How to use analytics to improve customer service with

Improving customer service is a constant goal for businesses of all sizes. By delivering an exceptional customer experience with, you can build customer loyalty, increase sales and enhance your reputation. 

email is an omnichannel software platform that helps you handle interactions with your customers, whatever the interaction channel (telephone, email, chat, messaging, SMS, etc.). By collecting and analysing data from your customer interactions, enables you to significantly improve your customer service. Here are a few concrete examples of applications.

1. Identifying trends and weaknesses allows you to group your customer interaction data by channel, problem type, agent and much more. This allows you to quickly identify common trends and weaknesses. For example, you may find that a certain communication channel is generating more complaints than others, or that a particular type of problem is causing difficulties for your agents.

Example: Thanks to, during the Covid crisis, KIABI identified a spike in customer requests to be able to order and have delivered a gift for a loved one – an offer not previously available.


2. Improving staff training  

En analysant les interactions avec les clients, vous pouvez identifier les domaines dans lesquels vos agents ont besoin de plus de formation. Par exemple, vous pouvez constater que vos agents ont du mal à répondre à un certain type de question ou à résoudre un certain type de problème. Vous pouvez ensuite utiliser ces informations pour développer des programmes de formation ciblés qui aideront vos agents à mieux servir vos clients.

Exemple :  AKIO et Holy-Dis, l’éditeur de logiciels de planning prévisionnel, ont conclu un partenariat pour la mise en place de programmes d’onboarding et de montée de compétences des agents.


3. Measuring the efficiency of your initiatives allows you to track the impact of your customer service improvement initiatives. For example, you can track changes in the number of customer complaints, problem resolution times and customer satisfaction scores. This data enables you to determine whether your initiatives are effective and to make adjustments if necessary.

Example: Join us at the next Users’ Club on the theme of “Cold statistical analysis of customer interactions”, with a presentation by a Customer who has been using statistics for several years to improve customer satisfaction.


4. Personalising the customer experience allows you to collect data on your customers’ individual preferences. You can then use this data to personalise the customer experience, for example by recommending relevant products or services or offering proactive customer support.

Example: the latest features of the Artificial Intelligence module integrated into, Interaction Analytics, automatically identify the themes raised by customers in their calls and/or text messages. They also enable a positive or negative sentiment to be associated with each theme raised. These features were presented at the latest AKIO Meet-up.

To find out more, read our article Semantic analysis in customer relations.


5. Anticipating problems

By analysing historical data, you can identify patterns that indicate potential problems. For example, you may find that a certain type of customer is more likely to unsubscribe than others. You can then use this information to take proactive steps to prevent these problems from occurring.

Example: Every day, a customer of, a major airline, tracks the verbatim comments of customers identified on social networks and forums, to detect the risk of a deterioration in the commercial relationship with certain customer personas. is a powerful tool that can help you improve your customer service by collecting and analysing data from your customer interactions. Using, you can identify trends and weaknesses, improve agent training, measure the effectiveness of your initiatives, personalise the customer experience and anticipate problems.

In addition to the features mentioned above, also offers a number of other benefits, such as

  • A simple and intuitive user interface
  • A wide range of reporting functionalities
  • The ability to integrate with other enterprise systems
  • A responsive customer support team

If you’re looking for a way to improve your customer service, is an excellent solution to consider.