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07 - Analyzing Support Data (Initial Questions (How much is each call…
07 - Analyzing Support Data
Initial Questions
How much is each call costing?
How productive are my support agents?
How are we performing for escalated and high priority cases?
Are customers satisfied with our support?
Services
How?
He looks at performance metrics trends to identify problem spots in the support process.
Focusing on:
Tracking first-call resolution via:
Activity history
Escalations & changes to case ownership
Repeat cases by an account for the same issue.
Calculating average time to resolve cases via:
Date/time opened
Date/time closed
Identifying high-need customers via:
Escalated cases by account
Building loyalty from the highest-priority accounts via:
3 month case summary by account
Scenario
I need to have more specific data that helps me track CSAT.
Marketing
Which report?
Custom report > Escalated cases by product
Why?
See how many cases are created for each product & how many of those cases were escalated.
Show details to see the subject of each case, identifying the specific issues for each product
Scenario
I need to track the most common product issues & which ones are typically escalated
How?
Support reports > customize the standard report
total cases created by agent
Amendments
Add product & # Escalated as groupings
Change summary format to matrix
Remove case owner grouping
Sales
Scenario
I want to know when cases might lead to potential sales opportunities
Which report?
Custom report > Cases by account or product
Why?
See which accounts accounts generate cases and how many cases log issues with the same products
Recommmend new or different products that better meet an accounts needs
How?
Customize the support report
Total cases created by agent
Amendments
Remove case owner grouping
Add account name as grouping
Add product as grouping
Change summary format to matrix