Best Practice: Analyzing Support KPIs per Segment

Now that you have successfully set up different service levels for the handling of customer ticket requests, it is important to continuously monitor if the service agreements set are met.
To do this, use the metrics that Zendesk reporting has to offer - but isolated for the individual customer segments created in RetentionX. This way you will learn for example:

• Which customer segments have the highest contact rate?
• Are the first reply time objectives met for the different service levels?
• How do the resolution times differ per customer segment?
• Do customers who are offered premium support also have a high customer satisfaction score?

After connecting your Zendesk account to RetentionX and selecting "Segments" to be transferred, log in to your Zendesk account and follow the steps below:

1. Navigate to Zendesk Explore > Reports.
2. Click on New Report.
   
   
   
   
3. Choose the dataset containing the information you want to use in your report. In this case we select Support - Tickets.
   
   
   
   
4. Click Start Report.
5. In the Metrics panel, click Add.
6. From the list, select the metric you want to add. In this case we select First reply time (hrs).
   
   
   
   
7. Click Apply. The average response time for all tickets is automatically displayed in your report.
8. In the next step, we can specify attributes to slice your data by non-quantifiable values, such as your RetentionX segments. If you add an attribute to the Explosions panel, you break your report into individual charts based on the attribute's values showing all charts side-by-side. This provides a simple way to compare results for your different service levels.
9. Add a filter to only select the segments you'd like to analyze, e.g. "Service Level: Standard", "Service Level: Plus", and "Service Level: Premium".
   
   
   
   
10. After that, the report will be generated.
    
    
    
    
    In Explore, users with the Admin or Editor role can create and store multiple reports in the Reports library. You can then arrange these reports on dashboards, which you can share with others. Learn more about how to create reports in Zendesk here.

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