Know your Customers | Contact and Account Information
Each of your Customers in Zoho Desk will have an activity monitor and some elementary analytics that can help you better understand your them. Here are some trivial information that can be viewed under the Customers module for your Contacts and Accounts:
- Customer Activity: The core of your help desk is the ticket. The Activity tab will show you the tickets that were raised by your customers over time. Every time there’s a new reply or a comment, from an agent or a customer, it will be updated under the activity tab. This will help you monitor the lifecycle of tickets without getting to the actual ticket. However, you can choose to click open a ticket from the activity area.
- Ticket Distribution: One of the primary goals of a ticketing system is to help manage the tickets making them easier to correlate. The customer details page, will display the total number of tickets that were received from a contact or an account, besides those that are open and overdue. Open tickets are those that are awaiting a response from the agents, while those that have not been resolved within the due by time are deemed Overdue. You can click the individual snippets to view their tickets under the Tickets tab.
- Customer Happiness Rating: Happiness Ratings, the mother of all metrics will determine whether your customers are satisfied. You can track the ratings that are left by a specific contact or an account from its detail page. By default the percentage of happiness and the total number of ratings will be displayed. Click the rating widget to view the ratings by Good, Ok and Bad. You can also read through their detailed feedback under the Customer Happiness Rating tab.
- Response Time: The ticket response time is the time between a ticket being created and the first reply from an agent. Customers generally expect that they receive a response within a reasonable amount of time since they raised their ticket. The longer a ticket is allowed to fester, the more aggrieved the customer will become. You can view the average response time for a contact or an account from its detail view.
- Resolution Time: The ticket resolution time is the time from when a ticket is created to when it is closed by an agent. As a general rule of thumb, the lower the resolution time the better. You can view the average resolution time for a contact or an account from its details view.
To view the above information for a Contact:
- Click the [Module] Tab from the top bar.( For e.g. Dashboard, Tickets, etc.)
- Select Customers from the Modules menu.
- In the Contacts Home page, click to open a contact in its detail view.
You can find the above mentioned statistics in the contact's detail view. You can also access the contact information while on a ticket. Simply click the Contact's Name from within a ticket to view its details.
To view the above information for an Account:
- Click the [Module] Tab from the top bar.( For e.g. Dashboard, Tickets, etc.)
- Select Customers from the Modules menu.
- In the Contacts Home page, click the Accounts tab from the lower-left corner.
- In the Accounts Home page, click to open an account in its detail view.
You can find the above mentioned statistics in the account's detail view.
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