Support dashboard example
Why is a support dashboard useful?
Support dashboards are an excellent means of monitoring support performance, ensuring that the numbers important to hitting internal support targets are visible and transparent and that customer needs, be they internal or external, are being met.
Here are a few types of support dashboards:
Call center dashboard- Informing your call center users by acting as an adjunct to your call center software. View important metrics like first call resolution, customer satisfaction, calls per hour, conversion rates, revenue per call and average handling times that reflect your team’s performance.
Customer service dashboard - Focusing on a set of measures specific to your customer needs, measuring the relative success of your team’s objectives.
Employee support dashboard - Measuring the relative happiness of your employees looking at numbers like absence rates, overtime performed, projects completed to time, survey feedback metrics and the like. You could, of course, call this an HR dashboard and plug in wider metrics of your choosing.
Customer support dashboard - Monitoring performance critical to understanding workload volume and level of customer satisfaction. This dashboard is aimed at giving the support team visibility that things are on track throughout the day’s work and to quickly highlight any major issues as they begin to unfold.
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Who is a Support Dashboard for?
Customer Support Managers
How can a support dashboard help you achieve your business goals?
As the team leader, you’ll want an overview of your team’s daily and past performance–this dashboard uses a rolling 28-day period. This will give your a micro and macro view of the team’s workload and alert you to early signs of customer unhappiness so you can adjust your strategy.
On a rolling 28-day period, you’ll want to make sure you can balance speed and customer satisfaction. Tracking first response and full resolution time against customer satisfaction score (CSAT), will give you an indication of how well you manage to attend to your customers’ needs quickly and efficiently. For example:
Scenario 1: Have you noticed that your first response time has improved, but your customer satisfaction score (CSAT) has declined?
Action: It’s likely that the team focused more on speed of reply at the expense of customer happiness. Try to find the right balance between just getting back to customers and actually helping them solve their issues. Happy customers turn into loyal customers and loyal customers have an impact on revenue long-term.
Team workload is also an important aspect you need to keep an eye on. You can get an overview of this by monitoring the relationship between tickets submitted and tickets solved and decide whether they need more support. For example:
Scenario 2: Have you noticed the gap between tickets submitted and tickets solved has been increasing?
Action: It looks like your team is overloaded and it is likely that your customer experience has also been impacted. Consider hiring more agents to reduce the workload.
On a daily basis, your focus is mainly on motivating your team and helping them prioritize workload. Having an overview of the volume of tickets submitted and their status, as well as your top performers, will help you regroup and concentrate on the issues that you need to tackle first to ease your team’s workload. For example:
Scenario 3: Is the volume of tickets submitted unusually high and most of your tickets are on hold?
Action: Usually, tickets are on hold when there is a bug or a more complex issue that requires your tech team to look into it. You might think about sending a note out to your customers letting them know that they may experience issues. Not only will you maintain a healthy backlog level, but you will also spare your customers a lot of frustration and time.