Service and Support Attach Metrics
Scalefresh designed and built data workflows and dashboards to identify and visualize service and support attach metrics enabling the client to drive higher attach rates.
Do Your Customers Know How Good Your Support is?
Aug 10, 2021 | Case Study
Business Objective
Our client’s customer care team exceeded industry benchmarks across key customer support metrics, one-touch cases, time to resolution, etc. However, their customers didn’t realize the good care they were getting. We built a support dashboard for our client’s end customers.
The Approach
- Understood the problem through interviews and discussions
- Made a list of the dashboard components based on the interviews and determined information hierarchy
- Wireframed support metrics and charts, balanced information density and readability
- Applied client’s style guide, colors, and fonts
- Tested the initial design with a pilot audience and refined based on feedback
Outcome
Support dashboard within the product displaying the following metrics:
- Open tickets by status
- Tickets resolved in one touch and within 24 hours
- Tickets created and closed monthly trend
- Median time to resolution
- Downloadable tickets report
Share This Post
You May Also Like:
Deduplication of Customer Information Using Fuzzy Based Data Workflow
Scalefresh built an advanced fuzzy-based data workflow to remove duplicate customer information, enabling an accurate view of customers and their renewal opportunities.
Find out how We can help with your Analytics needs
