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Help Scout Mailbox is a collaborative email platform that streamlines communication and improves customer support. It organizes emails, offers team collaboration features, and provides analytics for efficient and effective email management.
Help Scout is designed for what you care about most: customer happiness.
With Databox, your most important Help Scout KPIs will be transformed into meaningful insights and delivered to your mobile, Apple Watch, TV display or Slack channels. One of the key benefits of Databox is the ability to combine multiple data sources in one place. This will help your team stay on top of the important metrics that drive your business by keeping your customers happy.
New Conversations metric shows the number of new email or chat conversations started with your customers during a given time period in Helpscout.
The Happiness Score is a metric used by Helpscout that measures customer satisfaction based on the ratings given in customer feedback surveys.
First Response Time (Office Hours) is a metric that measures the time it takes for a support agent to respond to a customer during business hours. This metric helps teams ensure timely and efficient customer service.
The Resolved on First Reply (%) metric calculates the percentage of tickets that are resolved by the support team on the first customer reply.
The Customers Helped metric tracks the number of unique customers who have received support from the helpdesk within a specified time frame. It provides insight into the overall level of customer engagement and support effectiveness.
The Resolution Time metric measures how long it takes to fully resolve a customer issue from the time it was reported to when it was successfully resolved.
The Closed Conversations metric measures the number of support conversations that have been marked as resolved or closed within a specific timeframe.
The Replies Sent metric measures the number of responses or messages sent by a Helpscout user in a given time frame, indicating the overall efficiency and engagement of customer support.
Handle Time measures the time taken by an agent to resolve a customer query. It includes all the interactions and tasks performed during the ticket resolution process.
The Replies Sent per Day metric measures the average number of replies that are sent per day to customer inquiries or tickets in Helpscout. It provides insight into the efficiency and productivity of the support team.
Response Time is the average time it takes for a customer support agent to respond to a customer's initial message. It's a key metric in measuring customer satisfaction and efficiency of customer support teams.
Response Time (Office Hours) metric measures the average time it takes for a Help Scout user to respond to a customer during office hours.
The Conversations by Tag Name metric allows you to track and analyze customer conversations that have been assigned a specific tag, helping you understand and optimize the types of issues your customers are raising through those tags.
Resolved Conversations per Day is a metric that measures the average number of customer conversations successfully completed by a support team per day.
Resolved on First Reply measures the percentage of customer requests that are fully resolved by the support team on the first reply to the customer.
Resolved Conversations is a metric that measures the total number of customer support conversations that were resolved by your team within a given time period.
The Customers metric in Helpscout simply refers to the total number of unique customers who have contacted your support team through any of your Helpscout channels.
The First Response Time metric measures the time it takes for a customer support agent to respond to a customer's initial request or inquiry.
Total Conversations is a metric that tracks the total number of conversations (emails, chats, calls) between support agents and customers within a specific timeframe.
The Happiness Score by Team Member metric measures the satisfaction level of customers after interacting with a specific customer support team member. It helps to identify the best-performing team members and areas for improvement in customer support.
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The HelpScout for Customer Support dashboard allows you to track responsiveness and handling time across your support team.
The Customer Success dashboard template uses HelpScout and Stripe to track customer service levels versus churn rates.
A ‘Pro’ or ‘Plus’ HelpScout plan is required in order to successfully connect a HelpScout Data Source in Databox. For the ‘Standard’ plan in HelpScout, the HelpScout API does not provide access to reporting API endpoints, so this leads to an ‘Access Denied’ error for the HelpScout Data Source in Databox.
More information on Access Denied error on HelpScout is available here.
Users can preview information on the HelpScount Plan/pricing here.