StartupsMay 17, 2019
NewKpod
Reporting on Technical Support
What are the best reports the support team can generate for a Monday morning meeting. Reports that will be viewed by the entire company. What in your opinion provides the most value?
New
Kpod OP May 17, 2019At the moment, CSAT response rate, unique customers interacted with and backlog etc. FRT is under the works. Thanks for your response.
ActiveCampaign dhwi2 May 17, 2019
Call drivers are always a hit because it's actionable for just about everyone.
Lytx tldp Jun 2, 2019
Agree with call drivers. Also would throw in a metric that deals with opex like cost per incident
Hmm... I think it would depend on the kind of customer support being provided/delivered. But my gut tells me to go with a first contact resolution metric. That wouldn't get into the weeds for non support people and would show very quickly success/failure (and thus if there is opportunity to improve).