Voice of the Customer Analytics

Helpstream automatically captures valuable information about any problems your customers experience with your products and your support process.

Typically only 10% of all customer problems are captured in a case management system, and attempts by customers to resolve problems on their own using self-service resources or by searching third-party web sites generally go undocumented.

Helpstream changes all that. You get a much more complete view of the customer experience because Helpstream begins collecting data as soon as a customer submits a problem or queries a solution resource, and continues capturing information through issue resolution. It systematically collects information whether an agent handles a case, or not.

If a customer searches for a solution and the results come up empty, you'll know. You'll also know which problems are most common and what percentage of problems is resolved through self-service resources (even third-party web sites) and what percentage by agents. You'll also be able to determine how easily customers can follow support instructions and pinpoint where they're getting stuck.

Ultimately, you'll get deep, actionable insight into the customer experience which marketing can use to guide product development and the support organization can use to improve customer service.