If you don’t use Help Scout Mailbox, you can pull data from any of our 100+ one-click, native integrations or from spreadsheets, databases and other APIs.
Monitor and assess your customer service team’s performance in terms of speed and quality at any given point in time. Connect your Help Scout account and learn:
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:
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.
Explore more Help Scout dashboards.
First Response Time by Time Range measures the average time taken by an agent to respond to the first message of a customer based on different time periods such as hours, days, or weeks.
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 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 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 Resolved on First Reply (%) metric calculates the percentage of tickets that are resolved by the support team on the first customer reply.
Intercom account overview databoard template gives you insights about new and closed conversations, active and slipping away users and more
Drift dashboard template which gives you insights about new and closed conversations, reply times by team members and more.
This Customer Support Dashboard uses the Intercom Customer Messaging platform to give you a full view of your Help Desk performance.
Help Scout dashboard template which will give you insights about article views, failed searches, top categories, top articles and more.
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.
The Designer allows you to easily drag-and-drop metrics and visualizations from any data source right into your dashboard.
Visualizing your performance data in a way that’s easy for everyone to interpret is the first step toward having happy, loyal customers. So, what can you do when some of these metrics are trending down?
We’ve collected a few resources that contain tips from hundreds of other customer support experts on how to improve your Customer Satisfaction Score, Customer Health Score, average handle time, reduce your ticket backlog, first response time, and so on:
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