CX MOMENTS

Customer Support Tickets Analytics


5 / 5
4 reviews

Who Uses This Software?

Retail, software, Saas, App vendors, logistics, wholesale, distributors, telecom service providers, ISP,


Average Ratings

4 Reviews

  • 5 / 5
    Overall

  • 5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • CX MOMENTS
  • www.cxmoments.com/
  • Founded 2016
  • Ireland

About Customer Support Tickets Analytics

Cx MOMENTS is the best way to understand your customers problems. We help Customer Support Managers automatically find and trend customer issues in their helpdesk. We help you gain valuable insights from your support tickets, so you can escalate issues to other teams, detect topics for agents training and prioritize self-service content. Our ticket analytics solution connects in 3 clicks to Zendesk, Freshdesk, Freshservice, Salesforce, Zoho and Intercom.


Customer Support Tickets Analytics Features

  • Chatbot
  • For Healthcare
  • For Sales
  • Machine Learning
  • Multi-Languages
  • Predictive Analytics
  • Process/Workflow Automation
  • Virtual Personal Assistant (VPA)
  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Boolean Queries
  • Document Filtering
  • Graphical Data Presentation
  • Language Detection
  • Predictive Modeling
  • Sentiment Analysis
  • Summarization
  • Tagging
  • Taxonomy Classification
  • Text Analysis
  • Topic Clustering

Customer Support Tickets Analytics Reviews Recently Reviewed!


Exactly what we have been looking for!

Sep 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to set up - the default data model was much more powerful than expected.

Easy to build specific models and datasets

Correlation of CSAT scores tied to very granular segments within our products

Will also be used by our developers and our product teams to track effectiveness of feature releases etc.

Cons: This section was difficult to populate.

You have to contact them to create a user, but they are very responsive and helpful.

It's a bit light on the knowledge base content, but again they are very responsive and helpful.

Overall: We have been capturing tons of support ticket data for years but never had a succinct way to drill, visualize and extract until now.

The default modelling is very powerful, I just pointed to our CRM and once the model processed the data we had great insight. Now that we have some more specific models built we can finally leverage this archive of data as well as track trends, monitor performance of new software and hardware releases. It even associates the CSAT scores of each agent to very granular subsets of data.

It would be hard to imagine going back to the old, tedious and inaccurate ways we used to extract data in the past.

Excellent work by the team at CX Moments!

Very easy to understand, and helpful to my business

Jul 09, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Pros: Its easy to navigate through the system, and find the information you are looking for. It so far has been the best product for my team to get information about our users effectively.

Cons: Takes a little time for the product to analyze your data - but well worth it. So far I wouldn't really change anything.

Overall: Customer feedback

Great product allows us to quickly an efficiently what customers are saying about our products.

Jul 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: CxMoments takes vast amounts of data and turns it into actionable information without the need to pull up each case individually.

Cons: Lack of tutorials stings at first but once you get used to navigating the options it will become second nature.

Overall: Quick ad efficient data analysis.

Helps a lot with performance management

Jul 09, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Extremely
Likely

Pros: Centralized view of entire FreshDesk plus the ability to report on issues raised plus the graphics that be used in reporting

Cons: Some features would be helpful like selecting a status to be able to report on tickets generated per status. Current open tickets as an eample