Overview of Customer Service Reporting Features

What is Customer Service Reporting?

Customer Service Reporting is an analytics feature that provides an overview of all customer service requests and related activities. It offers insights to understand your customer support team’s performance, areas for improvement, and outstanding departments.

Key Report Analysis Items

  • Complete analytics overview
  • Performance reports
  • Agent rankings
  • Tag reports
  • SLA compliance reports
  • SLA log reports
  • Agent activity status
  • Channel reports
  • Department reports
  • Time reports

Importance of Customer Service Reporting

The Need for Report Review

Regularly reviewing reports is essential when using online customer service software. This ensures you meet customer needs and expectations while improving business practices, products, and the services you provide.

Specific Use Cases

Specific Example: Suppose you think your customer support team is doing a great job because the average ticket resolution time is under 8 minutes. However, when you investigate further and check agent reviews, you notice that agents are repeatedly receiving negative reviews. This may indicate that they’re rushing to respond to all tickets, sacrificing service quality for speed.

SmartWeb Support Reporting Feature Details

Analytics Overview

Provides a complete overview of your customer service efforts. You can review usage statistics, performance reports, and customer satisfaction ratings.

Performance Reports

Allows you to understand how agents are spending their time. Displays the number of tickets each agent has answered across different channels and the time taken to respond.

Various Reporting Features

Agent Rankings

Provides a complete report of all positive and negative agent reviews.

Tag Reports

Provides insights into the most frequently used tags within customer service tickets.

SLA Compliance Reports

Displays all achieved and missed SLAs within a specific time period.

(Additional detailed reporting feature descriptions are omitted)

Benefits of Using Reports

Service Improvement

By reviewing customer service reports and analytics weekly or monthly, you can identify areas for service improvement.

Enhanced Customer Satisfaction

By reviewing customer service reports, you can bridge the gap between what is expected and what is being provided.

Increased Sales

Improved service quality leads to higher customer satisfaction, which ultimately results in increased sales.

Complementary Features

Real-time Monitoring Features

  • Chat overview
  • Benchmarks and leaderboards

Notification Features

  • Email notifications
  • Slack notifications

Data Export

  • Ticket export