{"id":21094,"date":"2014-10-31T00:00:00","date_gmt":"2014-10-31T07:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/helpshift-analytics-actionable-data\/"},"modified":"2024-01-09T08:23:02","modified_gmt":"2024-01-09T16:23:02","slug":"helpshift-analytics-actionable-data","status":"publish","type":"post","link":"https:\/\/www.helpshift.com\/helpshift-analytics-actionable-data\/","title":{"rendered":"Welcome to Helpshift Analytics, Your Actionable Data Platform"},"content":{"rendered":"
Everything we build at Helpshift is about giving your business the advantage it needs to serve customers and succeed. Today I\u2019m proud to announce our new Helpshift Analytics dashboard, made with your company\u2019s growth in mind. Let\u2019s have a brief overview of the features we offer in this groundbreaking update.<\/p>\n
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This dashboard gives you thorough and actionable insights on the customer care health of your mobile app(s). At the top you can quickly check your Total Open Issues by Platform, App, or Language, letting you pinpoint where customers need the most help in your funnel. Determine the effectiveness of your ticket deflection by knowing how many app users are engaging with Help and FAQs compared to the Issues or tickets they submit to Agents. It also includes a handy metric for Active Users so you can stay informed on your retention and growth over time.<\/p>\n
From this page your Agents will also see how many Issues have been resolved, how long it takes to first respond, and how quickly the Issue is taken care of. Our Helpshift Analytics don\u2019t end with just an overview\u2013prepare to have more customer knowledge than ever before.<\/p>\n
Issue summaries by Platform, App, and Language provide even deeper analysis than our Overview. You can glance at your data by certain date ranges to see how a new launch, critical bug, or press release affected your customer care. Ultimately you will determine where users are most satisfied and who to bring to the app store.<\/p>\n Summarizing the data by Agent groups will show what teams work well together and what type of Issue your Agents resolve best. For instance, if you find that your iOS team has a 3 star rating, you can swap the lower-performing Agents to different type of customer queries, they would be better at. Optimizing your Agent team with our analytics is a great way to ensure that every customer will have a 5-star mindset.<\/p>\n
\nEvery Issue you receive is a customer that is on the edge of churn or a bad review. So we packed our Trend section with all the data you could need to dominate: Issues Resolved, Reopened, Rejected, Viewed, your Backlog, and more. Find patterns and use them to scale customer happiness. Are you a bigger fan of graphs than numbers? Compare any two metrics from the Issues page by selecting them from the \u201cvs\u201d drop down menu.<\/a><\/p>\nOptimize Your Agent Team<\/h3>\n
\nOne aspect of service that companies often struggle with is how to organize Agents for maximum efficiency. Tracking the efficiency of your Agents is an invaluable way to find pain points in your customer care. That\u2019s why all of the Issue data you receive can also be segmented by an individual Agent Score, allowing your company to determine the strengths and weaknesses of your support team. Important decisions about your Agent roster will be backed by a 1-to-5 star, customer satisfaction survey from your app users in real time.<\/p>\nCurate your FAQs<\/h3>\n