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Grand Travel Demo
Category Reporting Example
“As an example of specific reports available, let’s look at the Messages by category report.
Categories not only allow you to triage and route messages, they also provide insights into the
most popular categories or topics being discussed and what is trending.
Category trends are indicators of what your customers are talking about or most interested in
and can indicate potential issues with customer satisfaction and opportunities for improvement.
We’ll filter the data here to focus on the Grand Travel main category as well as select Month as
a date range so we can see more data.
In this example here, [x]% of all Grand Travel inquiries are related to sales inquiries, which
could be a positive indicator for the company that whatever sales awareness campaigns they
have put into effect are generating interest from new prospects.
The analytics give insight into your business and help you manage customer satisfaction as well
as improvements to how your interact with your customers on digital channels.”
Action: Select Threads by source Report
Select the Threads by source report to show analytics on interactions by channel:
Author: Alain Mowad Page 72 of 73
