Understanding customers can be tricky. Figuring out what they feel, want, and are trying to express can seem impossible. But what if there was a way to decode it all? That's where Reports come in.
Reports provide an in-depth look into customer reviews and actions, allowing you to select specific timeframes to dig into the details of your business performance. They help answer essential questions like:
What’s the overall sentiment of the reviews?
How many reviews are still awaiting a response?
What’s the average response time?
What words or phrases do customers use to find your business?
How do customers learn about your business—through website visits, phone calls, or map clicks? And that’s just the beginning!
In short, these reports give you a comprehensive view of where your business stands regarding reviews and customer engagement.
Now, let's explore why all of this matters.
Why analyze reviews?
Because analyzing involves measuring valuable insights. Peter Drucker, the father of modern business management, said best, “You can’t manage what you can’t measure.” Ignoring this can cost you a lot.
In business, keeping track of the number of reviews, dividing them into positive, neutral, and negative categories, and analyzing them helps understand how customers feel about your business. This enables you to cut through the noise and plan to improve areas that need improvement.
Why analyze customer actions?
Customers leave reviews after engaging with your business, which you can analyze later. But what about the actions they take before engaging with your business? Those are just as important!
Understanding how customers find your business, the information they seek, and the paths they take allows you to make smarter predictions for the future. For example, if you notice a spike in phone calls on certain days, you can prepare for a busier day or ensure your inventory is well-stocked.
Moreover, analyzing customer actions lets you tailor their experience to match their preferences. If a particular keyword is frequently used to find your business, incorporating it into your website and Google Business Profile can boost your local SEO ranking.
Benefits of Reports
By digging into the ins and outs of business performance, you can enhance the entire customer journey—from their first bit of research and initial interactions to sharing feedback after a purchase. Here’s how reports can help.
Compare business locations
Wondering why one business is thriving while another struggles, even when offering the same product or service? It’s a common question for many business owners. If you’re in this boat, it might be time to compare your business locations using key factors like sentiment summaries, response trends, response times, and more.
By doing this, you can spot what’s working, identify areas that need improvement, and step in to offer support where it’s needed.
Download in a universal format
You can easily download your reports in a simple, structured format: CSV. This makes it a breeze to integrate your data with business intelligence (BI) software, helping you make smarter decisions. Say goodbye to manual data entries, the risk of human error, and save your valuable time.
Seamless report scheduling and emailing
Effortlessly stay in the loop with your business updates! Imagine keeping your team and stakeholders informed about how well your reviews are managed and what your customers think—without doing a thing. Just set up your criteria, like timing, format, and who should receive the reports, and they'll be sent via email automatically on a regular basis.
Store reports for easy access anytime
You can schedule these reports to be stored in Zoho Publish for your preferred timeframe and ensure you always have access to accurate business data. With stored reports, you can track trends over time, and compare past and present performance—without worrying about deleted or updated reviews changing the picture.
Wrap up
Reports is your go-to tool for unlocking opportunities to improve customer experience with data-driven insights. With these insights, you can make informed decisions that directly benefit your business. To access Reports in Zoho Publish, click My Profile at the top-right corner and select Reports.
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