Class 5: Measuring Customer Service

Mathew Patterson | January 22, 2021

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.
Mathew Patterson

After running a support team for years, Mat joined the marketing team at Help Scout, where we make excellent customer service achievable for companies of all sizes. Connect with him on Twitter and LinkedIn.