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Customer Service Analytics Software

Intelligent Service Analytics

See whats happening across every service interaction and take action where it matters most. Bring together customer feedback, sentiment and performance data into one clear view. Spot trends in CSAT and NPS, monitor rep and AI agent performance and stay ahead of customer needs. With insights built into the flow of work, your team can deliver proactive, personalised support that customers love. Built on the Headless 360 platform and powered by Agentforce, its how you turn every customer signal into a better experience.

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What can you do with your new customer service analytics software?

Track service performance, catch problems early and make every customer experience better with intelligent service analytics powered by real-time business and customer data.

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Boost loyalty with customer signal data.

Customer Signals Intelligence

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AI-Powered Sentiment Analytics

Deliver customer experiences that drive loyalty with actionable feedback and sentiment insights. By capturing customer signals from every service interaction, your team can spot trends, fix problems fast and personalise support before issues affect your service experience. Its smarter service, powered by the data you already have.

Customer Signals Intelligence dashboard showing CSAT summary, topics and sentiment trends. [Customer Signals Intelligence dashboard showing CSAT summary, topics and sentiment trends.]

Agentforce for Service

Improve service productivity and CSAT by helping teams take the right actions, faster. Use Agentforce to fill in knowledge gaps affecting customer satisfaction by summarising issues affecting sentiment, generating knowledge articles and delivering actionable guidance to service leaders and representatives.

Agentforce showing a summary of key service insights. [Agentforce showing a summary of key service insights.]

Customer 360 Data

Personalise every service experience with customer signal insights and data across the customer journey. By combining sentiment trends, engagement history and survey feedback from every channel, your team can spot issues early, understand customer health and take action to boost CSAT at every interaction.

Sentiment insights directly in the Service Console. [Sentiment insights directly in the Service Console.]
Customer Signals Intelligence dashboard showing CSAT summary, topics and sentiment trends. [Customer Signals Intelligence dashboard showing CSAT summary, topics and sentiment trends.]
Agentforce showing a summary of key service insights. [Agentforce showing a summary of key service insights.]
Sentiment insights directly in the Service Console. [Sentiment insights directly in the Service Console.]

Improve customer experiences with unified feedback data.

Feedback Management

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AI-Powered Surveys

Improve CSAT, NPS and every customer experience with survey feedback across every service channel, including email, chat, SMS, WhatApp and more. Use AI to build and send surveys fast and tailor them to each customer, then adapt questions in real-time based on your customer responses.

A survey asking a customer to rate their experience between one and ten [A survey asking a customer to rate their experience between one and ten]

Customer Lifecycle Maps

Maximise customer lifetime value across the entire customer journey by tracking CSAT and NPS at every lifecycle stage. Automate surveys to capture feedback at critical moments and proactively improve customer onboarding, adoption, renewals management and more.

A window displaying survey questions at different stages through a customer journey [A window displaying survey questions at different stages through a customer journey]

Prebuilt Analytics Dashboards

Make faster decisions that improve service productivity and customer satisfaction with powerful, prebuilt Feedback Management analytics dashboards. Clearly identify customer needs by analysing customer feedback across service channels, locations, industries and other areas important to your business. Measure survey performance to improve response rates and solution ROI.

A graph depicting customer net promoter score [A graph depicting customer net promoter score]
A survey asking a customer to rate their experience between one and ten [A survey asking a customer to rate their experience between one and ten]
A window displaying survey questions at different stages through a customer journey [A window displaying survey questions at different stages through a customer journey]
A graph depicting customer net promoter score [A graph depicting customer net promoter score]
Service Cloud guided tour showing agent console [Service Cloud guided tour showing agent console]
Take a tour of the #1 AI CRM for service.

Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with Apps + Data + AI Agents.

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Complete your service operations solution with products from across Customer 360.

Data 360

Deliver proactive service with a single, dynamic view of every customer by unifying all your data across your business.

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Tableau Next

Make faster decisions using intelligent recommendations and actionable insights from Tableau.

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Feedback Management

Survey employees and customers to surface trends and take action with your CRM data.

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View all products

Service Operations Pricing

Start by selecting your Service Cloud edition. Then, add on Service Operations capabilities at these price points.

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Customer Signals Intelligence

Improve customer satisfaction with customer sentiment analytics.
$ 5
USD/100 Experience Signals
  • 24/7 Omnichannel Sentiment Analysis
  • Out of the Box Customer Experience Analytics
  • AI-Powered Recommendations and Actions
Contact us

Feedback Management - Starter

Improve customer experiences with unified feedback.
$ 13,500
USD/Org/Month
(Billed annually)
  • Salesforce Surveys (100,000 responses)
  • Post-Chat Surveys
  • Merge Fields & Data Mapper
Contact us

Feedback Management - Growth

Automate and analyse feedback at every stage of a customer journey.
$ 46,000
USD/Org/Month
(Billed annually)
  • Unlimited Responses & Post-Chat Surveys
  • Merge Fields & Data Mapper
  • Customer Lifecycle Analytics and Maps
Contact us

This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.

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Hit the ground running with service operations tips, tricks and best practices.

State of Service: AI Agents Edition [State of Service: AI Agents Edition]
Report

The State of Service: AI Agents Edition

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White Paper

Make every service interaction better with smarter, actionable sentiment insights.

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From Insights to Action: How CX Intelligence + Agentforce Boost CSAT & Improve Your Customer Experience [From Insights to Action: How CX Intelligence + Agentforce Boost CSAT & Improve Your Customer Experience]
Webinar

How CX Intelligence + Agentforce Boost CSAT & Improve Your Customer Experience

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Service report [Service report]
Report

The State of Service Report

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Service Operations FAQs

Key features of customer service operations software

Customer service operations software gives reps the right tools to organise and run support work at scale. Its about finding ways to increase productivity while relieving pressure.

Key features to look for include centralised case management, workflow automation, real-time dashboards, and reporting that shows how work moves through your team. These features help your team stay in control as volume, channels, and complexity grow.

Benefits of customer service operations software

Customer service operations software helps reps reduce manual work, improve consistency, and make better decisions using clear, updated, and unified data across your service team. When this tech is implemented at the organisational level, service reps and team leaders can gain visibility into performance, spot any issues early, and stay aligned around common processes. Service software with AI features can enhance reps ability to surface insights, prioritise work, and flag emerging issues, resulting in smoother operations across the team.

What is customer service operations software?

Customer service operations software is the system your reps use to manage how support work gets done across people, processes, and tools. When implemented at the organisational level, the tech brings structure to cases, workflows, and reporting so both reps and team leaders can operate with shared visibility and consistency. With a smart foundation of unified data and workflows, you can streamline your reactive customer service protocols and spend more time improving service quality. Operations software can also put your service team in a better position to scale processes easily as the organisation grows.

How does customer service operations software improve agent productivity?

The right customer service operations software removes friction from daily work so reps can stay focused on solving customer issues. It organises information, automates routine steps, and surfaces the right context at the right time to support better decisions across the team. AI can boost productivity even further with AI agents that suggest next actions, help reps prioritise work, and highlight patterns resulting in fewer manual tasks, faster resolutions, and more confident reps.

What role does AI play in customer service operations?

AI helps customer service operations run more efficiently by reducing manual work and turning data into actionable insights. It can help route work, improve search and recommendations, and surface patterns that matter to both reps and team leaders. When applied thoughtfully, AI supports better-informed decision-making and frees your team to focus on high-value customer interactions.

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