HI @all
I could use some inputs regarding controlling / reports. What do you like to track and how do you do it?
My first steps:
My goal is to find out what we could improve and about the general performance of the livechat.
Cheers, Diego
Best answer by Roy
Hi @diego m , it really depends on what kind of customer service you providing.
1. Resolution time also matters;
2. Conversation rating
3. Busy hours, day's, month's
4. Conversation per team member
5. Tag's usage statistic
Here some great blog posts about this topic:
https://www.intercom.com/blog/how-to-keep-kpis-meaningful-for-your-customer-support-team//p>
https://www.intercom.com/blog/5-support-metrics-that-matter//p>
+5Hi @diego m , it really depends on what kind of customer service you providing.
1. Resolution time also matters;
2. Conversation rating
3. Busy hours, day's, month's
4. Conversation per team member
5. Tag's usage statistic
Here some great blog posts about this topic:
https://www.intercom.com/blog/how-to-keep-kpis-meaningful-for-your-customer-support-team//p>
https://www.intercom.com/blog/5-support-metrics-that-matter//p>
+3Generally i prefer to look at the live versus offline experience and double down on that, so less focus on resolution time and more on;
From there we then focus on metrics as Roy called out and blend stuff like;
There is a bunch of out of the box historic reporting in Intercom, but alot of what we need is done manually outside of the system to ensure health of chat as a service.
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