Customer Success | Databox KPI Dashboard

Uses one-click integrations:

Help Scout Mailbox
Stripe

If you don’t use Help Scout Mailbox or Stripe, you can pull data from any of our 70+ one-click, native integrations or from spreadsheets, databases and other APIs.

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What you’ll learn from this Customer Success Dashboard Template:

Connect your Help Scout and Stripe accounts and learn:

What is the monthly recurring revenue that comes from new customers? Track the monthly recurring revenue generated from new customers at a glance. Tracking your New MRR is crucial as it allows you to make accurate financial projections, as well as to measure your business’ growth in acquiring new customers and generating revenue.
How do I track revenue churn? See how much in monthly recurring revenue your business lost due to subscription cancellations and downgrades within a specified period of time. One effective way to reduce churn is to invest in your customer support team, as they play a key role in keeping your customers happy and satisfied. It is also relevant to invest in finding out reasons why customers are churning in order for you to step in and address these issues in a timely manner.
How much in refunds and cancellations did we issue last month? Keep an eye on your refunds and cancellation data. See the total amount of money refunded to customers within a given time period (depending on your refund policy, this can be a partial or complete refund). Also, see how much in monetary value your business lost due to customers canceling their subscription or not renewing their contract.
How many new customers did we acquire this week? Track the number of new customers acquired by your business each day. Be on the lookout for sudden dips or spikes in the inflow of new customers. Follow up by digging in to learn why this might have happened. E.g., as a result of your most recent email campaign? Active ad campaign? A constant flow of leads monthly indicates that your business is growing its reach and your customer acquisition program is effective.
How do I measure the success of my support team?Evaluate and analyze your customer support team’s performance and efficiency by tracking your most valuable metrics in real time, such as the number of new conversations handled, replies sent, closed conversations, response time, and happiness score.
How do we measure the performance of each customer support agent? Evaluate the performance of your customer support team members based on the number of customers they helped individually and their happiness score. Tracking this data lets you know your best-performing customer agents and the ones that are underperforming and might need some support or guidance to perform better.
How many customers needed help today? Get a day-to-day update on the number of customers your customer support team assisted through live chat, email, or phone.

Pull additional data using our deep integration with Help Scout.

What else can you track and visualize with our deep integration with Help Scout? When it comes to delivering an excellent customer experience, pretty much anything:

Cases by topic, cases by location
Average handle time
Resolved cases
Customer satisfaction score
Time to first response time
Landing page performance
interactions per resolution

There are numerous metrics and metric combinations you can track using Help Scout. And in Databox, you can quickly visualize dozens of customer service metrics in various ways.

Read more about Databox’s Help Scout integration.

Closed Conversations
Number of Closed Conversation during the specified Date Range.
Customers Helped
Number of Unique Customers your team has helped during the specified Date Range. Notes, status changes, and assignments do not count towards this metric value.
Customers Helped by Team Member
Number of Unique Customers your team has helped during the specified Date Range split up by Team Member. Notes, status changes, and assignments do not count towards this metric value.
Happiness Score
Happiness score, which is a number between 0 and 100 percent during the specified Date Range.
Happiness Score by Team Member
Happiness score, which is a number between 0 and 100 percent during the specified Date Range split up by Team Member.
New Conversations
Number of New Conversations during the specified Date Range.
Replies Sent
Number of Replies sent during the specified Date Range.
Response Time
Average Response Time for each period during the specified Date Range.

Churn
Number of Customers who Canceled your Service during the specified Date Range.
New Customers
Number of New Customers gained during the specified Date Range.
New MRR
Amount of New Subscriptions gained during the specified Date Range. Monthly Recurring Revenue (or MRR) tells you how much Money you make with active monthly Subscriptions.
Revenue Churn
Amount of Churned MRR from your lost Customers who Canceled their Subscription during the specified Date Range.
Refunds
Number of Refunds during the specified Date Range.

Customize this dashboard with Databox

Sometimes, you’ll want to dive deeper into performance. When you need to customize this template (or any other dashboard) to include different metrics, add metrics from different sources, etc., you can do so by using Databox’s Dashboard Designer.