Here are four popular data analytics use cases with data derived from Freshdesk:

• Ticket Volume and Resolution Time Analysis: By monitoring the number of support tickets raised and the time taken to resolve them, companies can gauge the efficiency and effectiveness of their support teams. Patterns in ticket volume can indicate potential product or service issues, while resolution time insights can highlight areas where training or resources might be needed.
• Customer Satisfaction and Feedback Analysis: Freshdesk allows businesses to gather feedback post-resolution. Analyzing this data can offer insights into customer satisfaction levels, identify agents who consistently get high praise, and highlight areas where improvements can be made.
• Knowledge Base Usage and Effectiveness: Freshdesk provides features to set up a self-service knowledge base. Analytics on which articles are frequently accessed or which search terms are commonly used can guide content creation, ensuring that customers find solutions quickly without needing to raise a ticket.
• Agent Performance and Workload Distribution: By tracking metrics like the number of tickets handled, tickets resolved, and customer feedback per agent, managers can evaluate individual performance and ensure a balanced workload distribution. This can help in identifying training needs, recognizing top-performing agents, or making adjustments to workload assignments.

Using these analytical insights from Freshdesk, businesses can enhance their customer support operations, ensuring that customers receive timely and effective assistance, leading to improved customer satisfaction and loyalty.