Our business communicates with a large number of clients on a daily basis through phone, text, and email.
We regularly analyze our phone call data, such as length of call, time to answer, how many times one customer called, missed calls, etc. We use texting almost as much as phone calls, so we need to see similar data about our text messaging.
The benefits of such a feature to me seem obvious, that we will be able to track our progress as a business and to see places where we need to improve. Its very important to see the data of how the support team is communicating as a whole to our customers.