Token has seen Support quality improve since making customer satisfaction, QA, and live ticket demand visible across its remote team.
Geckoboard gives Customer Support the information it needs to respond quickly, coordinate workloads, and recognize great work. It also helps Product, Engineering, and Customer Success understand what customers are experiencing without waiting for a report.
Token.io provides account-to-account payment infrastructure for banks, payment providers, and other financial services companies.
When VP of Customer Operations Chris Brogan joined, he introduced Zendesk and Geckoboard within his first three months. Together, they gave Token a stronger foundation for managing customer conversations and understanding Support performance.
Giving teams direct access to customer data
As a small team without a dedicated data owner, Chris was regularly asked for updates on ticket trends and customer satisfaction.
Manually pulling that information together took time and didn’t always give people a clear picture of what was happening. Chris wanted teams to have direct access to the customer data relevant to their work without relying on him to compile each update.
Zendesk brought Token’s customer conversations into one place. Geckoboard made the most important measures easy to see and share without asking every team member to master Zendesk Explore.
Customer Support uses its dashboards to track live ticket queues, satisfaction scores, and the recurring causes behind customer issues.
Product and Engineering can see feedback and incident trends that might affect development priorities. Customer Success has a current view of customer conversations and open issues.
Coordinating Support through Slack
Geckoboard dashboards are shared in the Slack channels where Token’s remote team already works.
Scheduled Snapshots bring performance into conversations at regular points during the day, while pinned dashboard links give people access to the live view whenever they need it.
“Because we’re fully remote, the Geckoboard integration with Slack has been really vital for us to have accurate, real-time data.”
When ticket demand changes or an incident starts generating customer contacts, the team can see it quickly and coordinate its response.
Managers can understand where workloads are building and make sure agents have the support they need. Team members can see where their help will have the greatest impact and reorganize around changing demand.
Making Support quality visible
Token also uses Geckoboard to share CSAT and QA performance.
This gives the Support team a current view of the quality it’s delivering, not just how quickly it’s moving through tickets. Positive customer feedback and strong QA results create opportunities to recognize good work as it happens.
“We’ve seen an increase in quality as we’re able to show the rest of the business customer satisfaction and QA data in real-time.”
Making these measures visible also helps the wider business understand the value Support creates. People can see how customers are responding and how the team is maintaining quality while handling changing demand.
Turning dashboards into shared conversations
The dashboards don’t sit separately from Token’s day-to-day work. Sharing them in Slack makes performance part of the conversations teams are already having.
“Having dashboards in Slack at a regular occurrence is really vital to be able to tell stories about what’s happening for each of the teams”
Instead of receiving a collection of numbers, people can see how performance is changing and discuss what’s behind it. Those conversations help teams identify emerging issues, share context, and decide what needs to happen next.
Chris has introduced Geckoboard in previous roles, and Token shows why it’s a tool he returns to. It gives teams access to useful information without creating another reporting dependency.
For Customer Support, that means a clearer view of demand, better coordination, and visible recognition of quality. For the wider business, it means customer insight can influence decisions while it’s still current.
See how Geckoboard helps Support teams respond to what’s happening now
