Welcome to our comprehensive guide on monitoring key KPIs - response and resolution times in Help Scout. As a customer-centric organization, it's crucial to keep a close eye on these essential metrics to ensure timely and efficient customer support. In this guide, we'll walk you through the process of setting up and tracking response times and resolution times for your support team. You'll learn how to analyze trends, identify bottlenecks, and implement strategies for continuous improvement. With the right insights from these KPIs, you can optimize your support workflow, enhance customer satisfaction, and strengthen your brand reputation. Join us as we delve into the world of KPI monitoring and unlock the potential of exceptional customer service in Help Scout.


Log in to Help Scout

First, log in to your Help Scout account by visiting www.helpscout.com and entering your credentials. If you don't have an account yet, sign up for a free trial or purchase a subscription.


Access your Reports Dashboard

Once you're logged in, click on the "Reports" tab located in the top navigation bar. This will take you to the Reports Dashboard, where you can access various data points and analytics for your customer support performance.


Choose a Report Type

Help Scout offers several report types that can help you monitor your team's KPIs. Click one of Reports to access the report that you want to monitor.


Set a Date Range

To analyze your KPIs for a specific time period, set a date range using the "Date Range" dropdown menu at the top right corner of the Conversations report page. Choose a preset date range or create a custom one.


Review Response Time Metrics

In the Conversations report, scroll down to the "Response Time" section. Here, you'll find three key metrics: First Response Time, Average Response Time, and Median Response Time. These metrics measure how quickly your team is addressing customer inquiries. Compare your response times to industry benchmarks or your own historical data to gauge performance.


Review Resolution Time Metrics

Further down the Conversations report, you'll find the "Resolution Time" section. This section provides three key metrics: First Resolution Time, Average Resolution Time, and Median Resolution Time. These metrics indicate how quickly your team is resolving customer inquiries. Assess your resolution times against industry benchmarks or your own historical data to evaluate performance.

Congratulations on completing our guide on monitoring key KPIs - response and resolution times in Help Scout! You now have the tools and knowledge to track these crucial metrics, gaining valuable insights into your support team's performance. By keeping a close eye on response times, you can ensure prompt customer engagement, while monitoring resolution times empowers you to identify areas of improvement and deliver efficient solutions to customers. Armed with these insights, you can optimize your support workflow, allocate resources effectively, and enhance customer satisfaction. Remember to consistently analyze the data and implement actionable strategies for continuous improvement. As you maintain a sharp focus on these KPIs, you'll drive your business towards exceptional customer service and build lasting relationships with your customers. Thank you for joining us on this journey to success with KPI monitoring in Help Scout. Happy supporting!

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