Performance, support outcomes, and customer trends

klaxify combines day-to-day service metrics with ecommerce signals so teams can act before a customer issue becomes a fulfillment or retention problem.

Performance dashboard

Open Analytics to review actual tenant-scoped data, including:

• total and open conversations;
• average first reply and average resolution time;
• one-touch resolution rate;
• AI-touched conversation rate;
• CSAT average and low-score recovery cases;
• channel, intent, and assignment mix;
• fulfillment-window risks;
• voice-of-customer trends.

Response and resolution targets use the business hours and priority rules configured under Settings. Normal, high, and urgent conversations can have different targets. klaxify calls them workspace targets—not SLAs—unless your organization explicitly treats them as contractual commitments.

Verified and modeled support outcomes

Financial impact is deliberately split into two groups:

• Verified provider outcomes come from completed commerce actions with provider evidence.
• Modeled support influence is a manager-entered estimate for assisted sales, retained revenue, replacements, discounts, or opportunities.

Modeled amounts never appear as verified revenue. Managers can record a modeled outcome from the conversation’s More menu and include the evidence behind the estimate.

Fulfillment-window protection

The Orders page and Operations Center highlight open address-change and cancellation requests tied to unfulfilled orders. These signals help your team act before fulfillment makes the change harder or impossible. Open the linked conversation to review the request, order state, and governed Shopify actions together.

Voice-of-customer alerts

Analytics compares recent support categories with the prior period. A trend alert appears when a topic has enough volume and rises materially. Every signal stays linked to the underlying tenant conversations so the team can investigate the evidence instead of relying on a black-box score.