SlideShare a Scribd company logo
The new reporting feature is
awesome. Just measuring and
optimizing Initial Response Time has
already started winning us more
satisfied users!
Kara Erickson, Goodreads
“
FreshTips Week
Automations
Monday
Reports
Tuesday
Gamification
Wednesday
Themes
Thursday
Best Practs
Friday
Advanced Reporting
and Insights
 Visibility
 Accountability
 Strategic Insights
 Decision Support
Why Reports Matter
#1. Moving Target Theory in
Customer Support
Most support questions in a helpdesk
point to a primary issue. They will keep
coming in unless you act upon it and
find a fix.
“
The amount of effort involved in
resolving tickets is directly proportional
to the number of flames (issues) that
go up in your helpdesk.
“
Whenever a ticket has been resolved,
a new ticket comes in and it becomes
your primary point of focus.
“
 Categorize tickets to manage clutter
 Automate to get your workflows right
 Service Levels aren’t for kids
 Group by categories, not just expertise
 Everything gets measured
Getting things straight
#2. Some numbers matter more
than others
What do each of those metrics
mean?
How to read them together?
Identify red-flags and solve
What you need At a Glance
#3. Align to core business metrics
Meaningful measures matter most
All roads must lead to satisfaction
Keep it simple silly
The Customer Satisfaction Diet
Keep Satisfaction High
#4. Conformance is not as important
as Performance
 Backlogs are bad for business
 Peak hours need more hands on deck
 Right answers vs fast answers
 Never forget to follow up
 Optimize, optimize, optimize
Understand Load and Bottlenecks
#5. Parry with the best players
 Compare and figure out who’s on track
 Right tickets go to the right agents
 Top players are on top for a reason
 Gamify support to boost performance
A little competition goes a long way
#6. Happy Agents = Happy Customers
Identify best players
Motivate with a Point System
Set out quests for temporary boosts
Turn your support into a fun game
#7. Focus on Actionable Insights.
Not graphs
 Categorize. Thank me at the end of the month
 Create a reports schedule. Team meets are
great
(sometimes)
 Set Service Levels and keep at them
 Make reports meaningful with insights
FreshTips to make your day
The Basic Reporting SuiteThe Advanced Reporting SuiteThe Enterprise Reporting Suite
Questions??
Coming Up Next
Automations
Monday
Reports
Tuesday
Gamification
Wednesday
Themes
Thursday
Best Practs
Friday
Sign up for Freshdesk
www.freshdesk.com/signup

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