Customer Support Analytics

Customer Support Analytics

Our analytics provide detailed, actionable insights into all aspects of support operations.

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Translation Platform

Translation Platform

With our Translation Platform, your support team can seamlessly cover 108 languages.

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Sentiment Analyses & Trending Topics

Trending Topics & Sentiment Analytics

Innovative solutions that help you identify the most prevalent customer issues.

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Cocoroco
Sendcloud

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Lisa van Hesteren

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5CA Tech

We believe emerging and established technology is the future of customer support. 5CA Tech connects us all. It helps us understand each other. Our tech solutions are science-backed but always foster the human connection.

Customer Support Analytics

Customer Support Analytics

Our standard data report offering provides actionable insights via visualizing data with Microsoft Power BI - one of the world's leading business analytics platforms. It includes three components: the Client Report, Team Management Report, and Workforce Management Report.

Client Report

Our client report provides:

  • Actionable insights and complete visibility on all aspects of customer support, available for clients to utilize 24/7.
  • Project scorecards that show the project's health based on various metrics and KPIs.
  • In-depth insights into Volumes, Service, Quality, Efficiency and Customer Experience.

Team Management Report

The Team Management Report is an internal report used for managing agent performance and extensively in agent coaching. It covers:

  • Agent scorecards
  • Agent benchmark rankings
  • Deep dives into agent performance across Volumes, Quality, People, Efficiency, Customer Experience and Quality

Workforce Management Report

Our Workforce Management (WFM) report is used extensively by our WFM team to manage their day-to-day operations effectively and refine their forecasts to ensure optimal staffing solutions.

All three reporting solutions can be updated hourly, ensuring that clients and internal departments are always ahead of the curve.

Who is this product for?

Clients and internal departments that want actionable insights into all aspects of customer support operations, including in-depth insights into:

  • The project's overall health
  • Volumes and productivity
  • Quality of customer support service
  • Customer experience
  • How to manage and improve agent performance
  • How to ensure optimal staffing

What needs does it address?

Insights into all aspects of customer support

Because this product offering provides actionable insights into all aspects of customer support, clients and internal departments can easily see what is going well, what is not going well, and where intervention or mitigating actions need to be taken.

Whether product-related, service-related, agent performance-related, or staffing-related, our Customer Support Analytics solutions guide clients and internal departments on where to focus their efforts to ensure maximum customer satisfaction.

What are its features?

Actionable data insights in near-real-time, with a clear call to action

Because our Power BI solutions provide various in-depth lenses on all aspects of customer support, clients and internal departments can understand what is going well, what is not going well, and where intervention is required. Moreover, these insights are provided in near-real-time, enabling users to consistently be ahead of the curve and take appropriate action where needed in a timely and proactive manner.

Let's talk about how we can support your business.

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Translation Platform

Translation Platform

The 5CA Translation Platform is a closed translation service supporting 109 languages.

Incoming tickets are efficiently and automatically translated into English so our agents can handle them in English. The agent replies in English, and the platform automatically translates the reply into the ticket's source language.

The 5CA Translation Platform offers learning capabilities and custom dictionaries. As a result, agents can respond to the issue's core with more accurate, higher-quality translations.

The portal is an independent platform compatible with any CRM. For Zendesk, Microsoft Dynamics or Salesforce, we can integrate the system out of the box using a custom app to improve automation and reduce agent effort, saving you time.

Who is this product for, and what needs does it address?

  1. Start- and scale-ups
    Our Translation Platform is purposely designed for organizations scaling into new countries with the need to support new languages using their existing teams.
  2. Low volume ticket languages
    Our Platform is intuitive and allows you to support tickets in relatively low-volume languages.
  3. Knowledge bases
    Our Platform can efficiently translate large amounts of knowledge base articles into desired languages.

What are its features?

  • Compliance: We store all data in a secure and private database
  • Compliance: We manage all data according to compliance standards
  • All data can be used to improve AI through ML models
  • We can add custom libraries for client-specific terminology or glossaries
  • Translation information can be used for further analytics and insights

Let's talk about how we can support your business.

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Sentiment Analyses & Trending Topics

Trending Topics & Sentiment Analytics

This product consists of two components: Trending Topics and Sentiment Analytics.

Trending Topics

The Trending Topics Dashboard product is driven by a text-mining algorithm that mines the text in customer/player interactions and identifies the most prevalent phrases, terms, and keywords, i.e. "trending topics".

This solution enables clients and internal departments to proactively detect new and emerging issues that players/customers are experiencing, aiming to increase customer satisfaction (CSAT) proactively.

This product can be customized and tailored for any language.

Sentiment Analytics

Our Sentiment Analytics solution utilizes Natural Language Processing (NLP) algorithms to mine the text in player/customer interactions, automatically determining the emotional tone and subsequently classifying sentiment as positive, neutral, or negative.

The solution tracks player/customer sentiment hourly and contains an automated email trigger to alert 5CA and clients once a significant drop in sentiment occurs.

The platform displays various lenses on sentiment, for example, sentiment per product/game, ticket issue type, language, country etc.

Sentiment throughout the entire evolution of the player/customer–agent engagement is also tracked, providing insight into player/customer sentiment at each interaction or touchpoint.

Data for both solutions is refreshed hourly, ensuring that the latest information is on display at all times.

Who is this product for?

Clients and internal departments that want insight into issues that players/customers are experiencing and insight into player/customer sentiment in near-real-time. This product is particularly suited for clients who wish to fully understand player/customer experience and sentiment and be empowered to influence player/customer satisfaction.

What needs does it address?

Insights into player/customer experience and sentiment

The Trending Topics Dashboard provides clients and internal departments the ability to gain actionable insights into player/customer experience. Through identifying and highlighting trending topics hourly, clients are at all times aware of any new trends or emerging issues that players/customers may be experiencing.

Whether product-related or service-related, the Trending Topics & Sentiment Analytics solution empowers clients to understand player/customer experience fully and provides insights on proactively influencing customer satisfaction. Because clients gain an in-depth understanding of what makes players/customers happy or frustrated, products and services can be tailored accordingly.

Identify agent coaching opportunities

Because player/customer sentiment is tracked throughout each interaction of the player-agent engagement, agent coaching opportunities are identified and highlighted, for example, in instances where player/customer sentiment drops significantly or unexpectedly.

What are its features?

Actionable data insights in near real-time, with a proactive call to action

Hourly trending topics and player/customer sentiment are highlighted and visualized in an interactive Power BI report on a holistic level and across various aspects such as per product/game, ticket issue type, country, language, etc.

These insights and visuals enable clients and internal departments to understand:

  • What players/customers are experiencing
  • Aspects that need attention
  • Aspects that are going well
  • What actions can be taken as soon as any adverse changes in sentiment or new trending topics come to light

Automated email alerts

Customer/player sentiment is monitored with a built-in automated email trigger alert to notify clients and internal departments immediately once a significant drop in sentiment occurs.

Let's talk about how we can support your business.

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