Reporting matters, especially when it comes to your organization’s support tool. And we’re not talking about mere reporting capabilities—we’re talking about the specific data your platform yields. It’s easy to overlook analyzing such data, because it adds yet another to-do. It may even lead you to come to terms with the fact that operational changes are necessary, which requires time and effort.
But the truth is, this data can uncover trends and weak spots that only manifest through your support process. You might not catch them any other way. Ensuring your support tool is tracking the right data is the most important part.
Here’s what you can miss if you aren’t tracking and analyzing the right metrics:
1. Insight into recurring questions. If numerous employees are asking the same question, that means experts are having to repeat themselves again and again. Instead of letting this pattern continue, take note of the repeated questions and seek to address them in a more efficient, productive manner. Send a company-wide Slack message, or write up some quick training steps covering the issue to fix the problem (hopefully) once and for all.
2. Issue resolution time. In an ideal world, problems should be solved quickly and correctly the first time. However, experts or help desk personnel are notorious for taking their sweet time. It’s a huge time-waster. With the right reporting metrics, you can see who picks up requests immediately and who tends to ignore them. You can also see how long it takes to resolve issues and make changes accordingly.
3. Abandoned or unresolved requests. The average ticketing system leaves employees waiting and unproductive. Requests accumulate in a queue, leaving some tickets to be neglected altogether. If you start to notice a trend here, your team’s productivity is dropping and employees are likely growing frustrated. You may consider adopting a better support tool.
4. Issue trends over time. Do specific issues arise at the same time every year, perhaps tax season or the fiscal year-end? Do the same onboarding questions arise every time a new hire joins the team? Are issues generally increasing or decreasing? If you can begin to track potential trends, you can improve productivity and employee engagement in the long-run.
5. Correlated employee behavior. Employee turnover, satisfaction, and engagement could be related to the support process. It’s rare for an employee to leave an organization just because of a poor support experience—there are usually other factors. However, the support process could be contributing to a negative employee experience. Productivity levels can also suffer, but if you can start to make connections between reporting data and employee behavior, you’ll be able to make more informed, positive changes.
Empower your team to be more productive by providing the right support at the right time. If your current support solution is complicated and doesn’t make your job easier, EVAN360 can change that.