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.
With Databox you can track all your metrics from various data sources in one place.
Used to show a simple Metric or to draw attention to one key number.
Databox is a business analytics software that allows you to track and visualize your most important metrics from any data source in one centralized platform.
To track Resolved on First Reply using Databox, follow these steps:
The New Conversations by Tag Name metric shows the total number of new conversations initiated and assigned a particular tag in a given time frame. It helps track trends and prioritize areas of focus for customer support teams.
Replies by Team Member metric measures the number of replies given by each individual team member in Helpscout, providing insights into individual performance and workload distribution.
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 (Office Hours) metric measures the average time it takes for a Help Scout user to respond to a customer during office hours.
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 Happiness Score is a metric used by Helpscout that measures customer satisfaction based on the ratings given in customer feedback surveys.
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.
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.