Karo makes the most of your data
Karo absorbs your information, website data and anything else you choose to feed it to answer questions and provide a service to your customers 24 hours a day, 7 days a week. But what happens to all that insight your phone and in-person team can give to content producers?
That insight is really valuable to ensuring the information flows from event contracts, house managers and bar teams to customers in a structured way, so that if it’s your customer’s first time visiting, they get the experience you want them to have. Taking the human out of that shouldn’t mean all that expertise and insight goes away.
We thought – why not make these chats useful beyond the initial enquiry?
Karo carefully summarises the conversation, provides a reflection on if the query was resolved or not, and the overall topic. This summary consolidates the whole chat down to an overarching subject i.e accessibility, availability, refunds etc. As well as a summary, Karo implants other helpful metrics you would expect like time and date of the conversation.
All this data is stored in your account and becomes available to your dashboard instantly. From here you can explore all conversations, as they happen in the interface – so you can analyse each chat individually should you wish to or simply use this as a high level summary of what types of conversations are happening at any given time.
Our dashboard also offers an interactive analytics platform so that you can dive into higher level data. For example, you can assess if there are continuous trends at certain times or the day. You have the option to explore by dates, times and subject to understand customer enquiries on a micro or macro level.
We also think this is an incredibly powerful tool to help drive continuous improvement of the information made available on websites. Being able to critically analyse the types of messages and intent that is being asked will show where you need to surface information to customers in a more intuitive way.
Always being asked about running times? Surface that more prominently on event pages or in pre-show emails. Having significant enquires about access facilities? This warrants having this information positioned more strategically – perhaps on the homepage.
Over time, SynapTix will look at sector wide trends with the promise to share analytics that will support the constant evolution of digital content curation, in the hope of aiding all customers to have the best possible digital experience.