Improve Customer Support Techniques With Helpdesk Analytics

Leverage data and analytics to measure and improve your overall customer experience. Efficiently monitor agent productivity, customer experience, ticket metrics, all by yourself. All of this with a single click!

Powerful Helpdesk Reporting and Analytics

DeskXpand's helpdesk reporting features help you gain actionable insights by efficiently saving and analyzing your customer support data.

Customizable Team Dashboard

Visually analyze and understand your support team’s performance with the help of a consolidated dashboard. View your helpdesk analytics on a customizable dashboard and enable your team to make data-driven decisions to meet their support targets. Give your agents full visibility into the tickets that require immediate attention. With a consolidated dashboard, you can:

  • Monitor help desk productivity
  • Measure customer satisfaction
  • Optimize agent workload
  • Improve service efficiency
  • Resolve faster

The service desk metrics dashboard allows custom views so each user can showcase the information they need. DeskXpand reporting features include filtering, report scheduling, and enhanced sorting.

Customizable Team Dashboard

Keep Up With The Ticket Trends

Follow the lead of your support ticket trends seamlessly with DeskXpand helpdesk analytics. Know where your support tickets are and how effectively they are moving across their lifecycle. Use the data saved from the past to evaluate your present strategies. The ticket volume reports will help you analyze the past trends and help your agents prepare for what’s coming.

DeskXpand helpdesk reporting lets you track your ticket inflow accurately so that your executives can manage their work accordingly. You can also analyze these service desk reports and take action towards pending tickets. Measuring ticket trends will also help you optimize the agent ticket load and staff requirements.

Keep Up With The Ticket Trends

Monitor Agent Performance

Track and monitor agent performance based on parameters such as average response time, customer happiness, ticket traffic, and expertise. DeskXpand’s service desk reports can make data accessible for everyone. The agents and the admins can view their performance in just one glance.

Monitor your support executive’s performance and identify areas of development for your team. With the DeskXpand service desk reports, your agents can learn from the collected data to analyze the user requirements and customer complaints. You can take charge with curated reports for quick insights and anticipate how the support workflow will impact your business.

Monitor Agent Performance

Customer Satisfaction And Ratings

Leverage the customer service desk report data to determine how your customers feel about your support process and agents. This can determine your customer satisfaction score and ratings. Usually, after the ticket resolution is met, the customers are given an opportunity to share their experiences and opinions about the services. This is the best way to determine whether or not your customers are satisfied with the outcome

So, if customer satisfaction is low, you can further determine why it is so with other helpdesk analytics and metrics. You can further work on improving the customer experience. But the important thing is collecting these satisfaction rates. DeskXpand helpdesk reporting features allow you to collect customer feedback after their resolution is met and determine their customer satisfaction scores.

Customer Satisfaction And Ratings

Schedule Reports

Create insightful reports to track your key performance indicators and derive valuable insights from them. These service desk reports can help you build brand identities by improving your customer support and increasing customer satisfaction.

You can schedule reports with predefined parameters, and they’d generate automatically as per the set date and time. You can also schedule weekly, biweekly, monthly, and/or yearly reports. You can add these reports to your dashboard and have this information at your fingertips.

 Schedule Reports

Better Customer Support with detailed Reporting and Analytics

Data always helps; With DeskXpand Helpdesk Reporting and Analytics, improve your customer service experience and reduce costs effectively.

Improve Customer Satisfaction

Analyze and ensure if your customers receive priority resolutions or not. Work towards making their experience better.

Improve Agent Productivity

Help your agents by giving them concise information about their workload, issues that need attention, and their performance.

Improve Support Experience

DeskXpand helpdesk reporting provides you with the essential information you need to chart better customer experiences.

 Better Customer Support with detailed Reporting and Analytics

Discover on Your Own

Choose the right helpdesk analytics features for your business. Deliver a delightful customer experience by keeping an eye on all the service desk reports at once with DeskXpand helpdesk reporting. We are ISO27001 certified helpdesk development experts with 15+ years of industry experience. Interested in seeing what DeskXpand can do for you? Sign up for a free trial and find out why DeskXpand is the industry's top choice.

Case Study

DeskXpand-portfolio

Find Out How John Was Able to Satisfy More Than 80% of His Customers with The Help of Omnichannel HelpDesk.

John is a customer support manager at an electronics giant. His company markets a broad range of hands-free solutions for mobile phones, contact centers, offices, and unified communications. Their award-winning product range includes the world’s best-selling Bluetooth, corded and wireless headsets.

DeskXpand-portfolio

How Jonathan Leveraged DeskXpand Self-Help Solution and Reduced His Customer Calls by 35%.

Jonathan is an enthusiastic entrepreneur who deals with the healthcare industry. He was thinking of coming up with a new startup to help a particular territory for medical supplies and information with a B2B and B2C model.

DeskXpand-portfolio

Learn How DX Helped Michelle to Reduce Internal Business Costs and Improve Employee’s Productivity by 23%.

Michelle runs an online service marketplace. She’s been running it for a year now. Her business includes providing home services in multiple categories like home cleaning, artworks, furniture supplies, etc. She came to DeskXpand, to find out more about the self-service portal.

DeskXpand-portfolio

How DeskXpand Helped Adam to Achieve 60% Customer Satisfaction Score?

Adam has an online eCommerce store of apparel. He had just started his journey in this space. Acknowledging the giant number of digital footfalls on his store, along with an increasing number of customer queries, he wanted a solution that helps him serve an incomparable customer service.

Testimonials

Testimonial

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

I needed a lot of support when integrating the DX portal. We loved how the team solved it just like their own product and supported us a lot!

Noah