Link your entire e-commerce stack together and power your customer led operations.
Clarity across orders, returns, support tickets, shipments, subscriptions, marketing campaigns & more
Highlight your key recurring customer themes. Organize and track all initiatives originating in CX. Customer-centric culture starts with CX tools to support a highly cross functional work flow.
Bundle key customer quotes to add a storytelling layer missing from data-centric dashboards. Help internal teams better understand and engage with key CX initiatives, and put the customer voice first.
Tracking and reporting issues in OmniPanel means the burden of proof doesn't need to fall onto CX. Bundle all the cases and evidence of a particular customer issue in a few clicks. Move the CX agenda forward quicker with data context & evidence at your fingertips.
Keep suppliers, warehouse, & 3PLs accountable. Quantify & track instances of lost items, order inaccuracy, & warranty claims. Claw back $ when they fall short.
Quickly understand customer data and feedback by products, styles, skus, and more.
Product teams take action fast with data context across support, reviews, returns, exchanges, subscriptions, marketing etc.
Create the most powerful audiences based on any data record across your entire stack.
Find all your customers with a specific characteristic in common and drop them into a thoughtful e-mail or sms campaign.
One workspace for cross-functional reporting and collaboration with internal teams.
Get beyond support metrics like CSAT, FRT, NPS and track agent performance against dollars sold, retention & LTV.
Endless opportunities with OmniPanel.
In an age where online customer reviews are more accessible and influential in the purchasing decision than ever, knowing what actions led to the most vocal and supportive customers is vital to creating a vibrant community around your product. After all, how a customer is acquired often influences the customer-company relationship. Imagine identifying the promotions that lead to your most vocal, loyal supports. With OmniPanel, you can pull that up with a click of a button.
We've always measured marketing campaigns based on how many orders they've created. And while driving revenue is always the key metric, in an age where online customer reviews are more accessible and influential than ever, knowing what leads to the most vocal and supportive customers is vital to creating a vibrant community around your product.
While the product team can do as much testing as possible before launch, there will inevitably be problems when customers get their hands on the product. Each support request or piece of feedback is like a puzzle piece in highlighting where your product may have deficiencies. But like any puzzle, you have to organize the pieces first. How many of the support requests had to do with defective packaging? How many were shipping issues? Doing so will let you see the overarching insights that your team can take action on.
A good CX agent is the most valuable asset in managing an unsatisfied customer. Prompt, empathetic, and effective responses to a customer's requests or complaints can make a customer more loyal than before, whereas a lousy response will guarantee that the customer churns. How can we determine which CX agents are top performers and who need more training or mentoring? The main metric is first agent response time, which tracks how quickly an agent responds to an escalation. It does NOT measure whether your agent was successful nor includes valuable contextual information to give you insights into how your agents perform. But what if we can create our own performance indicators?
Having a customer cancel a subscription is always a blow to the company. After all, recurring-revenue models are the best way to boost Customer Lifetime Value, and you often have spent a lot of effort in acquiring and maintaining a solid customer relationship with your subscribers. Therefore, you must understand why a customer canceled their subscription: how did the customer feel unsatisfied? Is this a one-off case, or are other products leading to higher rates of cancelations? Having all your customer data in one place will help you figure these questions out.
Customers expect e-commerce businesses expected to efficiently and flawlessly deliver orders directly to their doorsteps. Therefore, acing the logistics and operations aspects of your business is the backbone to success within E-Commerce. Imagine you are a DTC subscription snack company that sends out boxes each month to your customers. You want to plot out where the future orders are going by region to help you optimize deliveries.
While we consider returns a negative, they can offer valuable information for your business. Return data is one way to get accurate feedback on your product. Customers are incentivized to return a product that didn't meet their expectations, compared to a survey that a customer might breeze past or ignore. On the other hand, customers directly say "I'm not satisfied" when they return an item, therefore highlighting any weakness in your customer journey. Imagine you are a DTC glasses company. You're interested in seeing what products are returned and trying to find a commonality between returned items. However, the sheer volume of support tickets and refund requests is overwhelming. You ask yourself if there's a better way to do this.
As you scale up your sales, it can be more challenging for your team to uncover and respond to underlying customer problems. Fortunately for you, the data to point you in the right direction already exists within your tech stack. All you need to do is organize and consolidate it in one easy-to-interpret place. Let's say you are an E-Commerce clothing brand. You want to be able to track what products customers are returning and why.
Returns are an inherent part of e-commerce businesses, from broken packages to customers having the wrong product expectations. However, the way many companies view these returns is on a case-by-case basis; this loses you the bigger picture and prevents you from connecting the dots of underlying issues that affect vast swathes of your customer base. Imagine you are a DTC apparel company. You want to see what categories of customers return items, ranging from repeat versus new customers or by CLV or marketing cohort. Knowing which customers are returning items will help you uncover customer insights and highlight hidden customer friction points.
Your goal for this quarter is to reduce severe delays for your customers. You think you can achieve this by developing a system to notify you and your team any time an order is in status processing for more than a week. Your team's process is to manually check the status of the orders with the order date. However, it quickly dawns on you how hard to do this at scale.
Imagine you're working at a rapidly growing D2C electronics company. A few customers reached out complaining that their items from a recent sale were damaged. You want to investigate to determine why so many users are having this problem. Ordinarily, you would sift through Shopify, your Returns software, and your Helpdesk to manually put the information in a spreadsheet. But now, you specify the proper parameters within Omnipanel to generate the report.
You noticed a spike in your overall return rate in the last month. You want to figure out which products are driving returns so you can better select your purchase orders for next season.
Your company recently launched a new version of a popular but sometimes tricky product. The product was a popular seller but had a lot of returns and lots of support questions. This ate away at the gross margins for the item, so the product team launched a new version that tried to reduce the friction points customers had. The Product and CX teams now want you to analyze if the changes reduced support requests and improved cost savings.
You are a DTC CPG food company. Although most customers buy your items individually, your company wants to promote sign-ups for a subscription service. Marketing previously launched a campaign advertising the service. You are tasked with investigating the factors driving sign-ups and recommending ways to grow them for next year.
Your Customer Success team notifies you that they noticed a spike in subscription cancellations over the last two months. You want to investigate what type of users are canceling, what is driving the cancellation, and what teams need to address the issue.
For subscription DTC businesses, a focus on retention and improving CX to reduce subscription cancellations is key to boosting LTV and margins. Let's imagine your business is a subscription CPG product. You want to know a breakdown of what products customers were subscribed to when they canceled and the breakdown of cancellation reasons related to each product in relative terms of total subscriptions.
Imagine you're working at a D2C apparel company. As sales rapidly grow, you want to make sure that there aren't any increased customer problems. Ordinarily, the CX team manually logs cases and builds a report at the end of each month, sifting through Shopify, Gorgias, and Loop to manually pull the information. But now, you specify the proper parameters within Omnipanel to generate the report with one click of a button.
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.
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.
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.
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.
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.