Customer Success

I propose an overview of the analyses we can perform and the data we can display in real-time. The data sources: Gorgias, Zendesk, or Freshdesk.

Having the ability to select and display the following KPIs by agent or have a global view:

Number of Tickets Handled
First Response Time
First Contact Resolution Rate (FCR): This indicator measures the ability of agents to resolve customer issues on the first contact, without the need for follow-up.
Average Resolution Time (ART): This KPI calculates the average time taken to resolve a ticket or customer request. It helps assess the efficiency of resolution processes.
Cost per Ticket: Analyzes the average cost of handling a customer service ticket.
Volume of Messages Received and Sent
Customer Satisfaction Rate
Number of Messages by Category (order delays, exchanges, etc.)
Percentage of Messages Handled by Automated Processes