Customer conversations hold the signals you need to improve support quality and team performance. With Convo’s Customer Support mode, you can bring in tickets and chat threads to get structured, actionable AI insights tailored to support operations.
What You’ll Learn
- Response Time & SLA: Track first response time and adherence to SLAs across conversations
- Resolution Efficiency: See first‑contact resolution, back‑and‑forth count, and blockers
- Sentiment & CSAT Signals: Measure sentiment shift from open to resolved and likely CSAT drivers
- Empathy & Clarity: Assess tone, empathy markers, and clarity of explanations
- Action Items: Identify next steps, ownership, and follow‑ups to prevent reopen
"Convo turns raw support transcripts into coaching insights and operational metrics—so teams can resolve faster and keep customers happy."
Step-by-Step: Analyze Your Support Chats
Import conversations from your helpdesk or channels (e.g., email, WhatsApp, SMS, Messenger, Telegram). Then switch the AI mode to “Customer Support” and generate insights.
Step 1: Import a Conversation
- Open Convo and pick the import option for your channel (Email/WhatsApp/Telegram/SMS, etc.)
- Select your exported file or paste the transcript; confirm agent and customer identities
- Wait for parsing—Convo prepares the thread(s) for analysis on your device
Step 2: Switch to Customer Support Mode
- Open the AI panel and choose Customer Support
- Click Generate AI Insights
- Review the cards for Response Time & SLA, Resolution, Sentiment, Empathy & Clarity, and Action Items
What Each Card Shows
Response Time & SLA
First response time, average response time, and SLA adherence with outliers highlighted.
Resolution & FCR
First‑contact resolution likelihood, message turns to resolution, blockers, and escalation risk.
Sentiment Shift & CSAT
Beginning vs end sentiment, frustration spikes, delight moments, and predicted CSAT drivers.
Empathy & Clarity
Acknowledgement, tone, clarity of steps, and examples/screenshots requests.
Action Items & Next Steps
Concrete next steps, ownership, due dates, and suggested macros or knowledge base updates.
Tips for Better Results
- Include full context (opening message through resolution) for accurate SLA and sentiment analysis
- Group related threads for the same ticket to capture escalations and handoffs
- Re-run insights after an update or reopen to compare metrics
Ready to Analyze Your Support Conversations?
Open Convo, import a conversation, switch to Customer Support mode, and generate insights. Get clear metrics and coaching takeaways in minutes.
Start Support Analysis