What’s new: Data insights in the dashboard

The Localz dashboard provides a simple interface to keep track of jobs, operatives, customers and feedback. 

The latest update gives you high level and granular insights into job outcomes, staff engagement, and customer satisfaction. 

Data insights will help your team to:

• Optimise service delivery using historical insights.
• Celebrate your team's successes and flag causes for concern.
• Monitor the ROI of customer engagement.
• Tailor insights to your business needs and customer journey.

What's new at a glance

• Job summary tab: See activity at a glance including active job outcomes, team engagement and customer satisfaction.

• Customer engagement insights: View current and historical data for customer chats, feedback and live tracking.

• Operative insights: See your team’s Localz usage, job volumes, and customer feedback ratings.

How data insights add value

With data insights, you can visualise key metrics to make data-driven decisions about the day of service. 

Historical insights help you to track KPIs and optimise service accordingly. Identify where teams are meeting their goals, and where there’s opportunity for improvement. 

Need to know how customer engagement is impacting operations? Use the dashboard to track job outcomes, operative usage and customer interactions.

Data can be structured using configurable tags, which segment the data to match your business structure. For instance, you might filter reports by team, location, region, manager, or operative trade.

Data insights features

Job summary

The jobs tab gives you an at-a-glance summary of the day of service, how it’s going and what’s coming up.

• Filter based on date range and custom filters. Easily export the data you need.
• Quickly see how many jobs are actively using Localz for customer communication, and the reasons for any non-active jobs.
• View job outcomes at a glance, including insights tailored to your job workflows, such as reasons for failed jobs.

Customer engagement insights

Find out how customers are engaging with your business, and how they rate their experience.

Feedback

If you’re using Rate My Experience (here’s why you should be), the feedback tab breaks down key feedback metrics.

• Filter based on date range and custom filters. Easily export the data you need.
• Measure the conversion rate through the feedback process to identify blockages and optimise communications accordingly.
• Easily see how many customers have responded to feedback requests and how ratings are distributed.
• Break down the answers to survey questions for a snapshot of customer sentiment. 

Chat My Way

The chat tab breaks down the key metrics you need to keep track of chats between customers, operatives and office staff.

• Filter based on date range and custom filters. Easily export the data you need.
• Quickly see how many chats have happened, your response rate and average response time.
• Break down what kind of chats are happening, who’s initiating the conversation (the office, the mobile operative, or the customer), and whether your team is responding.

Live tracking

The live tracking tab shows data about jobs that used On My Way tracking.

• Easily see how many jobs used On My Way tracking, and a breakdown of the outcome of those jobs.
• Find out how many On My Way tracking links were shared, how many links were opened by the customer, and how often customers clicked on the links.

Operatives

Within the operatives tab, you can easily monitor customer feedback, job outcomes and Localz usage for individual operatives, or aggregate data based on tags.

• Filter based on date range and custom filters.  Easily export the data you need.
• Easily view key metrics for operatives, including job volumes, Localz usage, ratings volume and average customer rating.  
• Aggregate data based on operative tags such as region, trade,  or manager. 

Getting started with data insights

Here’s how to add data insights to your service delivery toolkit:

• Already using Localz? Ask your Customer Success Manager about the latest features.
  
  
• Partner with Localz? Get in touch to add data insights to your service delivery offering.
  
  
• New to customer engagement? Book a chat with one of our experts to find out how we can help.