The Support Suite Report Card

This report card illuminates what omnichannel can do for your customer support experience. The projections below are based on actual data from omnichannel customers similar to you. Read on to find out how improving your company’s metrics can help you stay on target.

YOUR
Numbers
130
Support requests
20
Number of Agents
B2B
COMPANY TYPE
400
Projected ticket volume
support
100
Guide
100
Talk
100
Chat
100
Your Projections
Median first
resolution time*
30 hrs
Improving the time between ticket creation and first resolution is key to creating happier customers. Omnichannel companies with similar metrics use an integrated interface for customer support, which leads to smoother interactions, less repetition, and greater efficiency all round.
Total help
centre views*
10
This is the total number of views of each page in your help centre. Omnichannel customers in your peer set reduce ticket volume with Guide by providing relevant support with smart self-service resources, such as communities and help articles.
Average
handling time*
5.6 mins
A customer’s time is precious and this represents the average length of contact for a customer on a call. Omnichannel customers in your peer set optimise the length of customer contact by offering a help centre with Guide and a quick response with Chat, allowing agents to prioritise the kind of help that is best given on the phone.
Total agent
time saved
60 hrs
Agents' ability to resolve customer support tickets depends on the system they use. Omnichannel customers with similar metrics to your company can track, prioritise, and solve customer support tickets all in one place, which makes communication seamless and agents much more productive.

*Due to a small sample size, values presented here are global averages.

Projected ROI
70%
We’ve combined the above performance gains to determine your company’s projected ROI. These sweet savings are only the early estimates for what you can expect with an omnichannel approach to customer support with Zendesk.