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’ve all been there. Unlocking our phone, opening the Uber or Lyft app, and ordering a ride. When we do so, both the driver and rider are agreeing to certain terms and conditions: picking the rider up within a designated time frame, how much the trip should cost, an estimated arrival time, and delivering the rider to their destination safely. This agreement of sorts is similar to Service Level Agreements (SLAs), which ensures service obligations and promises are kept.
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.
A SQL dashboard is a powerful tool that allows you to visualize data stored in a database such as MySQL, PostgreSQL or Snowflake. These dashboard tools require you to use SQL (Structured Query Language) to select the specific data (in a database) you wish to visualize.
Salesforce and Slack are two of the most popular and widely used tools for sales teams today. Salesforce covers the “external” – it’s your one-stop shop for managing the sales pipeline, and working with both prospective and existing customers. Whereas Slack covers the “internal” – it’s your company’s collaboration hub, helping turn your sales team into a lean, mean, selling machine.
If your team uses Slack, you already know what a crucial role it plays in bringing teams together and keeping everyone on the same page – whether you're working just a few feet away from each other in the same office – or working remotely, thousands of miles apart. It’s so much more than a messaging platform. The secret to Slack’s success is just how easy it makes it for you to integrate the tools you use everyday. Whether that’s Google Sheets, Zoom or Github.
If you want to build a world-class Customer Service team, you need to be data-driven. Data-driven Customer Support teams have an awareness of their Key Performance Indicators (KPIs) – they understand how these important metrics behave over time. If CSAT drops, or FRT increases, they are the first to realize. They can investigate the underlying causes and respond quickly.
