Customer Experience Tools for eCommerce and Retail

Handle every customer interaction with speed, insight, and care.

In the rapidly changing world of eCommerce and retail, customer expectations are high, and loyalty can be lost with just one missed call or a slow response. Whether you are supporting online shoppers, handling order inquiries, or managing click-and-collect services, Analytics 365 provides your team with the tools to remain responsive and connected. With features like real-time call tracking and AI-driven conversation insights, you’ll never miss an opportunity to better serve your customers.

The Customer Experience Challenges Facing eCommerce & Retail

Missed Sales and Support Enquiries

Without live visibility of missed calls and abandoned enquiries, teams risk losing revenue and disappointing customers at critical buying moments.

High Demand During Peak Periods

Sales events, seasonal peaks, and promotions drive high call and enquiry volumes. Without live performance tracking, teams struggle to manage the spikes.

Fragmented Customer Experience

With separate teams for customer service, stores, and online sales, it’s hard to deliver a consistent experience without connected tools and insights.

Lack of Insight into Customer Frustrations

Without accurate data on why their customers abandon orders or seek help, businesses are left guessing how they can improve service and retention.

The Solution

How Analytics 365 Helps You Deliver Better Customer Experience in eCommerce & Retail

Live Call Reporting and Real-Time Wallboards

Monitor live call queues, wait times, and team availability across your customer service departments. Whether you are addressing order inquiries or managing sales events, your teams can stay on top of demand to avoid long wait times that frustrate customers and lead to reduced conversions.

Missed Call Lists for Recovery Opportunities

Turn missed calls into valuable sales opportunities. Analytics 365 automatically logs missed calls in real time, providing your team with a clear list of customers to call back. Reduce lost revenue by promptly and efficiently following up on abandoned sales or service requests.

AI-Powered Conversation and Sentiment Analysis

Understand why customers reach out and how they feel about their experiences. Analytics 365 transcribes and analyzes calls to highlight common frustrations, keywords, and sentiment trends, helping you enhance service and reduce customer churn.

Call Recording and Quality Monitoring

Record and review customer calls securely for QA and training purposes. Ensure your team handles customer information responsibly by implementing role-based access to recordings, adhering to data protection and compliance requirements.

View Collaboration Across Teams

Understand how your teams communicate across customer service, physical stores, and online sales. Identify gaps in collaboration and enhance teamwork to provide a seamless customer experience across all channels.

Workload and Wellbeing Monitoring

Assist your teams in managing peak periods without experiencing burnout. Analytics 365 identifies when staff are overwhelmed, working long hours, or dealing with high call volumes, enabling effective resource management and safeguarding team well-being.

Our Products

Explore Our Microsoft Teams Workplace Analytics Suite

Collaboration Analytics

Empower teams with workplace analytics driven by Microsoft Teams. Collect and analyse user data to boost productivity and increase collaboration within your business.

  • Visualize how your team collaborates.
  • Understand one-to-one activity.
  • Promote efficient teamwork.
  • Prioritize employee wellbeing.
  • Personalize your dashboards.

    

Call Analytics

With our tool, you can understand your customers, drive team performance, and manage service levels to maximise revenue and improve customer engagement.

  • Visualize call analytics at a glance.
  • Improve productivity and performance.
  • Meet service level targets.
  • Facilitate compliance easily.
  • Deploy and configure quickly.

    

Call Recording with Conversation Analytics

Revolutionize conversations with our cloud call recording and AI tool. Elevate engagement, boost sales, gain strategic insights, manage risk, and facilitate compliance.

  • Find, playback and share every call.
  • Evaluate calls to improve performance.
  • Prioritize the most meaningful insights.
  • Manage caller privacy and compliance.
  • Deploy, administer and use with ease.

    

Find Out How Analytics 365 Can Transform Your Business

If you are interested in one of the Analytics 365 solutions and would like to find out more, request a demo today to explore how our platform delivers insights that empower your business to improve team performance, ensure compliance, and enhance customer engagement.

Setting Up Analytics 365 Is As Easy As 1, 2, 3

Step 1

Choose your plan.

Step 2

Grant permission to synch your data.

Step 3

Explore your insights.

Explore Real Feedback, and Discover What Analytics 365 Can Do For You

“Analytics 365 has been invaluable. It has helped us to enhance our collaboration and communication which in turn positively impacts our performance and productivity”.

Pajaree Saengcum
Head of Digitalization

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Supercharge Microsoft Teams In Your Business With Analytics 365

Unlock the full potential of your communications with our Microsoft Teams Toolkit. Request a demo today to explore how our platform delivers insights that empower your business to improve team performance, ensure compliance, and enhance customer engagement.

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