Freshdesk Companies

What Are Companies

The Companies metric refers to the number of organizations or businesses that have contacted your customer support for any type of assistance within a specific period of time.

In essence, it measures the unique entities that have sought help from your support team, regardless of which channel they reached out through.

This metric encompasses data such as tickets raised, average support response time, customer satisfaction, the number of reps assigned to a company, and more.

By tracking it, you get insight into which companies interact with support teams the most, their needs, and what issues they’re facing, which allows you to fine-tune your support team’s overall approach.

How to Calculate the Companies Metric

To calculate the companies metric, you need to determine the total number of unique organizations or businesses that have interacted with the help desk during a specific time frame.

Keep in mind that this metric is not based on the total number of interactions or tickets but rather on the number of unique entities seeking support.

The formula is straightforward:

Companies Metric = Count of unique companies or organizations that interacted with the help desk

Let’s say a business wants to calculate its companies metric for one month and has seen these interactions during the period:

• Company A – 5 support requests
• Company B – 3 support requests
• Company C – 7 support requests
• Company A – 2 more support requests
• Company D – 4 support requests

To calculate companies for this month, we need to count the unique companies. In this case, the unique companies are A, B, C, and D. Company A appeared twice in the interactions, but we only count it once since we are interested in unique entities only.

When we use the formula above, we find that the companies metric equals 4, meaning four different organizations sought help from the help desk.

How to Improve Your Support Strategy for Companies

If the number of unique businesses you have reaching out to is increasing, it indicates an expanding customer base and that your customer support team needs to be ready.

Ideally, your help desk should be able to meet the diverse needs of various businesses while maintaining high levels of customer satisfaction.

Let’s explore some effective support strategies to help you improve the companies metric and boost your help desk’s performance.

• Have the support team leader review previous chat transcripts: Regardless of whether your team resolved the issue or not, you should have your support team leader review previous chat transcripts every so often. There are a lot of hidden gems within these transcripts that can help you optimize your strategies, especially once you start noticing patterns between common issues and your team’s reaction to them.
• Use support data to identify content gaps: If a lot of businesses are contacting you for assistance on the same issue, you probably either don’t have content to walk them through it or it’s not easily understandable. Many businesses try to find the solution on their own before contacting support, so make sure you have well-written, understandable educational resources that will walk them through the problem. You can identify these content gaps using the support data your team collects.
• Offer custom Slack channels for instant support: Using interactive channels to streamline problem resolution is growing in popularity, and a custom Slack channel for instant support is one idea you can experiment with. By creating custom Slack channels for clients, you establish a direct line of communication that allows for quick issue resolution and continuous engagement.

More resources to help you improve:

• 20 Customer Service Statistics to Help You Deliver a 5-Star Experience
• 8 Ways to Grow Your Business by Leveraging Customer Support Inquiries
• 18 Metrics You Should Include in a Great Customer Service Dashboard
• 12 Customer Support Tools for an Unstoppable Service Desk
• 15 Proven Ways to Reduce Your Average Support Ticket Response Time
• Growing Customers & Revenue (w/ Tim Soulo, Ahrefs)
• 11 Tactics for Effectively Measuring Your Customer Service ROI