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The return on investment from customer support operations, measuring the value generated relative to costs incurred.
Measures of how efficiently customer service agents resolve issues, typically expressed as tickets handled per hour or day.
The total number of customer support requests received during a specific time period.
The total elapsed time from when a customer initiates a support request until their issue is fully resolved.
A metric measuring how easy it is for customers to get their issues resolved or complete a task with a company.
The average expense incurred to resolve a single customer support request, including labor, technology, and overhead.
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