A helpdesk has many benefits and to make the best out of it it is important to study the data well and understand what is working and what is not. Studying data can be boring and complex. But what if you have a report that highlights data trends and delivers important information. Well, the right helpdesk will deliver exactly that. It will keep the wheels of your support department running smoothly. To help you avoid a desk filled with reports and to always have reports that are actually useful, here are the best practices you can adopt to optimize the helpdesk reporting.
It is Okay to Exclude Outliers
When dealing with a large number of data sets, sometimes some data can diverge from the usual bounds of variance. These deviated data are called outliers. Outliers may contain valuable info or maybe meaningless aberrations caused by some error.
If the outliers appear consistently over a period of time then it can be an indication of a problem. The reason behind it can be the new events or changes that have some bugs. Investigate the circumstances behind it and then make a plan to fix things.
Sometimes it can be just human error. But such events are unlikely to repeat themselves. You can isolate such outlier events. And afterward, study those reports and find the reason behind it and if there is nothing serious you can ignore them.
Focus on Important Matrices
Initially, having access to all the data can be overwhelming. You only need to focus on the metrics that are relevant to you or your findings. You will have dozens of metrics related to customer experiences, ticket resolution issues, response time, pending tickets, etc.
Monitoring, analyzing, and managing all the data and finding the relevant information can be challenging. But you would not need all the data at once. It can come out as a distraction for the support agents as well consume a lot of time. So focus only on the relevant information that will add value and help you improve the business goals.
Rather than giving just the overview of the data to your support agents, consider sharing the actual data. This will give them more clarity about their work. Give them access to all the relevant info so that they can take action wherever needed. This will encourage open communication with the other team members to learn more and offer better service.
You can also encourage your agents to take ownership of the customer experience by offering them everything that they need like training, support, encouragement, data, etc. There is one thing you can make a part of routine activities. Sending reports to stakeholders and support agents on a regular basis.
You can also tag leaders in activities that require their attention like CSAT, closure, and resolution time. If a support agent is responsible for a specific type of incident then they can customize the dashboard accordingly.
Actionable Helpdesk SLA
Service Level Agreement (SLA) when correctly implemented, promotes timely service delivery. SLA dashboard should capture active SLA breaches. Though SLAs are created to take auto actions, an SLA breach might require manual intervention. You can list SLA breaches over time by category to indicate areas of improvement. This will help implement a better action plan in the future and less breach.
The art of data visualization is an amalgamation of design, storytelling, shareability, and accurate data. Otherwise, data can be overwhelming and boring. It is not necessary to show people the fractional difference between the trends.
The right helpdesk will show you the data in a simple format while at the same time carrying all the important information. It shows the data in tabular or graphical form making it easy to read and understand.
Improving customer experience does not necessarily mean faster resolution of tickets. It is also about providing value to the customer and organization. The goal of the support agent after the ticket is raised by the customer must be to give satisfactory services.
There are various factors that as a business owner you need to understand and consider apart from faster ticket resolution like was the issue solved in time, was the support agent polite/friendly to the customer, did the customer face any other issue, etc.
The right helpdesk will transform your customer support department from being ordinary to exceptional. But managing this level of data is not an easy task, especially when it is time to pull reports. This article tells you which service desk reports ignoring and which ones to focus on so that you do not waste time on unnecessary things.