Subscription businesses live and die by their ability to retain customers. But how do you ensure your subscribers stay satisfied, engaged, and loyal? The answer lies in understanding the performance of your customer support efforts—and that’s precisely what the new Hi5 Customer Support Analytics Dashboard is here to help with.
This advanced analytics suite empowers D2C businesses to take their subscription support to the next level with real-time insights. Whether you’re looking to streamline your workflows, increase self-service efficiency, or enhance satisfaction, the Hi5 Dashboard provides the tools you need to transform support into a strategic growth driver.
But first…
What is Cleeng’s Hi5?
Hi5 by Cleeng is an innovative, cloud-based SaaS solution tailored to meet the customer support needs of businesses in the digital D2C subscription industry. Designed to streamline operations and enhance user satisfaction, Hi5 integrates powerful features into one centralized platform. These include a self-service help center, an AI-powered chatbot, a robust ticketing system supported by our dedicated team of agents, and advanced analytics to track and improve performance.
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By enabling multiple channels for end-users to resolve issues and access support, Hi5 not only simplifies problem-solving but also provides valuable subscription analytics to help businesses refine their services. As a core component of Cleeng’s SRM® suite—alongside Core, Merchant, and ChurnIQ—Hi5 plays a pivotal role in optimizing subscription support and elevating the overall customer experience.
Read more: Discover the benefits of opting for an integrated subscription retention management.
Why the new Hi5 dashboard?
Customer support is a critical pillar of any successful subscription business, yet it often lacks the visibility needed to optimize workflows and improve customer satisfaction. The Hi5 Dashboard was developed to address this challenge by offering a centralized analytics suite that delivers real-time insights into subscription support performance, help center engagement, and ticketing trends.
The goal is simple: provide clients with comprehensive insights into user engagement and the effectiveness of self-service support. With the new dashboard, businesses can optimize support workflows, increase self-service rates, and enhance customer satisfaction—boosting both subscriber retention and revenue growth.
Fun fact: Did you know that 59% of customers prefer self-service support for simple issues and questions?
The development of the Hi5 Dashboard was also shaped by client feedback, highlighting the need for greater granularity and transparency in subscription support efforts. In response, the dashboard provides real-time insights directly, streamlining reporting, improving self-service efficiency, and reducing operational workload.
With the Hi5 Dashboard, support analytics are no longer a guessing game—they’re an opportunity to deliver better experiences and drive measurable results.
What does the Hi5 dashboard include and how does it change subscription support?
The new Hi5 Dashboard is a comprehensive collection of tools designed with the needs of D2C subscription businesses in mind. Here’s what it offers:
1. Help center performance analytics
Gain insights into how effective your help center is. See which articles are driving engagement and identify gaps in content to improve self-service rates and reduce contact volume.
2. Article engagement metrics
Understand which resources are actually assisting your subscribers—and which ones fall short. This feature allows you to refine your content to better serve your audience.
3. Updated ticketing analytics
Get a closer look at how your support agents are performing. Key metrics like one-touch resolution rates and average handling times ensure you’re on top of your team’s productivity.
4. Contact reasons insights
Break down subscriber inquiries by category to better understand trends in behavior. Spot recurring issues, prioritize solutions, and adapt your support strategies in response to your subscribers’ evolving needs.
By centralizing these features, the Hi5 Dashboard provides a clear, unified view of your entire support ecosystem, making it easy for businesses to adjust and improve on the fly.
Why not take a look at the new dashboard experience walkthrough:
Turning subscription support challenges into opportunities
The challenges faced by subscription businesses in customer care are well-known to D2C brands. For example, 88% of customers believe that customer service matters as much as the product. From the inability to track the performance of self-service options to a lack of granularity in ticket reporting, these gaps can lead to increased churn and operational inefficiencies.
The Hi5 Dashboard was designed to tackle these challenges head-on. Here's how it aligns with the needs and goals of subscription businesses today:
- Smarter self-service: self-service is key to reducing direct support workloads, but it only works if users find the resources helpful. The Dashboard provides the data needed to improve FAQ content and drive higher self-service success rates.
- Optimized agent performance: support agents are a major part of the subscriber experience. By tracking key performance metrics, the Hi5 Dashboard helps ensure every subscriber interaction is as efficient and satisfying as possible.
- Proactive retention strategies: predict and address subscriber issues before they become churn risks. With real-time insights into common contact reasons and trends, businesses can act quickly to improve satisfaction.
Who benefits from the Hi5 Dashboard?
- Customer operations teams will find Hi5 invaluable for performance monitoring. Real-time analytics allow them to spot emerging trends, optimize workflows, and provide actionable insights to product teams.
- Support managers gain greater control of their teams with detailed ticketing and agent productivity metrics, helping them identify opportunities for improvement.
- Decision-makers focus on minimizing churn and maximizing lifetime value. For them, the Hi5 Dashboard provides the clarity needed to make data-informed decisions.
How can the Hi5 Dashboard help your D2C subscription business today?
The launch of the Hi5 Customer Support Analytics Dashboard marks a fresh chapter in subscription support. By combining powerful performance metrics, real-time insights, and a user-friendly interface, this solution enables businesses to tackle customer support challenges head-on.
Stay ahead of the competition—and closer to your subscribers—by integrating the Hi5 Dashboard into your workflow. Improve satisfaction, reduce churn, and transform support into your secret weapon for retention success.
Want to see the Hi5 Dashboard in action? Create a free account to take a look around or get in touch with our team for a personal demo.
