The Customers Helped by Channel report can you help you understand the Channels your Customers prefer to use if they need help.
Metrics and Key Concepts #
The Customers Helped by Channel report uses the following metrics and concepts to quantify the reported data.
| Name | Description |
| Customers | Contacts Fulfilled grouped by Customers |
| Channel | See Channel definition |
| Contacts | See Contact definition |
| Date | The timestamp of when the Contact was fulfilled |
| Total/Totals | Indicates the unique, de-duplicated count across the range of that column or row |
Understand the basics #
When to use the Customers Helped by Channel report #
Use the Customers Helped by Channel report if you have questions around:
- How many Customers are we helping on our communication Channels?
- Are we helping more Customers during a certain time period on certain a Channel?
- Are we helping more Customers overtime on all Channels?
How often to view the report #
Review this report monthly to gain valuable and actionable insights.
Note The Customer Helped report is a count of unique Customers helped during each interval on each Channel. In this case, “helped” means that the Customer had a Contact that was fulfilled.
Take action #
Once you understand the report, you can take action and make improvements.
Number of Customers Helped by Channel is Increasing #
If you see that the number of Customers helped is increasing on a certain Channel, congratulations! This could mean that you are growing as a Customer Service Center. You should also think about the following if you are seeing an increase of Customers being helped:
- Did First Contact Resolution (FCR) increase? What about your CSAT? Make sure that your other success metrics are not negatively affected with the increase of Customers being helped.
- What about your Conversation Close Time? Is the increase in Customers being helped also increase the amount of time to close a Conversation? Make sure that helping more Customers is not affecting the amount of time it takes to close a Conversation.
- If you are seeing more Customers helped in your Voice Channel, think about possibly transitioning some of that traffic to less costly Channels like SMS and social messaging.
- If you want to decrease the amount of inbound communication from Customers, think about implementing more self-service tools and services.
Number of Customers Helped by Channel is Decreasing #
- Over time, if you are seeing a decrease of Customers being helped, look into why this is happening. Did you implement self-service tools and services which are contributing to the decrease? Did you have fewer products, order volume, etc. that could contribute to the decrease of inbound Customers being helped?
- If there is a decrease of Customers being helped and you are able to maintain your service goals, look into your staffing model. You can look at the report at a half-hourly level to know when to staff your Channels based on the patterns you see in the data. For example, If you find that most Customers reach out to you through chat between 9 and 10 AM, then make sure you’re staffed accordingly.
Good to know #
- This report can also be generated via API. See our Developer Docs for more details.
- CSV download of this report is limited to 1 million rows.
- Listed below are related reports we recommend you use alongside this report:
- Inbound Contacts by Customer
- Inbound Contacts by Customer by Channel
