Customer Data
- Total customers — Unique customers who have contacted you
- New vs. returning — First-time contacts vs. repeat customers
- Contact frequency — How often customers reach out
- Channel preferences — Which channels customers prefer
- Common topics — Most frequent enquiry types
Trend Analysis
Identify patterns in customer behaviour to proactively improve your support:
- Spike in contacts after product launches or promotions
- Recurring issues that could be resolved with better documentation
- Seasonal trends in ticket volume
- Geographic or language distribution of customers
💡 Tip: Use customer insights to feed your knowledge base. If many customers ask the same question, create an article or FAQ entry for it — and train ZIA to handle it automatically.