Foundations of Great Service

Class 5: Measuring Customer Service

Many customer service tools come with built-in reports, but they can’t tell you which numbers to care about or what to aim for. Effective customer service reporting will help you understand who’s trying to contact you, why, and which of those contacts are most important.

Mathew Patterson
Mathew Patterson

Help Scout

This lesson starts by covering the two key elements of reporting: volume and performance. Then, you’ll learn how to go beyond the basics to set up a reporting system that will help you better understand your customers and your business.

The three key outcomes for this lesson will be:

  • Measuring the right things.
  • Taking control of your contact volumes.
  • Capturing customer insights.

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