Ticketing & Support Software

Customer Service Analytics and Reporting

Provide unparalleled support and gain valuable insight into customer behavior with actionable analytics and business intelligence.

analytics dashboard for customer service organization

Dive into Case Analytics

Get ahead of customer pain points by reviewing issue trends, response times, and ticket volume spikes. You can also observe CSAT and other metrics to address concerns and improve your support organization’s overall performance.

analytics dashboard analyzing customer service trends

Agent Analytics Improve Support

Helpshift’s agent analytics allow you to monitor and evaluate the performance of your team and each individual agent. You can assess activity, efficiency, productivity, and quality of support, all from one dashboard.

support ticket data displayed in analytics dashboard

Knowledge Analytics Tell All

Track your customers’ searches, evaluate FAQ efficacy and develop content that is in line with what your users are looking for with our deflection rate monitoring and reporting. Microsoft Power BI enables you to track successful and failed deflections by FAQ section, language, and device.

support knowledge base usage data displayed in analytics dashboard

Custom Reporting

Our user-friendly, self-service tools help you transform your analytics into custom reports with compelling data visualizations that make all of your data easier to comprehend at first glance.

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2019 Customer Service Toolkit

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