This content, written by George Psistakis, was initially posted in Looker Blog on Jan 25, 2018. The content is subject to limited support.
Successful businesses know to never underestimate the importance of top customer support. As an integral aspect of the customer experience, effective support can contribute significantly to:
- Customer retention. A great customer experience and efficiently addressing issues inspires loyalty.
- Product development. Especially relevant for startups, but also valid as a company scales up. A great source of product validation and information for the product roadmap.
- Customer acquisition. A pleasant onboarding process increases the chances of converting them to paying customers down the road.
Tools like are helping companies of all sizes provide stellar customer experiences through chat applications. But in order to ensure that the best support is being provided, just having a tool to handle the support requests isn’t enough. Companies also need a way to take a step back and find ways to evaluate the quality of their support.
As with every other function in your company, from product development to marketing, the best way to do this is by measuring your activities and keeping track of a number of customer support metrics. For Zendesk users, this is done automatically through the application, but the use of this data is limited through the application itself.
Zendesk reporting is great for providing basic answers, but what can you do if you want to ask more questions?
Start by getting your data out of Zendesk
Sure, you can simply download the data from Zendesk and load it into Excel, but this can quickly become a nightmare to maintain.
Tools like give you to sync your Zendesk data into your database and present it with a schema optimized for analysis. By bringing these disparate data sources into a central data warehouse, you can build your reporting and data analytics infrastructure in hours or minutes.
Great! Now what?
Start asking questions
Once you have the data in a database, it’s time to start digging.
The data from Zendesk can be organized in large categories: Customer Experience, Customer Satisfaction and Workload.
Customer Experience is all about communicating effectively with your customers. Some of the the most fundamental metrics are your team’s response time to customers’ inquiries, your customers’ total waiting time and the amount of time your support team needed to resolve an issue.
You’re now able to easily measure the performance and response of your Customer Support team.
One of the best ways of measuring customer satisfaction is through surveys that you send to your customers to give you feedback regarding the quality of the customer support they have received so far. Using the Zendesk data, performance indicators for measuring overall and per agent customer satisfaction can be easily constructed.
Use your Zendesk data to identify how your agents or support groups perform over time.
Last, but not least, come the the metrics related to support team’s workload. The most important metrics include the number of tickets assigned to each work group, the ticket exchanges between different groups and some more basic statistics like the number of new issues solved, or one-touch tickets.
Identify your busiest days and hours and optimize the allocation of human resources to best serve all of your customers
Want to get started in minutes? Check out the by Blendo. This block provides all of the metrics mentioned above and can be deployed quickly and easily.
To learn more and start , visit Blendo and today.