Are we supporting the right customers in the right way at the right cost to us?

Delivering world-class customer service and support has always been critical to delighting customers and maintaining your brand. And controlling your costs in doing so is always a challenge. What’s changing today is that service & support happens everywhere, not just through channels you control and reps you train, but through partners, websites, even communities you don’t even know about. And with experts saying that customer service is the new marketing, analyzing the effectiveness of your customer service is critical to business success.

In order to analyze your customer support holistically, you have to access data from disparate systems – support tickets, ongoing customer issues, product defects, customer satisfaction ratings and more – and report on it in a single place.

GoodData helps you bring this information into a single place, provide basic operational reporting on your service and support organization, and slice and dice the data deeper to understand patterns and anomalies that answer whether your support is on target? GoodData helps customer support professionals answer key questions such as:

• What are the key performance metrics for my (response time per incident, first-time call resolution)?
• Which support personnel and processes are doing well? Which are missing their goals?
• How do customers access support channels, and how deep are those interactions?
• What is the impact of persistent problems with products or service policies?
• Do lower-cost support channels like email satisfy customer needs?