Customer Success Executive Roshni hosted this discussion.
You can still participate:
- Read the best practices below that Roshni and others shared.
- Add a comment to ask a question or share your ideas.
This Fine Tuning discussion is about analyzing your metrics, including:
- How do I analyze my ticket backlog?
- What are my tickets about?
- How can I determine if my customers are satisfied?
Roshni Sondhi is on the Customer Success Executive team at Zendesk. Her favorite part of her role is understanding customer’s strategic goals and mapping a way to their success.
See all the Fine Tuning discussions .
Part 1: How do I analyze my ticket backlog?
Business Question: How do I analyze my ticket backlog?
Why it’s important: Summary to see how Zendesk is handling your ticket volume, allowing you to staff appropriately to deliver an effective customer experience. Overall, the backlog analysis provides a general pulse to the health of your support organization. Backlog is defined as all tickets currently in new, open, pending, or hold status. In summary, tickets that are outstanding and have work to be completed.
Action: Review trends in the number of inbound tickets. If the trend in inbound tickets is increasing, analyze the ticket types. Can any of these be solved through a knowledge base article or in the community? Can the incident workflow be optimized through triggers and automations to help agents response and solve tickets more efficiently?
Action: Look at your backlog by group. Are certain groups experiencing a more significant backlog than others? If so, drill further down to analyze the handle time for those specific groups. Are there certain training opportunities to allow the agents to work more efficiently? If the handle times are consistent across groups, then perhaps you need to increase the number of agents for the group experiencing the backlog.
Action: Are there trends in your median response time? If the median response time has increased month over month, review the tickets coming in. Is there a new reason customers are contacting you? Are your agents able to help customers with the tools currently available to them? If your agents don’t have the appropriate resources available, they are probably responding to fewer tickets per hour, thus increasing your backlog.
(Insights only) Action: You can review your backlog composition over time in the Ticket tab of the prebuilt dashboard. This enables you to see whether the health of your backlog is getting better or worse. This is a great way to measure how well your efforts to manage the backlog are working.
Let's discuss, how do you handle your ticket backlog?
Part 2: What are my tickets about?
Business Question: What are my tickets about?
Why it’s important: Understanding your top contact drivers allows you to have full visibility into why customers are contacting your support team and to provide better service to your customers. By having visibility, you can optimize your agent and incident workflows. Understanding your top ticket drivers month over month will also highlight trends in your business and allow you to train agents more effectively.
Note: If you are not currently capturing what your ticket are about, you’ll need to first set up a custom field where agents can indicate the issue for each ticket. At Zendesk, we call ours the “About” field. For information, see Adding and using custom ticket fields .
Action: Which “About”s can be answered through a web channel, i.e., self service or community? Review your top five “About”s to see which can be solved through the web channel. If you’re on the Enterprise plan, enabling Ticket Forms for inbound incidents would also expose relevant knowledge base articles to the end-user before they submit a ticket.
Action: Which “About”s can be answered through an automation?
As you review your top five “About”s, determine if any can be solved through an automated response or a trigger. For example, Vodafone was able to reduce their top contact driver (requests for a password reset) by creating a trigger with instructions on how to reset their password, then setting the ticket to solved and removing it from the ticket queue.
(Insights only) Action : Which channels do you target for these optimizations?
If you have a custom “About” field in your tickets, you can build a report in Insights to analyze your top “Abouts by Channel” (see the Insights recipe Reporting on what your tickets are about .) As you start to review the breakdown, focus on the channels that are at a higher cost to your organization - typically this includes phone and chat. If you focus on the top contact drivers by these channels, you can create a plan to determine which actions are best for your company.
Part 3: How can I determine if my customers are satisfied?
Business Question: How can I determine if my customers are satisfied?
Why it’s important: Customer satisfaction is defined as the percentage of customers whose experience was positive against all customers who underwent the experience. Customer satisfaction is a great indicator of how you can improve the customer experience and optimize your internal processes.
Action: Are certain agents consistently receiving poor customer satisfaction ratings? If so, review their tickets for possible training opportunities or to designate subject matter experts on your team.
Action: You can share your customer satisfaction data with the rest of your team, so that all agents can see the number of good and bad rated tickets from the last week, as well the last week’s customer satisfaction score for the entire team. You can even set up a weekly email to send your Satisfaction dashboard to your agents before your weekly team meeting. Here at Zendesk, we share our customer satisfaction ratings with feedback on our internal collaboration tool for full visibility within the company.
If you have Insights, you can also build a custom report that shows satisfaction ratings by agent. See the Insights recipe Reporting on whether your customers are satisfied .
_Action: _The value of customer feedback is all about follow-up. Use the comments your customers provide through satisfaction surveys to start conversations. Read through the comments and let customers know their feedback has been heard. Where you will be incorporating feedback, let the customer know. This shows that the relationship is a true partnership. If a customer had a poor experience, you can reach out, try to fix the problem, and then ask them to reevaluate their satisfaction rating.
If you have Insights, the Satisfaction tab in the prebuilt dashboard enables you to track how often customers trade their bad satisfaction ratings for good one.
(Insights only) Action : In Satisfaction tab in the prebuilt dashboard, there is a graph showing “Satisfaction by Assignee Stations.” Is there an inversely proportional relationship between customer satisfaction and the number of ticket reassignments? If you see customer satisfaction declining based on an increasing number of ticket reassignments, review your internal support procedures to determine how to best reduce the number of ticket reassignments.
Bonus Question: What actions do you take based on your customer satisfaction data?