You will find it difficult to find businesses, except the startups on shoe string budget that do not use sophisticated helpdesk applications these days. To cater to customers who have become better informed than the past and stave off rising competition- businesses are focusing more on enhancing customer service quality. Using a helpdesk application is useful in this regard but you need to assess if the chosen helpdesk software is serving the purpose well or not! For this, you will have to analyse certain aspects of customer support operations after deployment of a helpdesk tool.
Listed below are the top helpdesk metrics you can use to assess viability of a helpdesk application. Based on the assessment, you can figure out viability of the application and decide whether it can be used or a replacement is necessary.
Automated handling of tickets
Modern helpdesk solutions come with inbuilt filters and features to automate a lot of things involved in ticket handling and generation. This helps reduce workload on the support agents as they do not have to deal with all aspects of ticket handling. The software can convert emails and posts from social media sites into tickets automatically. In fact, some help desk tools have features to specify how raised tickets will be assigned to specific agents based on certain parameters. After buying a helpdesk tool and deploying it, you need to see if the automations in ticket management are working well or not. If the agents still need to intervene a lot in segregating tickets and creating them, the setting may need to be tweaked further.
Ticket volume through different modes
Your Company offers support to the customers through various modes. These include phone, live chat, social media platforms and email etc. Tickets can be generated from all sources. After deploying the helpdesk tool, you can figure out which mode is being used the most by the customers and which one is not being used much by them.
Ideally, after deploying a suitable help desk application, you can expect visible reduction in volume of overall tickets. This is because a suitable helpdesk solution has inbuilt features to ensure overall ticket volume is reduced. By creating knowledge base and FAQ using the tool, a section of customers can be handled and ticket volumes should go down. The customers can resolve their common queries using the knowledge base section. If you find average volume of tickets (weekly or monthly) has not reduced visibly sometime after deploying the solution, then it is not well suited for your business.
Average ticket resolution time
Using the helpdesk software, you can find out approximate time required to resolve the tickets. Now, this can vary from one mode to another. Resolving issues through live chat tends to be faster than resolving the same issue through email, in most instances. Besides, the complexity of the case also has an impact on overall ticket resolution time. Still, you can set an expected resolution time for all support channels and keep tab whether deploying the software is aiding the agents to resolve tickets within expected time or not. If the majority of tickets need longer time to get resolved, you may need better helpdesk took.
Response time for tickets
It is necessary to monitor if the ticket resolution is being done at desired speed or not. Your customers will not want to wait for a long period before their issues are taken up by the agents. They will not want delayed response or delay in resolution of raised tickets- regardless of type of problem and channel used. Using the helpdesk tool, you can find out if the average response time to the tickets is proper or delayed. This is applicable for chat, phone, email and social media generated tickets.
Notification and alerts
Modern IT help desk software applications come with inbuilt features to alert the agents about workflow issues. There are provisions in these apps to set conditions for notifications. These are useful when the ticket handling and other customer support operations are bottlenecked or delayed for various factors. With the software issuing alerts in time, hassles in customer service can be largely avoided. If the software fails to issue the alerts in desired situations, then you may have to look for a better one.
Customer satisfaction rating
The best metrics for a helpdesk tool is the satisfaction rating obtained from the customers, beyond any doubt. Some tools have separate dashboards to observe customers satisfaction ratio. Sometimes, individual support channels are laden with feedback option too. In fact, the knowledge base or support portal can also be equipped with user feedback option. You may also be able to get customer satisfaction ratings per agent and per support channel by using the software. This will help you understand which support mode needs improvement. You will also understand which agents are performing well and those who need to improve.
Cost reduction or increase
One of the reasons business invest in helpdesk tools and use them is for bringing down operational costs. What is the point in using a helpdesks tool if it fails to reduce the costs associated with customer support software operations? The costs in customer support operations are incurred in many ways. These include cost incurred in telephonic support, hardware and software usage, amount spent after the agents and so on. The modern helpdesk applications have inbuilt automation features and by using them you should be able to reduce operational costs to an extent. By choosing and deploying the rig application, you may not need to recruit many agents and still succeed in offering excellent support to the customers. If you find operational expenditure has not decreased after deploying a helpdesk tool, it may not be suited for your venture.
Agent satisfaction and feedback
Regardless of how advanced the helpless tool is, the end support is ultimately delivered by the human agents using the tool! Unless they are aided in the apt manner by the software and its features, the output and their performance will not be on desired scale. So, it is also necessary to assess and observe agent feedbacks and satisfaction. If the agents express dissatisfaction and high burnout rate, it may be time to replace the software.
Ease of syncing and sharing
The ticketing software is not used only by the support agents in a business setup. Such software applications are linked with third party apps used by the company like database and security solutions. From time to time, other teams in the company also need to use the helpdesk application and different teams need to share data. This syncing and resource sharing should take place smoothly if the deployed solution is in sync with the hardware and software setup of the company. If there are syncing issues, glitches will crop up every now and then. This indicates the software is not apt for the organization.
Summing it all up
You may use different metrics to assess viability of a helpdesk tool for your company, for sure. However, remember that such metrics cannot give you perfect assessment and several factors may affect the reflection. Still, the widely used helpdesk metrics can help you assess the software and gauge its viability in long term.