Monitor all relevant Customer Support KPIs from Intercom data
Identify best performing Customer Support employees
Improve the relationship with customers
In today’s competitive market, customer support speed and quality are a big deal. Your customers aren’t willing to wait: Research shows that 46% of online customers expect companies to respond within 4 hours. Oh, and 12% expect you to respond within 15 minutes!
It goes without saying that it’s extremely important to check that your customer support agents are not overwhelmed and that you have enough agents to keep up with your customers’ demands. Without sacrificing customer service quality, of course!
That’s where this report comes into play. You can see in real time the total number of conversations that are currently open, broken down by agent. This way, you can quickly realize if an agent is overwhelmed and take action.
In the short term, you can rebalance the customer number for each agent, or even have some agents work a few extra hours. In the long term, you can hire more agents. Whatever solution you choose, your customer support quality will improve.
If you plan on hiring agents, the report will help you by providing the average number of conversations for each week and month. This allows you to forecast your number of conversations in the upcoming months, so you’ll know exactly how many new agents you need to hire.
By having data always on hand and being able to deeply understand it, you can pinpoint customer support problems before they get out of hand. This way, you can always be one step ahead of your competitors. The ultimate goal is improving the relationship with your customers, which drives more trust towards your brand and, eventually, increases sales.
This Actiondesk template automatically pulls data from Intercom and other customer support tools. Even your HR team, with no technical knowledge, can set it up in minutes and get immediate access to data about your customer support agents.