View your ticket volume from multiple channels. Fuel your planning by interpreting the metrics to measure efficiency. Also, mark the support agent activity time that is spent on bringing the solution to their customers.
Have a count on every effort you are putting in resolving customers' queries. Get to know how many messages it takes to close a single ticket of a customer, what is your first reply on social media accounts? Get all the insights from the powerful tool of measuring it with the key metrics.
Every ticket customers need a different kind of attention for resolving it. It helps in channelising the average resolution time provided by your support agent. Guide your support team with improvements if needed and flood your tickets with 5-star ratings.
There will be days that will be a lot busier compared to other days with the flooding of customer tickets. Get to know when you receive the maximum number of tickets or inquiries. Optimise your resources by studying the heat map so that you are not left without answering any customers.
Depending on the queries, sometimes a ticket is closed with a single reply and sometimes it takes 4-5 messages to close tickets or even more. Know your average response time.
You will know your queries at a glance by reading the subject of the ticket. Sort and solve tickets with the urgency of the customer’s query.
Depending on the business, customers tend to approach you from different platforms. Get to know from where customers are approaching the most
Do not miss out an opportunity to have conversation with your customers, retain them or bring more sales into business. With the better consistency and timely response, it becomes easy to fetch customers.
Get a closer look at each social media platform Instagram, Twitter, or Facebook. Easily filter out the ticket with the channel, support agent, or subject of the ticket.