Customers contact your organization from many channels: email, social media, live chat, and phone—sometimes simultaneously. In many companies, insights gained during these interactions are scattered between tools and teams. This forces the customers to repeat themselves every time they reach out. But by consolidating customer profiles and conversations into a shared inbox, omnichannel support enables agents to serve customers in their preferred channels.

Good customer service departments resolve issues quickly and minimize back-and-forth. But that doesn’t happen without analytics. With ticketing system analytics, you can generate reports based on what you’re trying to understand. For example, you can quantify the amount of time your team spends on certain issues to help inform decisions about where to invest additional resources.