Insights feature also called Reports, is an extremely useful tool which enables you to better understand your data. It provides you with analytics of your business. Overview the customer service operations, store custom data, see tickets and much more.
There are many definitions of what an insight actually is. It is primarily a careful observation of consumer behavior, which allows you to look at them from a new perspective. Paying attention to insights helps you discover the basic motivations that guide people's actions. It is also sometimes referred to as the unrecognized fundamental human truth.
Insights are extremely helpful, but what do we actually mean by the term “insight”? Some insights may include: for example, these can be responses received as part of a survey (e.g. NPS or CSAT) or you analyze user behavior from analytical data you have and finally get insights on what should be improved in a given service or device. An insight that will definitely help you in running your business may be that you will know when customers buy your product.
In LiveAgent, you have access to the Insights features, i.e. reports that allow you to understand the data that you collect during customer service. This allows you to get to know your customers and their motivations. They also allow you to analyze the activities of your company, you can view all operations carried out by the customer service team, as well as view tickets.
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