Utilizing Odoo's reporting tools and analytics features, we monitored key support metrics such as response times and customer satisfaction scores, enabling data-driven decision-making and continuous improvement.

Monitoring support metrics: By closely monitoring factors such as response times, resolution rates, and customer satisfaction scores, we identified areas of strength and opportunities for improvement within our support operations. This data-driven approach enabled us to make informed decisions.
Reporting tools: helped us track the effectiveness of our support strategies, identify emerging trends, and pinpoint areas requiring further attention or enhancement. Also, with customizable reports, we tailored our analysis to specific business objectives, facilitating more focused and actionable insights.
Surveys and feedback forms: integrated surveys and feedback forms within the Odoo platform, we actively solicited input on various aspects of the support experience, including responsiveness, helpfulness, and overall satisfaction. This direct feedback provided valuable insights into customer preferences, pain points, and expectations, enabling us to fine-tune our approach and deliver a more personalized and impactful support experience.
Net Promoter Score (NPS) Tracking: As part of our commitment to measuring customer loyalty and advocacy, we implemented Net Promoter Score (NPS) tracking within the Odoo platform. This allowed us to gauge the likelihood of customers recommending our products or services to others, serving as a key indicator of overall satisfaction and loyalty.

• Reporting dashboard- tracks support metrics like response times and customer satisfaction scores, helping us make better decisions and improve continuously.

With Odoo, we integrated various communication channels like email, live chat, phone, and social media, enabling them to provide consistent support across multiple channels.

Multi-channel communication: Integration with various communication channels such as email, live chat, phone, social media, and messaging apps. This multi-channel approach not only expanded our reach and accessibility but also ensured consistency and continuity in the support experience across diverse touch points, ultimately enhancing customer satisfaction and loyalty.
Conversation transfer: Seamless transfer of conversations across different channels while maintaining context to minimize disruptions and delays. Empowered our support team to deliver more efficient and effective solutions.

• Multi-channel Support- With Odoo, we integrated various communication channels like email, live chat, phone, and social media, enabling them to provide consistent support across multiple channels.

With Odoo, we developed a comprehensive knowledge base feature, to create and maintain a repository of articles, FAQs, and tutorials, empowering the support team to find answers to frequently asked queries, immediately.

Comprehensive repository of resources: Comprehensive repository of articles, FAQs, troubleshooting guides, and tutorials.
Search functionality: allows teams to find answers to their queries. By leveraging powerful search algorithms and intuitive filtering options, we ensured that users could easily navigate through the vast repository of content and find the information they needed with minimal effort. This enhanced search experience accelerated problem resolution and decision-making.

• Knowledge Base- With Odoo, we developed a comprehensive knowledge base feature, allowing the support team to find answers to frequently asked queries, immediately.

Odoo allows CRM and e-commerce platforms integration, streamlining data flow and enabling centralized customer data management for enhanced support operations.

CRM integration: Seamless integration with CRM (Customer Relationship Management) systems for centralized customer data management. By synchronizing customer information across platforms and departments, we ensured a unified view of customer interactions and history, enabling our support team to deliver more informed and proactive assistance.
Third-party tool Integration: Integration with e-commerce platforms, helpdesk software, and other relevant tools. By seamlessly connecting these disparate systems and consolidating data streams, we streamlined processes, improved efficiency, and delivered more cohesive and integrated support experiences.
Jupiter notebook data analysis: We use Jupiter for quick reporting and data analysis.

• RM Integration- Odoo allows CRM and e-commerce platforms integration, streamlining data flow and enabling centralized customer data management for enhanced support operations.