Mastering Customer Service Reports

Gladly Team

Read Time

4 minute read

The support center of the future will be data-driven, leveraging up-to-the-minute insights to deliver efficient and personalized service. But what steps do brands need to take now to pave the way toward future success? The answer lies in their ability to conduct, analyze, and act on customer service reports.

Service reports compile your support metric performance both as a collective team and broken down individually, depending on your capabilities. Being able to generate accurate and comprehensive reports will give you even more insight into how you can improve performance, amplify support, and empower your staff to work collaboratively.

Why Is Reporting Important in Customer Service?

Service reports help brands understand their current performance and set both internal and customer-facing expectations. Accurate reporting also serves as a roadmap for brands to plan out how they can improve with the proper investment in technology and training.

Best Practices for Customer Service Reports

Knowing how to build and interpret various customer service report formats helps brands turn data into action. These are the three pillars of an insightful service report, and some Gladly solutions that help make gaining this level of insight possible.

1. Identifying the insights specific to your brand’s goals: Service reports are not a one-size-fits-all approach. For the most effective reporting, look for tools that let you customize your dashboards and reporting.

Pro tip: Our Insight Builder is a quick and easy-to-use tool for creating unique metrics, reports, and dashboards for your service platform. Designing reports is simple with numerous templates, accessible data sets, and support from on-call Gladly analysts and experts, helping ensure you’re up to speed on the data you’re collecting.

visibility across all channels

2. Creating legible, actionable dashboards: Service reports aren’t just for leadership’s eyes — everyone in your support center should receive the information they reveal. Cluttered, poorly designed dashboards will prevent your staff from understanding the data you’re trying to deliver. To make sure insights are understood, you need to invest in an accessible interface.

3. Pulling the right data for reporting: As simple as it sounds, reporting can’t work if the data is bad. Make sure your organization has the means to collect and audit data from the right sources — all of your channels, your website, across your digital presence, etc. — so you end up with accurate and insightful reporting.

What Service Reports Can Uncover in Your Support Center

When you follow these best practices, you’ll develop a customer service report template that fits your brand’s precise needs and ultimately starts a wave of improvements.

1. Identifying channel inconsistencies: If certain channels seem to be hitting their service-level agreements (SLAs) more consistently than others, that’s a sign that resources are not being evenly applied across your organization. Proper reporting should pinpoint channel performance based on agents, time of day, volume, and other factors.

2. Finding consistent roadblocks: Across the service experience, your customers might be hitting the same bumps in the road over and over. Agents may report these hiccups, but service reporting can ensure you take a more proactive approach to resolve these issues.

3. Empowering agent performance: Your support staff will benefit the most from service reporting. Use these insights to identify areas for agents to improve — certain channel weaknesses, slower average handle time, etc. — in a way that sets goals rather than punishes workers for not breaking their backs when serving customers.

Gladly Liveboards Unlocks CX Reporting

🛑 With Liveboards, managers and team leads using Gladly can monitor day-to-day contact center activity with real time dashboards, plus keep an eye on trending topics, agent activity, channel statistics, and more.

As these examples show, third- and first-party data are pivotal resources for customer service teams to optimize their capabilities and assist shoppers effectively. That also means incorrect or outdated data can jeopardize your support performance — so a consistent review of your collection and storage processes is critical. All your information should be up-to-date, accurate, and accessible at all times. Brush up on basic customer data management principles if you feel rusty.

How Ecommerce Brands Maximize Their Support KPIs

Our state-of-the-art Insight Builder and channel insights make measuring and upgrading internal support center performance easier than ever. Just ask footwear company KURU, which noted both higher external performance and an improved sense of morale internally:

“Since we’ve moved to Gladly, our cost per contact has been 30% more efficient than what we were [doing previously]… we were cutting down our costs, in general, coming over to Gladly… Literally every major KPI got better — our cost per contact, our efficiency, how much revenue we can support per agent, average wait times across every channel… [Plus] our employee satisfaction was so much higher with Gladly, and it was really nice to finally not hear someone bring up the word cherry pick in a given week.”

If KURU’s customer service report sample sounds like something you want to replicate, contact us for a demo of the Gladly solutions that can give you unparalleled access to support analytics.


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