When Dymatec began expansion into the US, Vaughn Newton wanted to share sales targets in a way that would make new team members across the pond feel included. What he hadn’t banked on was the profound culture change that would happen as a result of making sales figures visible to everyone.
At the start of 2023, Sycous’ Support agents had no access to live Zendesk data. Data Analyst, Michael Brooke would spend an hour each day creating reports for the Support Manager, and the agents would only see what was happening at monthly meetings — well past the point where they could affect what was happening. With a spare TV lying around the office, they decided to try a real-time dashboard. Spoiler alert: it was a huge success!
When Amir started in his role as Customer Service Director at a leading, global software company there was little structure or accountability within the Support team. They weren’t on the same page — and individual performance varied drastically. Being a remote team only amplified the problems, agents were often working in silos with no visibility of what others were doing.
Ralph van den Borst has been with 3D printing filament company ColorFabb for four years. When he joined, the team were using Outlook to manage their incoming tickets – they had about 240 sub-folders. He’d often hear the team say things like “we’re really busy today” or “today was a bad day” but as a data oriented person, he couldn’t grasp how they were making such statements.
As you likely will have heard by now, Google's old Universal Analytics will finally stop processing data on July 1 2023, with the newer Google Analytics 4 (GA4) taking up the mantle. And although most businesses use Google Analytics, most businesses don’t have a dedicated analytics specialist.
Josh Hus, IT Services Manager at Veho, tells us how their internal Help Desk use Geckoboard to track workload as well as to spot ongoing issues that might need addressing.
We talk with James (Customer Experience Manager) and Tania (Deputy Customer Experience Manager) from Jigsaw about how implementing dashboards has transformed their agents' relationship with data.
Recently we shipped a new Interactive View - currently in beta - that makes it much quicker to investigate interesting changes to your metrics in Geckoboard, without jumping into more complicated tools. It’s currently available on Zendesk Support, Intercom, Facebook Ads, Google Analytics 4, Google Search Console, Shopify and Stripe widgets, on all plans.
Mo Elsopki, Head of Customer Experience at PeopleSafe tells us how their live Customer Operations dashboard builds friendly competition among agents as well as deflecting ‘internal tickets’ from other departments to help them stay focused on providing great support.
Martin Stigaard Skammelsen, Head of Marketing and Matchday Experience at Aalborg Håndbold, tells us how he took a whiteboard of daily metrics into a live dashboard that aligns multiple teams around goals that positively impact the whole handball club.
