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Customer Signals Intelligence
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            Product Insights

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            3. Customer Signals Intelligence

            Product Insights

            Use the Product Insights dashboard to analyze customer engagement for specific products across various channels, focusing on sentiment, key influencing factors, contact reasons, and location. Monitor trends in Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and sentiment over time to identify patterns in customer satisfaction and refine your support strategy accordingly.

            Required Editions

            Available in: Lightning Experience
            Available for an additional cost in: Enterprise, Unlimited, and Developer Editions where Customer Signals Intelligence is enabled
            Survey available in: Enterprise, Unlimited, and Developer Editions with the Feedback Management - Starter or Feedback Management - Growth licenses

            Filter the analytics charts and metrics in the dashboard based on region, product family, product, channels and a specific time period.

            • View the overall sentiment of customers for the selected product, the number of responses received, and the positive and negative factors influencing the product's sentiment, helping identify areas for improvement.
            • View the trends in sentiment, Customer Satisfaction (CSAT) score, and Net Promoter Score (NPS) to monitor changes in customer satisfaction and sentiment, and identify patterns in feedback.
            • View the key factors that influence customer sentiment to identify aspects that either positively or negatively impact customer perception and satisfaction.
            • View the key reasons customers contact support to identify concerns that are common and that need more attention.
            • View the overall sentiment of customers by location.
             
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