Turn Insights Into Action Using Helpshift Analytics

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Every month, Helpshift captures millions of data points using our product. We’re proud to enable data-driven Support teams to look at these numbers on a daily basis and make more impactful decisions.

As a Customer Support Leader, you have access to these data points, and likely much more, when deciding how to evaluate your team’s success. A few essential metrics you track directly within Helpshift include:

  • Number of open Issues: Are Helpshift issues getting kept open for long periods of time?
  • Acceptance rate: How often is the resolution accepted by your user base?
  • FCR (First Contact Resolution): Customers on mobile prefer fast resolution times. This metric tracks whether a customer’s needs were met with the first interaction.

In this post, we will show you how we’ve taken our out-of-the-box Analytics offering a few steps further.

Produce reports at a faster rate

We’ve been working hard to make every datapoint our customers depend on even more immediate. Instead of once a day, all of the metrics in the Helpshift analytics tool will now get refreshed every 30 minutes. This includes key performance indicators on your agents, your FAQ content, and your customer reported issues. We’re continuously working to make Helpshift a primary source for informed time sensitive decision making.

To make sure you are looking at the latest reports, we’ve included an indicator on the Analytics screen to confirm the time last updated:

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Timezone updates:

There are two different time zones you should be aware of when working with Helpshift data:

  • Your local timezone: This is the local timezone for a given Helpshift login (Supervisor, Admin), now applicable to all metrics in the “Advanced Analytics” tab.
  • Coordinated Universal Time (UTC): Monthly active user (MAU) calculations, and exportable tag data is tracked in UTC.

Previously all Helpshift events and metrics were tracked in UTC. To make Helpshift more localized, all KPIs (except for Monthly Active Users) will now match the user selected timezone. You can adjust your timezone if preferred by heading to “Account Settings” in the bottom left corner.

Note: Adjusting the timezone on your reports can dramatically change the data. Be sure to agree on a timezone for your team.

Greater Data Transparency via the “Overview” Page

The overview page tells you how well Helpshift is empowering users to resolve their own issues within your app. Besides seeing self-service metrics, you can also see the Contact Rate.

We’ve made it easier to expand the flexibility of time range selection. To help you better compare trends over time, you can now select custom date ranges. The available data set has also been expanded from one month to a full year. To select your report timeframe, use our new Calendar widget in the middle of the overview page.

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The first of many Analytics improvements

We are striving to make the best possible analytics platform for your mobile app. Your feedback is essential in this process.

What metrics are you tracking for your organization? How do you utilize feedback from Customer Support to improve your product?

Drop a line in the comment section below, or send a note to success@xjwlptt.net.cn.

Published October 6, 2016
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