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Full insight into how your customer support performs
Sarrai measures every conversation. You see which answers score well, how fast customers get helped, where your knowledge base still has gaps and how your support performs per agent and per company. That gives you clear numbers that help you improve your service a little more every week.
You can't improve what you don't measure
Most teams have a gut feeling about their customer support, but no numbers. Do customers get answers quickly? Which questions keep coming back? Where does your AI fall short and need a human? And which customers cost the most time?
Without those answers you're steering in the dark. You don't know where to adjust, you can't evaluate your team on solid ground, and knowledge gaps stay invisible until a customer trips over them again. Sarrai puts it all in view automatically, from the very first conversation.
One report, four kinds of insight
Which answers score well and which don't
Customers tell you with one click whether an answer helped. Sarrai turns that feedback into a clear satisfaction score and shows you exactly what percentage of answers got a positive rating. More importantly: you see precisely which answers got a thumbs down, so you can fix things on purpose instead of guessing.
- Customer satisfaction and the share of positively rated answers at a glance
- The actual conversations behind every negative rating, to learn from
- Trends over time: is the quality of your answers improving or slipping?
How fast and efficiently your team works
Speed shapes how customers experience your support. Sarrai shows the median time to a first answer, how long it takes for a customer to reach a human, and how many conversations escalate to an agent. You also see those numbers per operator, so you know who's busy and where your team makes the difference.
- Median response time and median time to a human answer
- How many conversations the AI handles itself and how many escalate
- Performance per agent: handling time, volume and resolution
Which knowledge your customers look for and where the gaps are
Every question tells you something about what's on your customers' minds. Sarrai shows which knowledge base articles get consulted most and what the most popular topics are. Just as valuable: you see where the gaps are. Those are the questions Sarrai can't answer well yet because the knowledge is missing.
- The most consulted articles and the most popular topics
- Knowledge gaps: questions Sarrai can't answer yet
- Which knowledge your customers seek but isn't unlocked yet
Insight per customer and per company
Not every customer is the same. Through the CRM section you see which companies ask a lot of questions and how your service scores per customer. That way you spot your most demanding accounts, safeguard the service for your key customers and back up support conversations with real numbers.
- Which companies ask the most questions
- Average handling time and time to first human response per company
- Service per account, so you keep an eye on your most important customers
Everything you see at a glance
The reporting is ready from the very first conversation. You don't build dashboards and you don't export data. The numbers that matter are simply there.
Median response time
How long it takes, on median, for a customer to get a first answer, from the AI and from a human.
Time to a human
How long it typically takes for a customer to reach an agent after an escalation.
Customer satisfaction
Your customers' feedback score and the share of messages with a positive rating.
Escalation rate
How many conversations the AI handles itself and how many go to an agent.
Per operator
Handling time, volume and resolution per agent, to evaluate your team on solid ground.
Per company
Number of questions, handling time and time to first human response per customer via the CRM.
From insight to action
Numbers are just the beginning. The beauty of Sarrai: the knowledge gaps the reporting reveals are turned straight into concrete proposals to improve your knowledge base. Sarrai spots where things went wrong and writes the proposal for you. That way every insight becomes an improvement, without you having to spend half a day on it.
Discover the approval inboxFinally know how your support really performs
Start with Sarrai today and get full visibility into your customer support from the first conversation. Thirty days free, no setup required.
