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CSM Spotlight: Analyzing the metrics that matter

Last updated July 24, 2014

As you review your reports, do you often wonder if you are measuring the right metrics and data for your business? Or if you can better optimize your current reports? Or perhaps you’re currently trying to understand appropriate actions based on your analysis? Well, if so, we’ve got the info you need!

A recent discussion in our forums focused on analyzing metrics and data to improve your customer experience through Insights. We posted suggestions on how to analyze what your tickets are about, as well as how to determine the satisfaction rate of your customers.

You’ll find key tips on analyzing ticket backlogs, plus here’s some other section topics:

  • Why this analysis should be important to your business
  • Actions you can take based on the data you receive
  • How you can report on some popular business questions, including a report recipe
  • Further analysis and alternative ways to slice and dice the data

Head over to the forums for more details and tips, and to add your comments to the conversation. We welcome your tips and ideas on how you analyze key data points in your business

This discussion continues our CSM Spotlight series, a monthly discussion in our forums about a selected topic. Hosted by a member of the Zendesk Customer Success team, each day-long discussion will include Zendesk-posted content as well as tips and ideas from our customer community.

The next CSM Spotlight “Best Practices for Ticket Deflection” is scheduled for August 21, 2014. Mark your calendar!