Transform the Customer Support Organization into a profit driving center. GoodSupport is the best lens into customer satisfaction and productivity. Drive customer retention and delight with the ability to:
• Understand How Activities Impact Satisfaction
• Balance Effectiveness and Efficiency
• Gain Visibility into Velocity and Team Performance
• Manage Quality of Interactions
A day in the life of a DIRECTOR OF CUSTOMER SUPPORT
Strike the balance between fire-fighting and fire prevention with GoodSupport. Effectively managing the day to day flow of the helpdesk requires the support manager to be on top of all key trends such as the backlog, reply and resolution rates.
Activities Impact on Satisfaction
- Key performance indicators; ticket volume, first-time resolution and reply times
- Helpdesk flow and benchmarks trends; today, last week, month, quarter
“Company objectives are to increase productivity, team performance and profitability within Ray’s department and he can see that the key metrics around resolution and reply times are not currently in line with the targets that he has set for his team. A decrease in the percentage of tickets solved and an increase in the resolution time can be a recipe for disaster and could mean there are potential customer escalations on the horizon.”
Balance Efficiency & Effectiveness
- Correlation between full resolution time and first resolution time for tickets
- Team allocation of tickets via a performance scorecard
“When resolution and reply rates increase, Ray needs to understand how many of the cases/tickets have required more than one interaction. When there are more multi-touch cases, it takes away from overall team productivity and adversely impacts customer satisfaction. Ray begins to navigate to the group scorecard that highlights details around number of re-opens and replies so he can begin to diagnose which groups may need more attention from leadership.”
Velocity & Team Performance
- Prioritize customers based on ticket age, backlog and value
- Manage costs of escalations across support tiers
“After taking a look at the group scorecard, Ray needs to do a bit more investigation around urgent or high priority customers. Ticket age & wait time on any unsolved, urgent and high priority cases is an immediate indicator that the teams SLA goals will not be met if the current rate of resolution is maintained. Ray then switches up his view to look at the backlog of cases/tickets where he can immediately see that his Level 1 support group is drowning in a backlog of cases and is not performing at the same rate as last week.”
Understand Quality of Interactions
- Continually monitor and improve customer satisfaction scores over time
- Manage agent performance to drive improved quality and efficiency
“After finding that Level 1 Support has a large backlog of tickets and reviewing the high-priority tickets, Ray now focuses into the individual contributors performance and is immediately able to determine the average resolution per agent is becoming an issue in some areas. Ray reviews the agent performance over time related to customer satisfaction scores and has come to the conclusion that to achieve the target satisfaction score for the support team he needs some focused team training and adjustments.”
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