How to use ClearGraph to more efficiently staff a support team

Original post written by Ryan Atallah on August 20, 2015.

ClearGraph is an analytics tool that specializes in helping you better understand your customer, but it can also help you find opportunities for running your business more effectively. For example, ClearGraph can connect to customer success services like Zendesk and Desk.com to give you insights into when your customers are requesting support. This is useful for determining how you can more efficiently staff your support teams, so you only hire the people you need.

1. Connect some data and start asking questions

First, I’ll connect my customer success service to ClearGraph. I’ll use Zendesk as an example. Integrating Zendesk takes less than 10 seconds, and once the data has loaded, I’m ready to start asking questions.

How many support tickets do we receive every day?

I’d like to get a sense of how many tickets my company has recently been getting every day. I can search for “tickets created in the last 30 days”, which gives me what I’m looking for. I can see we usually get around 125 new tickets a day. I’m going to want to save this and some other questions so I can look at them later, so I’ll throw this into a new collection called “Recent Ticket Creation Times”.

When during the day do we receive the most tickets?

Next, I want to know when during the day I should staff my support teams to respond to these customer tickets. It takes just seconds to search for “tickets created by hour of the day” and get a visualization that shows me during which hours of any day we get the most tickets. I can tell that most tickets come in around 9am, and things start to slow down after 1pm. I should make sure I have more agents in the morning than in the afternoon. If I want to only see recent tickets, I can easily add a filter to only look at the last 30 days. I’ll also add this to my “Recent Ticket Creation Times” collection.

How quickly do we respond to tickets each day?

Finally, I want to know if there are certain days of the week when my agents have slow response times. It’s painless to simply search for “tickets created by day of the week” and click on “average first reply time”, which gives me a visualization that shows me the average reply time of my agents for each day of the week. I can see that while not many tickets come in on Saturday or Sunday, my agents are the fastest to respond to them. Moreover, many tickets come in on Wednesday, but those have the slowest responses. I might want to add more agents on Wednesday. I’ll add this to my collection as well.

I now have a collection of visualizations that show me where the greatest needs are to staff my support team, so I can reduce costs and make sure we can maintain fast response times even during peak hours. If I wanted to, I could take this even further and analyze months of the year, compare this month to last month, and lots more.

2. Create an email report

Just in case things change, I’ll create an email report for my collection so that I can get the latest numbers pushed to me in my inbox. Setting up an email report in ClearGraph is easy — all the work is already done, I just have to select when I want to receive the email. I’ll pick every Monday morning. If trends change, I’ll be sure to adjust my staffing accordingly!

Original post written by Ryan Atallah on August 20, 2015.