Support performance

Your control center

Simple-to-digest metrics that help you understand ticket volume and performance by channel, agent activity, and more. Gain actionable insights to measure efficiency, optimize customer experience, and spot opportunities for improvement.

Used daily by 
14,584
+ DTC brands

Drowning in support tasks? Here’s your life raft.

Key metrics for efficiency

How many messages does it take to close a ticket, on average? What is your first response time on Instagram? Support performance statistics provide key metrics that answer important real-life questions — all at a high-level that's easy to absorb.

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Resolution time

Every ticket represents your customer’s need for your attention and care. Monitor resolution time by channel and agent to see just how much intervention is needed. Guide your resources to accommodate and improve on the time it takes to get a 5-star rating in every ticket.

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Anticipate the spike before it happens

Are there times and days that are busier than the others? With support performance statistics, you can easily see when you receive the most inquiries during the week. Focus the heat map by channel or tag to identify the intervals where your team is needed the most. Then, plan for your busiest times to optimize your resources.

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Get CX benchmarks and tips to improve

See how your permanence metrics compare to similar companies on the same plan to benchmark your performance. Plus, get tips from top performers to continuously learn and improve.

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Simplified statistics to stay on top of your support performance

Messages per ticket

Some conversations take time, while others take just one response. Understand customer effort by seeing how much back-and-forth it takes to resolve a ticket.

Which channel is the most popular?

Most customers reply by email. While this may be true for most ecommerce brands, you don't have to assume. See what channel your customers use the most to reach out to you. With messaging apps and social media on the rise, the level of investment you need to make in a channel should be based on the traffic you get.

Revenue statistics

Turn support into a profit center. Every ticket is an opportunity to build stronger relationships that drive sales. Keep track of the conversations that bring revenue in support performance statistics. Use the insights in revenue statistics to rightfully take credit for your team’s contribution to month-over-month revenue, all while building invaluable loyalty.

Tags provide a snapshot

Tags quickly give you the context of a ticket (e.g. urgent, return, VIP, wholesale, etc.) In support performance statistics, you can use tags to review, at a glance, which topics, intents or feedback were the most popular. Filter by channel or specific date ranges to narrow your focus, or click on the total number of shipping and status tags to see the pre-filtered view with all the associated tickets.

Business intelligence, simplified

Go to the Support Performance screen to get deep insights on your resolution time and first-response time, at a glance. We remove the outliers so you can compare your overall performance to the median, while making assessments on the overall trend.

Look closer by channels

Filter by channel, agent or tag to focus your metrics and investigate performance in silos. Keep track of your first response time for Facebook and Instagram.

Track the impact of phone calls through comprehensive reports

Gain insights into call wait times, talk durations, and missed calls, enabling data-driven staffing decisions.

Looking for more ways to improve your support performance?

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