insights to relevant teams	Set up actions to deliver insights to the tools you and your teams already use. Easily integrate with tools like HubSpot and Intercom to enable support teams to view account health while addressing support queries, enhancing their effectiveness.	Score changes Activation changes New user(s) Account or User Entering a Segment Custom alert filters

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