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Would love to hear some best practice around how other connectors are driving customer support performance using Intercom Reports and the KPIs within them!

In terms of inbox and what can be measured;

  • First Response Time and Ongoing Response times via the SLA (pass / fail)
  • CSAT (Top 2 box) so the high end of the emoji scales as a %
  • Conversations closed
  • Conversations participated in

 

What we would like to measure (but cannot do so easily);

  • Adherence to schedule (time available versus away versus offline against the roster)
  • Quality score
  • First contact resolution

 

 

We track:

No of conversations replied to

No of replies sent

Replies per convo - to see whether we're rather having conversations or just one-off emails as our info@ inbox is also connected to IC

First response time

Median time to close

 

We've stopped tracking CSAT at the moment as it became negatively distorted during covid due to our business being connected to the tourism sector and the extremely high uncertainty and problems there. We want to continue with CSAT but maybe in 2021.

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