<p>Businesses with recurring revenue have a unique set of challenges with customer churn analysis and client retention. There can be many contributing factors to this complexity including but not limited to transaction records added only on purchases but not cancellations, historical measurement capturing users who have not yet had the chance to repurchase, or varying repurchase cadences requiring independent measurement.</p>
<p>In data modeling and formulation this can mean an entirely different approach compared to their brick and mortar peers. This customer churn analysis dashboard provides churn and customer growth analysis by leveraging Sisense’s dashboard functions.</p>


Customer Churn Analysis

This solution will cover the main business questions we’re expecting to find in B2B Help Desk activity. We’d like to analyze our backlog of tickets and measure our agent’s efficiency against our benchmarks/goals. Moreover, we’ll be able to advise product development teams on weak areas within our product by analyzing the nature of our customer’s tickets.

Help Desk <span class="white">Tickets Dashboard</span>

 How Can We Monitor <br>Help Desk Activity for <br>Backlog & Agent Efficiency?

<h3 class="font-bold">
Help Desk Tickets Dashboard
</h3>
<p>
This example will allow you to analyze your backlog of tickets and measure your agent’s efficiency against your benchmarks/goals.
</p>

<h3>Goals</h3>
<p>Improve our customer satisfaction rates.</p>
<h3>Objectives</h3>
<ul class="sisense">
<li>Improve our response time to customers tickets</li>
<li>Improve the time it takes to resolve a ticket</li>
</ul>
<h3>KPI Architecture</h3>
<table class="table table-striped">
<tbody>
<tr>
<th>Objectives</th>
<th>KPIs</th>
<th>Measures</th>
<th>Data Source</th>
</tr>
<tr>
<td>Improve our response time to customer tickets</td>
<td>First Response Time (Hours)</td>
<td>Number of new tickets</td>
<td><a href="https://www.sisense.com/data-connectors/zendesk/">Zendesk</a></td>
</tr>
<tr>
<td></td>
<td></td>
<td>Tickets Backlog</td>
<td>Zendesk</td>
</tr>
<tr>
<td>Improve the time it takes to resolve a ticket</td>
<td>Time to Resolution (Days)</td>
<td>Tickets split by their nature</td>
<td>Zendesk</td>
</tr>
<tr>
<td></td>
<td></td>
<td>Tickets split by their Nature</td>
<td>Zendesk</td>
</tr>
</tbody>
</table>
<h3>Data Modeling (Elasticube Design)</h3>
<p><img decoding="async" class="alignnone img-polaroid" src="https://cdn.sisense.com/wp-content/uploads/industry-templates-help-desk-data-model.png" alt="Suggested data model for help desk analysis" /></p>


<p>This solution will cover the main business questions we’re expecting to find in B2B Help Desk activity. We’d like to have a help desk dashboard that lets us analyze our backlog of tickets and measure our agent’s efficiency against our benchmarks/goals. Moreover, we’ll be able to advise product development teams on weak areas within our product by analyzing the nature of our customer’s tickets and service desk efforts.</p>


Help Desk Tickets Dashboard

<p>Understanding how satisfied – and consequently, how loyal your customers are likely to be – is important for any company, because happy and returning customers are the key to growing future revenue and profits.</p>
<p>The problem is that most customers surveys are complex, expensive and hard to interpret. In response to this, <a href="https://www.sisense.com/kpi-library/customer-service-kpis/nps-customer-service/">the net promoter score</a> was developed as ‘the one number you need to know’ based on just one simple questions: how likely are you to recommend the company/product/service to a friend or colleague?</p>
<p>The NPS is based on the fundamental premise that every company’s customers can be divided into three groups: promoters, passives and detractors.</p>


Customer Satisfaction / NPS

<p>Managing a call center requires being constantly dialed into the latest metrics and KPIs so you can reduce handling times, increase productivity, and meet service level agreements. Call centers are committed to delivering the highest level of service to their customers, which is why they need to be able to meticulously monitor their performance.</p>
<p>This <a href="https://www.sisense.com/solutions/customer-service/">customer service analytics</a> solution increases the visibility of real time, business-critical metrics providing the company with the information needed to respond to challenges before they become crises.</p>


Customer Churn Analysis

Help Desk Tickets Dashboard

Customer Satisfaction / NPS

Call Center Analytics