Angeline Somers
Conquest Care and Support Agency Ltd,
The downside of Not Using Help desk Analytics for Your Business
- Making informed business decisions becomes tough due to the lack of data.
- Increase in workload resulting in a decrease in the efficiency of your service team.
- No room for improvement as there is no data to compare the current performance with.
- Customer engagement can take a hit, due to the unavailability of insightful customer data.
- Unable to monitor real-time feedback from the customers.
How DeskXpand’s Help desk Reporting & Analytics Invaluable Benefits
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Reduce Customer Churn
Analyze your support data for a better customer experience with help desk reporting. Overcome the issue of poor customer support and reduce the churn rate with DeskXpand analytics.
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Optimize Agent Workload
Improve your agent’s efficiency by offering them clear and concise information about the issues that need their immediate attention with ways to solve them.
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Improve Agent Performance
DeskXpand’s help desk analytics track and monitor the performance of your agents to help them improve their productivity and better understand the workflow.
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Drive More Customer Satisfaction
Let the help desk reporting help you discover how your customers feel about your service. This gives you an opportunity to find out whether they are satisfied with your service desk report or not.
Get a Quick Glance at Your Customer Suppport Performace
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Ticket Trends
Track the number of incoming and closed tickets to identify final number of tickets getting resolved by the customer service team.
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Chat Trends
DeskXpand help desk reporting offers you crucial information that allow you to engage more with your customers through chats. Get insights into parameters like average resolution time, average first response time, etc.
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Resolution Trends
Get insights on how fast your customer service agents respond to the tickets and also how long it takes them to find out the solution. This parameter help your agents improve their customer skills rapidly.
Monitor & Improve Your Agent’s Performance
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In-depth Help Desk Reporting
Deliver the best customer experience by improving your support with the help of help desk reporting. Your customer support team can get an in-depth understanding of their performance.
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Customer Satisfaction Reports
Strengthen your service desk report with a customer satisfaction report to determine how your customers feel about your support process and agents.
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Help Increase Overall Productivity
Know more about the performance of your customer support representatives with help desk performance metrics and work on the areas that need improvement to increase productivity.
Help desk Analytics is Perfect for
We help companies with customer support operations. That’s it. The industry, the company size; doesn’t matter!
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Sales
It enables a smooth communication with customers. Combines all the customer queries in a single interface from email, chats, social media, etc.
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Support
Enables instant, advanced, and accurate customer support that amplify the number of happy customers.
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Marketing
Helps manage internal campaign tasks, cross rteam communication, ticket management for incoming queries.
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HR
It tracks, manages, and lets you respond to employee inquiries, issues, and questions from a helpdesk for seamless internal communication.
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Operations
Makes customer query management, project & task management, cross team communications easy with a help desk portal.
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IT
Enables fast query escalation by converting IT queries into tickets from any channels for improve IT support internally and externally.
Analytics For Businesses Across Varied Industries
DeskXpand is a one-fit solution that caters to the individual needs of all types of industries.
Not having a physical store makes it 5X more difficult for eCommerce businesses to know their customers. But with analytics, it gets 10X easier as it provides insights into crucial data related to the customers.
With the advantage of analytics at their fingertips, the agents can track the queries of both internal and external users. They can check what are the most frequent queries that are raised by the students to make the necessary changes required.
Improve the performance of your IT & software business by 25% with the help of analytics. Get valuable insights into the performance of your support team and take action toward improvement.
By using analytics, the customer service agents can easily know about the history of the patients. Patient-related information such as medical history, allergies of the patient, doctor who handled the patient previously, etc. can be accessed easily within seconds.
Frequently Asked Questions
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What is help desk reporting?
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How can help desk analytics improve customer service?
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What are the metrics in help desk reporting?
What is help desk reporting?
Help desk reporting helps you to get insights into your customer service team’s and agent’s performance by generating crucial data. These reports reflect data that is easily understandable via charts, graphs, etc. It gives your customer service team a good opportunity to understand the workflow more effectively and work on the areas that need improvement.
Help desk reporting can help you in:
- Let you know about your average first response time.
- Identify areas that need improvement with the help desk performance metric.
- Monitor the tickets and their average resolution time.
How can help desk analytics improve customer service?
Help desk analytics can help customer service agents to ease off the workload and allows them to take data-driven decisions for better results.
Here are a few ways in which help desk analytics can make your work easy:
- Simplify and automate the customer service process to get faster solutions for the customers.
- Track the average response time taken by service agents to solve the customer query.
- Helps you in improving the service efficiency of your customer service team.
- Measure customer satisfaction by allowing the customers to share their opinions.
- Identify metrics that are relevant to your business for better results.
What are the metrics in help desk reporting?
Help desk reporting helps you by generating helpful metrics that monitor the performance of your team/agents and give you clarity on potential issues. It helps you better understand the quality of service desk report you are providing to the customers and allows you to enhance your skills.
Here are the help desk metrics to improve your customer service:
- Average Resolution Time – The average time taken by the customer service team to solve the queries.
- Ticket Report – The ticket report shows the completed tickets in comparison to the tickets that are opened.
- Average Conversations Time – The average time of the conversation between the customer service agent and the customer.
- First Response Time – When the customer service agent responded to the ticket for the first time.
- Customer Satisfaction Rate – The number of customers that are satisfied with the quality of service offered by the customer service agent.
Let us help you level up your Omnichannel Customer Service Strategy
Learn how DeskXpand can help you deliver a consistent experience across all channels
#happyclient
I like the ease of using the DeskXpand and the social media integration. And the feedback feature that the dashboard could integrate into the website is excellent.
-Tristen
Xander LLC, 
