Rasper

Counting Users with Intercom

Did you start using Intercom recently and now thinking about getting some metrics and analytics? This post will help you to get started. Nothing complicated, no advanced analytics tools, just a quick overview of things you can setup in few minutes today right inside Intercom.

Calculating First Reply Time for Intercom Conversations

When NOT to Use Data

I am big advocate of using data and metrics in your daily operations. But to my surprise a very common problem you see is that people use data too much. So I have documented for myself a short checklist to show myself if my urge to use the data in certain situation is reasonable.

How to Turn 5 Years of Task Data Into Meaningful Insights

Our team is doing data migration projects. Every month we resolve about 1,000 tasks and team had an intuition that by analyzing historical data we can find bottlenecks and identify processes that require further improvements.

How to measure your customer support?

You got to this rare moment when queue of help desk tickets is empty and you have 30 minutes free to relax. I love this feeling. This is the time when you have an opportunity to look back and think about improving things.

5 Reasons Why Dashboards Don’t Work

We love data at our team, very much. We try to use whenever and wherever it is possible. But one of the controversial topics we always discuss internally is how much we dislike online dashboards.