Small and mid-sized businesses
- A weekly summary in plain language
- The few things worth fixing first
- No analysts or dashboards to maintain
Alya Insights
Hear what every customer is telling you.
Every call, message and review becomes insight: why customers get in touch, where they get stuck, how they feel, and what to fix first. In plain language, every week.
This week's customer experienceExample
Why are cancellations up this month?
Most cancellations mention the new parking rules at King St. A one-line note in reminder texts would likely help.
Why customers got in touch
How customers felt
HappyNeutralUpset
01
Every conversation, understood
Conversations on every channel are summarized and tagged by reason, sentiment and outcome, including the ones your team handles.
- Reasons customers get in touch
- How they felt, and how hard it was
- The outcome of every conversation
Conversation summaries
Rescheduled · happy · resolvedCall
Pricing question · neutral · bookedText
Billing complaint · upset · handed offEmail
Directions · happy · resolvedWhatsApp
02
Ask anything
Ask a question in plain English, like "Why are cancellations up this month?", and get an answer with the conversations behind it.
- Plain-language questions
- Answers you can check
- Findings you can share
You
Why are cancellations up this month?
Insights
Most mention the new parking rules at the King St. location. The front desk has been explaining them case by case. A short note in reminder texts would likely help.
03
Know what to fix first
Insights ranks the issues that cost you the most customers, and suggests what to change, from a policy to a single answer.
- Opportunities, in priority order
- Recommendations you can act on
- Progress tracked over time
How it works
From first conversation to live, together
- 01
Connect your channels
Calls, messages, email and reviews, including the conversations your team handles.
- 02
Understand every conversation
Each one summarized and tagged, in plain language.
- 03
Recommend
The issues that matter most, and what to do about them.
- 04
Review together
A monthly CX review with your CX lead to agree what to change next.
Where it helps
Built for the moments that matter
The weekly CX report
What customers needed this week, what went well, and what didn't.
Catch problems early
Spot a new issue on day two, not month two.
Test a change
See how customers react to a new policy, price or process.
Coach your team
Find the conversations worth learning from.
Compare locations
See where the experience differs, and why.
Report to owners
A clear picture of the customer experience for the people you answer to.
For every size of business
From one location to thousands
Enterprise
- Every channel, team and location in one view
- Comparisons by location, region and brand
- Exports to your own reporting tools
You stay in control
Your rules, every time
Nothing goes live until you've approved it, and you can change the rules whenever you like.
- Which channels and conversations are included
- Who can see what
- How long conversations are kept
- Personal details masked in reports
Outcomes
What we measure together
- 01
Reasons for contact
Why customers get in touch, and how that changes.
- 02
Customer sentiment
How customers feel across every channel.
- 03
Repeat contact
Customers who had to get in touch more than once.
- 04
Issues resolved
Problems found, fixed, and confirmed as fixed.
Questions
Common questions
Does it include conversations my team handles?
Yes. Calls, emails and messages handled by people can be included alongside the ones handled by Alya Agents.
Do I need to change my phone or help desk system?
No. Insights connects to the tools you already use.
Who can see the data?
Only the people you choose, with personal details masked in reports where you want them to be.
Is there a human involved?
Yes. Your CX lead reviews the findings with you every month and helps decide what to change.
The platform
Better together
Every product shares the same customer memory, rules and voice.
Talk to us
Let's talk about your customers
Whether you run one location or a thousand, we'll show you where Alya can help, and the simplest way to start.
- A 30-minute conversation with our team
- Shaped around your size and industry
- Clear next steps, if it's a fit