Analytics
Best Practices:
- Interactive Chart Exploration: Actively use filters, zooming in/out, and interactive features to dig deeper into the data. This offers a clearer, more detailed understanding of specific trends and lets you explore information from different angles.
- Location Performance Analysis: Utilize the “peak” functionality in our graphs to uncover which locations are contributing the most to a peak or drop in performance. The scatter plot graph helps pinpoint high/low performing locations, while the views graph indicates which ones have the highest visibility. By combining these insights, you can strategize how to optimize underperforming locations.
- Optimization & Profile Completeness: Regularly monitor the profile completeness graphs. Complete profiles can improve location visibility and accuracy. Identify gaps and take actionable steps to ensure each location's profile is as comprehensive as possible.
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Customer Insight Mining: Analyze the keywords (previously queries) graphs and the phone tracking graph. These will provide a deeper understanding of customer behaviors. Determine which locations attract loyal or new/indecisive customers and identify opportunities based on customer call patterns outside business hours.
Analytics Pro Tips
- Segmentation Analysis: Go beyond the broad metrics. Divide your locations into segments based on criteria like region, size, or service offerings. By assessing performance based on segments, you can tailor strategies for specific groups, identify trends unique to particular segments, and allocate resources more effectively.
- Trend & Anomaly Detection: Use Analytics to spot sudden spikes, drops, or patterns in performance over time. Early detection of anomalies allows you to react to potential issues or opportunities more promptly. At the same time, understanding the seasonality or recurring patterns helps in forecasting and planning.
- Learn more about the Uberall Analytics module.
Insights Best Practices:
- Feedback and Review Management: Regularly review the rating graphs to gauge overall customer satisfaction. Recognize top-performing locations while also identifying those that may require intervention for better reviews. This helps in fostering a positive brand image across all locations.
- Team Performance and Engagement: Track the reply rate activity consistently. Monitoring interactions and responsiveness offers insights into the effectiveness of the support teams. If reply rates drop or are inconsistent, consider this as an indicator for potential training needs.
Insights Pro Tips
- Sentiment Analysis: Utilize natural language processing tools to analyze the sentiment of reviews and feedback automatically. Instead of just looking at ratings, sentiment analysis can help you understand the emotions behind the feedback. This gives a deeper insight into customer satisfaction and areas of concern.
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Team Engagement Metrics: Go beyond just reply rates. Track metrics such as the quality of replies, frequency of proactive interactions initiated by the team, or metrics like employee Net Promoter Score (eNPS). These metrics provide a comprehensive understanding of team performance and engagement, allowing you to identify areas for training or motivation.