Reporting is indispensable for every Customer Support Help desk. A well-structured help desk can give you oodles of data that can transform into insights & help optimise the support process.
So, let’s see a few key reports for different industries you can build with HappyFox BI using Help desk data.
1. IT Services
Common optimisation challenge for IT teams is to keep up with the response time expectations. Hence, a report providing this info across different departments can be very useful.
For E-commerce companies, a quintessential metric is to identify issue patterns across products and build long term solutions to mitigate them.
Also, once you focus on a specific Product-Issue combination, trend lines can be used to indicate the increase and reduction in ticket count.
3. Educational Institutions
Having a birds-eye view of ticket count by Infrastructure, IT requests & Course feedback across different campuses, is invaluable for educational institutions.
4. Internet & Telecommunication Service Providers
Strict SLAs and response time benchmark are crucial metrics for fast-paced ISP customer support. Hence, keeping a tab on SLA breaches pivoted by issue types gives context on areas where your team needs to crank-up their skills and monitor closely.
5. Facility Management
Over time, facility teams strive to come out of the fire-fighting mode and take proactive maintenance measures to reduce issues. So firstly, The trend line below can show whether these pre-emptive activities are paying off.
Additionally, you can also drill down further by a specific request type.
Knowing CSAT score across regions illuminates the right areas to focus, in a competitive market like Airlines.
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