Welcome to our guide on analyzing support request trends with Help Scout. Gain insights for better customer support. In this guide, we'll show you how to use Help Scout's features to track and analyze support request trends.


Log in to your Help Scout account


To get started, sign into your Help Scout account. If you don't have one yet, go to Help Scout's website to sign up and set up your dashboard.


Navigate to the "Reports" tab

Click on the "Reports" tab in the top navigation bar. This will take you to the analytics dashboard.


Access the "All Channels" report

Click on the "All Channels" report to get a detailed view of your customer support interactions.


Set the desired time frame

Using the date range picker at the top-right corner, select the time frame you wish to analyze trends and patterns for.


Examine the "Volume by Channel" chart


This chart will give you an overview of the number of customer support requests received through various channels, such as email, chat, or phone. Look for patterns and trends in the volume of requests.


Examine the "New Conversations" chart


The "New Conversations" chart presents the volume of new customer support requests your team receives over a period. Spot trends and patterns in these numbers to identify potential shifts in your customer support demands.


Assess the "Busiest Time of Day" chart


The "Busiest Time of Day" chart helps you understand when your customer support team is handling the most requests. You can use this information to optimize your team's schedule and ensure you have adequate staffing during peak hours.

Congratulations! You've successfully learned how to analyze support request trends with Help Scout. By using data and analytics, you can identify patterns, optimize your support processes, and provide exceptional customer service. Continuously monitor and adapt your approach to ensure you're delivering the best support experience possible. Happy analyzing!

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