Manage customer service on data from Reports, not gut feeling
You know the message volume is growing. You feel that one agent is overloaded. You suspect one product is behind half your complaints. But do you have the numbers to back it up? Reports in Responso turn your daily customer communication into concrete data: about your team, your channels, and your products. Data you can base the right decisions on.
Responso helps businesses just like Yours
Meet Reports from Responso
Main dashboard: everything that matters in one view
The main Reports dashboard shows you the number of incoming and outgoing tickets, average first response time, and average overall response time – for any time period you choose. Charts also display a breakdown of messages by channel and by specific accounts within each integration. All charts can be exported – as an image (PNG, JPEG, SVG, PDF), as data for further processing (CSV, XLS), or printed.
Agent report: every team member’s performance under the microscope
The Agents tab shows you, for each team member: number of messages sent, number of assigned tickets, average overall response time, and average first response time. The list can be sorted by any parameter and exported with selected columns. To make response times meaningful, simply fill in each agent’s working hours in their profile. Responso automatically counts time within active hours only – not around the clock.
Day-by-day Reports: when do buyers write most often?
Heatmaps in the Day-by-day Reports tab show at which hours the most new tickets arrive and when individual agents are most heavily loaded. You’ll see whether Monday morning is your traffic peak – or maybe Friday afternoon. These are the data points that drive scheduling and staffing decisions – without any guesswork.
Allegro Reports: which products are costing you the most?
Dedicated reports show which Allegro products generate the most tickets and returns, as well as the reasons behind complaints. From the product reports view, you can jump to the list of specific related tickets with a single click. This data adds a customer service cost dimension to your sales figures and helps you assess the true profitability of every product.
Context, sentiment, and tag Reports
Dedicated reports show the distribution of tickets by context (query type), sentiment (emotional tone of the message), and tags. Find out which topics dominate your customer communication and how buyer mood shifts over time!
Without data, you're managing in the dark
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65%
of customers now expect a faster response than they did 5 years ago – without tracking response times, you don't even know whether you're meeting the standard.
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115%
higher ROI and 93% higher profits are reported by companies that actively analyse customer data.
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23x
more likely data-driven companies are to acquire new customers than those operating without analytics. Be one of them!
What do you gain with Reports from Responso?
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You spot bottlenecks before they become a problem
The day-by-day report shows traffic peaks down to the hour. The agent report shows who is overloaded and who has spare capacity. Instead of hearing about a problem from a customer who waited too long – you see it in the data and act ahead of time. Having the right staff at the right hours is something you can plan – if you have the data to base it on.
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You evaluate agents fairly and objectively
Response time calculated against each agent’s individual working hours, ticket count, messages sent – all in one view, sorted by whichever parameter you choose. Performance conversations with team members are based on numbers, not impressions. And bonuses, targets, and corrections all have solid grounding.
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You know which products are actually profitable
A high-selling product that generates three times more tickets than others may be less profitable in reality than it looks in a sales report. Responso’s product reports – separate for queries and separate for returns – add the cost of service to your sales data. That’s information that can change your decision on pricing, the listing description, or whether to keep selling the product at all.
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You export and combine with your own data
Every chart and every table in Responso is exportable – as a ready-to-use image or as raw data in CSV and XLS format. You can combine Responso data with sales reports, Base data, or HR spreadsheets. Responso isn’t a closed island – it’s data you can take and use wherever you need it.
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One report for all channels
Data on average response time, ticket volume, and traffic distribution cover all your integrations at once: marketplaces (Allegro, Amazon, eBay, EmpikPlace, Kaufland, Erli and more), e-commerce platforms (WooCommerce, Shopify, PrestaShop, IdoSell), e-mail, and social media (Facebook, Instagram, WhatsApp). No need to gather data from multiple places and merge it manually – everything is already together.
FAQ
Frequently asked questions
Statistics in Responso are collected data on customer service that enable analysis of response time, number of inquiries and team work efficiency. They help manage and optimize service processes, which translates into higher customer satisfaction and ultimately better sales results.
Monitoring service quality allows you to quickly identify problems, improve response time and team efficiency, which affects positive customer experiences and their loyalty to the store.
You can analyze the number of new tickets, response time, employee workload, traffic sources, as well as products generating the most inquiries and returns.
Yes, Responso enables evaluation of agent performance through measurement of average response time and number of inquiries handled. This helps better manage the team.
Yes, the platform offers reports showing the distribution of inquiries over time, which allows you to optimize team work during the most intense periods.
In Responso you can generate reports on customer service workload, average response time, agent performance, traffic from individual channels, as well as products generating the most inquiries. For each report, you can select a time period, and completed reports can be exported in graphics format (PNG, JPEG, PDF) or data format (CSV, XLS).
Currently, Responso offers predefined reports. There is no option to create fully custom reports, but we are planning to develop the reporting module in the future to offer even more customization options.
No, Responso does not support automatic report generation and sending by email. However, you can export completed reports to disk in your chosen format (graphics or data) or print them directly from the panel.
Yes, thanks to statistics analysis you can improve customer service, identify products requiring attention and optimize sales activities, which translates into increased sales and customer loyalty.
Your customer service data is waiting – start reading it!
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