Freshdesk comes with a host of reporting abilities for you to take advantage of depending on your price bracket. It assists you in making data-driven decisions and helps you to be able to identify and fix issues as quickly as possible to help your team perform better.

All the decisions you make in relation to your support team should be grounded in insights you can pull from your support data and Freshdesk’s reporting tools assist with some of this.

Freshdesk reporting can help you to report on some of the basic metrics they have stored in your Helpdesk. For deeper analysis you can augment this further with an AI solution plugged into your Freshdesk instance to automatically tag and categorize all of your customer issues, giving you visibility of what is in your support data and why your customers are really calling.

Freshdesk reporting gives you the metrics like first contact resolution, tickets open an average response time which can help you to make important decisions around staffing requirements for peaks in activity and overall performance targets.

If you are looking for real depth into why your customers are calling and what you can do to improve your customer’s experience, you need another layer of analytics and reporting for your support data and an AI plugin can give you this.

So what do you get in the Helpdesk in-depth report by Freshdesk reporting and what will you get with AI?

Ticket volume trends

Ticket volume reports show which hour/day/week/year receives the most number of tickets and when they are resolved. You will be able to see the number of unresolved tickets in the selected time period. These reports help you to understand the ticket flow in your helpdesk

and it helps you allocate resources accordingly.

With AI

With AI you can see ticket volumes and their trend over time-based on specific customer issues. Not only can you see that ticket volumes are increasing, but you can see the specific customer issue or problem that is causing the increase in volumes.

Are late delivery complaints the cause of the increases? Has there been a crash on the login page that is causing the spike? This kind of drilled-down analysis of your tickets is only possible with AI, unless you commit to reading every single ticket that comes into your support team which could take you 237 days!

Agent performance report

The agent performance report gives you a summary of the agents performance in the selected time period. You can sort your agents based on various metrics like their SLA compliance or the number of private notes they add and find out the best and worst performing agents.

With AI

With AI you can see agent performance in a new depth. You can view your agents performance with the same metrics but base this analysis on their performance with specific customer issues.

You may have agents with good overall metrics but with very low satisfaction or SLA compliance on a specific issue like refund requests or product information. With this information you can create individual training for your agents based on areas they struggle with, helping to improve your overall satisfaction rating.

Group performance report

The group performance report gives you a summary of the group performance at a selected time period. You can sort you agent groups based on various metrics like their SLA compliance or the number of private notes they add and find out the best and worst performing groups.

Customer satisfaction survey

With CSAT survey, you can measure customer happiness and team member performance. You can send prompts to customers asking them to rate their experience and use the data to improve your customer support.

Your satisfaction rating is the average customer satisfaction rating given during a reporting period. It helps to give you an overall view of how well your support team is meeting your customers needs and is an easy metric to benchmark yourself with against your peers.

Your satisfaction rating is hugely important to your business because if your customer isn’t happy, they won’t be coming back and they won’t be telling their friends about all the great things you do.

With AI

But an average across all your tickets very often hides important information. Cx MOMENTS can show customer satisfaction in much more detail, for instance drilling down to see customer satisfaction by the reason to contact your support.

Now we can see that the bulk of customers are satisfied, but customers contacting us about high priced upgrades, who make up a small but important group, are not. We now have a specific insight into what might be causing a decrease in customer satisfaction and we can fix it at its root cause.

Conclusion

All of the information provided in Freshdesk reporting is hugely useful for a Support Manager to make data-driven decisions to improve your teams performance. But as discussed earlier, this can all be considerably improved with AI.

Freshdesk reporting is a good first step. It takes you from being totally in the dark about your customer support and lets you now see what your agents are working on and how they are doing. This helps you to set effective benchmarks, goals and targets to keep your team on track.

Reporting on your customer support data is vital to running a tight support ship and making sure your performance is up to standard, but very often the metrics provided fail to give you the full picture. Sometimes important information can be hidden inside high-level metrics like these.

With Artificial Intelligence plugged into your Freshdesk account though, these metrics can come to life, breaking down based on the customers reason to call your support. Now you have insights based on specific issues that you can really act on to improve your customer experience.