4 Examples Of What Can Go Wrong In Zendesk Without Good Reporting
Did you ever think that bad reporting in Zendesk can affect your business?
If the idea that your Zendesk reports might play an important role in your business didn’t cross your mind, it’s ok! It crossed ours.😄 And we are happy to share this wisdom with you. A simple way to put it is that reports show what is being done and we pull out reports in use of improving that work. The question to ask is also simple: How are you going to do it right in the future if you don’t know what goes wrong in the present?
Now! Let’s focus on the negative so we can turn it into a positive. We’ve gathered four reasons for how a bad Zendesk report can affect your business.
1. You can’t monitor your employee’s productivity 🥱:⏱
🤚 Speaking from experience here, working with people is always tricky. Be it a lack of interest, knowledge, or resources, intentional or not, employees can fall behind on their schedule and performance. For good business results, your working team needs to maintain a certain level of productivity, and that level needs to be constantly monitored so you can make the right improvements. Take, for example, pulling a report data for the ticket status. Seeing the right number of support requests and balancing Unsolved, Solved, One-touch and Reopened tickets can give important insight into your agent’s productivity level. You can then start the right conversations within your teams to solve these issues.
Also look at agent work time, first reply time and performance by each individual agent working in Zendesk.
By the way, have you installed the time tracking app? Are you measuring what it tracks in your Zendesk Explore?
2. You can’t see what really affects your business👻>🎯
Every day brings a new problem along with a new solution. But when you don’t know what causes the problem, it can be difficult to solve. Let’s say your agents have a hard time solving an issue and no one brings it to your attention. Good reporting in Zendesk can sort your tickets by types like Support, Billing, Bugs, System failure, Delivery issue etc. You can also track these metrics by the name of the agent responsible for them which brings point 1 from above into play. You can’t skip these, haha.
Let’s look at a few othet examples tickets that have a failed delivery and the problem causing it can be shipment matters - the package gets lost, or delivery gets delayed, for different reasons. The result of having this come out in a report makes the situation more clear about the cause of the unsolved ticket, be it internal or external factors, you get to the core of the problem. And fix it!
3. You can't measure customer happiness 😞/😊
Customer happiness is the most common measure of success. I’m not telling you anything you don’t already know, but are you doing it right? Let’s see! So, a Zendesk ticket is basically a conversation with a customer. Within that conversation, you will get an insight into how the customer feels. You always need to collect feeback and make sure customers are getting what they want. Use the CSAT in Zendesk. You can also use the NPS as well. You might be tempted to want to ask for detailed surveys, but from experience, customers don’t want to commit to spending longer than 30 sec on something. UNLESS they are super happy or super annoyed, then they will spend as long as it takes to make sure they get their message across. All I’m saying is: be cautious. Generating the right Zendesk report can give you this information that you can use to your advantage. By this, you get to know if they are satisfied with the service provided by your agents or if there is a particular channel that is failing, excelling, or struggling.
4. You can’t see the ticket handling and ticket resolution time 📨=❎
Here’s another famous and powerful saying! Time is money! And in Zendesk, a good response time results in more possible business. Every Zendesk ticket holds information about the time it was requested and updated. So, with good reporting, you have an overall time chart about ticket responses on both sides of your business, your agents and your customers. By comparing the number of incoming tickets and the solved ones during a week and a day of the week you can know if you are adequately staffing the channels you have available for your customers or you can identify other causes for the low response and resolve rate.
A good Zendesk report is the pat on the back you can give yourself for better insides to your business.
We hope our advice brings you closer to a better Customer Service System, and if you have any feedback or questions, we’d love to hear them.
Also, for more advice on how you can work better in Zendesk, we can provide educational material that will surely come to your aid.
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