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Web Page Airtime Customer Service Analytics Dashboard

Desciption

Dashboard Title: Airtime Customer Service Analytics

Overall Summary: This dashboard provides a comprehensive overview of customer service analytics related to Airtime queries. It includes insights on topics by sentiment, predominant sentiment, queries by platform, recommended solutions by week, query status by week, and more.

Benefits: This dashboard provides valuable insights to customer service teams, allowing them to better understand customer needs and preferences. It also helps to identify areas of improvement and optimize customer service operations.

Who Can Benefit: Customer service teams, customer service managers, customer service analysts, customer service representatives, customer service strategists, and customer service directors can all benefit from using this dashboard.

Benefits: This dashboard helps customer service teams to better understand customer needs and preferences. It also allows them to identify areas of improvement and optimize customer service operations. Additionally, it helps to identify trends in customer service queries and provides insights into customer sentiment.

Data

Airtime
Other
Data
Query
Total Responded Queries
2,413
Coverage/Network
CUSTOMER SERVICE
Tagged/Mentioned
Free Twitter
Topics by Sentiment
General complaint
Customer service
Subscriptions
Simcard
Compliment
Contract query
WhatsApp
Contract Application
Billing
Twitter
1,520
307
265
225
21%
151 25%
145
135
126
111
94 22%
71
18%
64
55
52
42
23%
38
37
31%
52%
33%
24%
95%
570
76%
79%
9316
74%
86%
74%
73%
56%
69%
76%
22%
18%
Predominant Sentiment
Negative
Queries by Platform
Facebook
889
709
Recommended Solution By Week
Recommended sol…
MyMTN App
Coverage team
Twitter Bundle
Y’ello Trader
Sponsorships
Careers
My MTN Offers
6
Xtra-time 6
Contracts 4
Switch to MTN3
WhatsApp Bundle 3
Weekly Data Bundle 12
Eazi Recharge 1
Made For Me 1
MTN Fibre 1
Spin ‘n Win
1
11
23
19
46
68
75
800
600
400
200
7/30/2018
Date query received
Last 30 days
Predominant Topic
Airtime
8/6/2018 111
Instagram
2
Query Status by Week
232
253
8/13/2018 130 124
183
008
198
8/20/2018 173
220
165 129
8/27/2018