Use Cases

These are some Support use cases that you can solve with OmniPanel.

Customer Feedback From Product Launch

Imagine you are a DTC apparel company that recently launched a new line of jackets for the first time. You want to analyze important customer feedback about how they view your marketing campaigns, use of the product, sizing and fit, and the resulting repurchases. Ordinarily, you would have to copy and paste the customer comments and questions by hand into a spreadsheet. But with OmniPanel, you can directly pull the relevant pieces of information automatically to complete your report.

Support
Reviews
Orders
Customers

Product Defect Tracker

Imagine you're a D2C apparel company tasked with tracking cases where customers had sizing issues with particular products. Ordinarily, you might manually sift through your helpdesk, log case data onto a spreadsheet or submit a google form every time a specific case came in, and then add contextual data of that customer from the rest of your tech stack. But now, you can do this all with a click of a button on OmniPanel.

Returns
Support
Orders

Marketing Winback Campaigns

A batch of one of your newly introduced products was defective. You want to identify which customers were affected and directly reach out to them as part of your win-back strategy to keep their business. The problem was finding which customers were affected and how to contact them. An additional layer of difficulty was that the various ways customers responded to the issue differed. Some cases are located on your helpdesk, while some data are on your returns platform. There were even cases of customers complaining about the product online but never filling out a support request.

Customers
Returns
Support

E-Commerce Lost Packages Reporting

You see a spike in support tickets over the last month, and your CX team wants you to investigate further. Looking into the cases, you see that the majority of customers reached out because of lost packages.

Orders
Support

E-Commerce QC Returns Reports

Imagine you are a D2C clothing company. You noticed a spike in your overall return rate in the last month. While the CX team managed the escalations directly, you want to investigate the underlying reasons for this spike and see if there was an explanation for this rise of returns all of a sudden. You hope that understanding the causes here could prevent returns in the future.

Returns
Support