Turn support data into growth levers
Every support conversation is a goldmine to measure and improve the entire customer experience. Spot what matters, act faster, and turn support into a real growth engine.
Time to uncover customer insights
Explore our customer support analytics and reporting solution
Working smarter starts with seeing clearer
An omnichannel analytics to get out of the guess work, no matter the origin
As soon as you start to receive messages, data is collected and reported per channels in your dashboards
Give teams reportings they need to own their impact
Significant things you wouldn't want to miss
Enterprise level-grade security
State-of-the-art cryptography measures to take care of your data.
Up to 30 days free trial
Unlock longer trial through advanced features configuration.
Built for mobile and desktop
No matter what device you choose, we've got dedicated apps available.
See their testimonials and reviews about Crisp customer service analytics software
Emma
Crisp has been amazing and the first thing that really attracted me to, as a techy, was the size of the chat widget.
We chose Crisp from the begining because of its flexibility and level of automations it allowed.
We really enjoy being able to play with the possibility of the api, so much that it has become a mini-backoffice for us.
Hoxton Mix
Reedsy
Crisp has become a central asset for Reedsy, empowering the team to provide fast, personalized responses and make customer support more effective through AI-powered solutions.
Still doubting?
Here is why you should not
See how leading support analytics tools compare. We've made it easy for your company to compare different vendors and help you choose the platform that fits the most with your helpdesk analytics requirements.
Front
Intercom
Freshdesk
Zendesk
Crisp
| Front | Intercom | Freshdesk | Zendesk | Crisp | |
|---|---|---|---|---|---|
| Historical data | |||||
| Omnichannel analytics | |||||
| AI & Automations | |||||
| Custom dashboards | |||||
| Collaboration & sharing | |||||
| Advanced filtering options | |||||
| See detailed comparison | Learn more | Learn more | Learn more | Learn more |
What are the 4 metrics of customer service?
The 4 metrics of customer service are the ones that matter the most for measuring customer support performance as well as customer satisfaction. You can find first response time, resolution time, customer satisfaction score (CSAT), and contact rate.
First response time is the time between the first message sent by the customer and the first answer sent by the support agent. It doesn't relate to when the issue is resolved. It outlines the ability for a company to show reactivity.
Resolution time is the total time it takes for a converastion to be resolved, from the moment they start the conversation until it is completely resolved. Resolution time can be timed in minutes, hours, or days. It outlines the ability for a company to provide efficient support, aiming at decreasing the average number of message sent before conversation is closed.
Customer satisfaction score is a survey sent after each interaction with the customer support to measure customer satisfaction. Rated out of 5 and combined with a comment, it's the perfect tool to get direct feedback from customers. It outlines the ability for a company to understand how good your team is perceived by customers.
Contact rate measures how often your customers reach out to your support team. Measured in percentage, it's the perfect metrics to measure your products' ability to offer a self-service experience.
What is customer service analytics?
Customer service analytics refers to the process of measuring, tracking, and analyzing data from support interactions, not only to improve team performance and customer satisfaction, but also to inform product and business decisions. Every conversation reveals insights: recurring bugs, feature gaps, onboarding issues, or churn signals. Yet this data is often underused, siloed across department or inboxes, or lost in task management projects.
Done right, customer service analytics becomes a strategic asset. It helps support managers identify what slows teams down, where quality drops, and how to coach support reps more effectively. It gives C-levels a direct line to the voice of the customer, one that goes beyond surveys or dashboards.
Far from being just operational, support data fuels roadmap prioritization, hiring decisions, and long-term customer experience strategy. That’s why high-performing teams now treat analytics not as a report, but as a lever for growth.
Why is analytics important in customer support?
Analytics and reporting are essentials to customer support performance because it brings clarity to what happens during customers' support experience. It gives a clear view on where the experience fallsdown, which topic creates friction, and how your team performs over time. With the right key performance indicators, support managers and company leaders can better leverage their team performance but also share more feedback to other company's department.
By filtering data, you move out of the guesswork and start drill drown into what really matters for your customers. Analytics is a key part of a customer support manager work and shouldn't be neglected when it comes to show why customer support is not just a cost center but a growth lever.
How to choose your next customer support analytics solution?
Omnicanality
Your support doesn’t happen in one place, your analytics shouldn’t either. Choose a solution that brings together chat conversations, emails, socials, and more, so you can track customer service end-to-end. The right platform connects every touchpoint, making it easier to detect patterns, measure consistency, and improve service across the board.
Real-time
Collaborative
Actionable
Integrated
Customizable
How does it work?
1Data aggregation
2Customize
3
