Welcome to our comprehensive guide on measuring the impact of Help Scout workflows and automation. As your support operations grow, it becomes vital to evaluate the efficiency and effectiveness of your automation efforts. In this guide, we'll explore the various metrics and KPIs that can help you assess the performance of your workflows. From response times to resolution rates, we'll show you how to collect and analyze data to gain valuable insights. Understanding the impact of automation will not only help you optimize your processes but also demonstrate the value of Help Scout in streamlining your customer support. Let's embark on this journey of data-driven decision-making and uncover the power of measuring the impact of Help Scout workflows and automation.
Accessing Workflows in Help Scout*
Log in to your Help Scout account.
Log in to your Help Scout account: Go to the Help Scout website at www.helpscout.com. Click on the "Login" button usually located at the top-right corner of the page. Enter your registered email address and password, then click on "Sign in".
Select a Mailbox.
Select a Mailbox: Once you're logged in, look for the "Mailbox" option on your dashboard, which should be on the left side of the screen. Click on it, then a dropdown will appear, displaying all the mailboxes associated with your account. Click on the mailbox you wish to work with.
Click on the 'Settings’ icon and click ‘Workflows’.
Click on the 'Settings’ icon and click ‘Workflows’: Find the 'Settings' icon, typically represented by a cogwheel or gear symbol, located in the bottom-left corner of the dashboard. Click on it. A new menu will appear. Look for the 'Workflows' option and click on it. This is where you can set up and manage automation for your mailbox.
Choose a Workflow you want to track and measure.
Choose a Workflow you want to track and measure: In the 'Workflows' section, you will see a list of all the workflows created for the selected mailbox. These workflows help automate certain tasks in your mailbox. Click on the name of the workflow you wish to track and measure. The workflow details and metrics will be displayed.
Tracking Workflow Metrics
From the main dashboard, click on the 'Reports' button on the left-hand side menu.
Once you're logged into Help Scout and are on the main dashboard, look for a vertical menu on the left-hand side of your screen. Find and click on the 'Reports' button, often represented with a bar or pie chart icon, to go to the Reports section.
Select 'All Channels' from the Reports page.
In the Reports page, you'll see several reporting options for different channels. Look for and click on the 'All Channels' option. This lets you gather data from all communication channels you're using, including emails, phone calls, chat, etc.
Set the desired time range for the report.
Now you need to set a specific time range for your report. Usually, you will see a dropdown or a date selection area near the top of the page. Click on it and select the start and end dates for the data you want to analyze. This helps you view the data for a specific time period, like this week, this month, or custom dates.
Click on the tag to view its metrics, such as Volume by Channel, New Conversations, and Busiest Time of Day.
After setting the time range, you'll see different tags that represent different metrics. Click on a specific tag like Volume by Channel, New Conversations, or Busiest Time of Day to view the related data. These tags give you insight into different aspects of your customer service performance.
Exporting Workflow Metrics
On the tag metrics page, click the 'Export' button located at the top-right corner.
Navigate to the "Tag Metrics" page on HelpScout's website. Once you are there, look for a button labeled 'Export'. This should be positioned towards the top right side of your screen. Click on it to initiate the exporting process.
Choose 'CSV' from the export options.
A new window or dropdown will appear, presenting you with various export format options. Look for and select 'CSV'. This will ensure that the data you export will be in a format that can be easily imported into other programs like Excel.
Confirm the export request, and a CSV file containing the metrics will be sent to your email address.
After choosing 'CSV', the website will prompt you to confirm your export request. Proceed by agreeing or clicking the 'Confirm' button. Once confirmed, HelpScout will generate a CSV file containing your tag metrics and email it to the address associated with your account. This process may take a few minutes, so please be patient.
Analyzing Workflow Impact
Open the CSV file in a spreadsheet application, such as Microsoft Excel or Google Sheets.
Find your downloaded CSV file, which is typically located in your "Downloads" folder. Open your preferred spreadsheet application (Excel, Google Sheets, etc.). In the application, click on "File", then "Open", navigate to your CSV file and select "Open". Your data should now be visible in the spreadsheet application.
Analyze the data to identify trends, such as an increase in resolved conversations or a decrease in response time.
Start by identifying the columns in your data that correspond to the metrics you're interested in. These could include resolved conversations, response time, etc. Look for patterns or trends in this data over time - does the number of resolved conversations go up, or does response time go down? Use formulas or tools provided by the application (like "Average" or "Median" functions) to calculate these trends.
Compare the metrics of different workflows to determine their effectiveness and impact on customer support operations.
To compare metrics across different workflows, you may need to filter your data or break it down by workflow. In most spreadsheet applications, you can do this using the "Filter" or "Sort" function. Once the data is grouped by workflow, you can calculate averages or totals for each workflow and compare these to evaluate their effectiveness.
Make data-driven decisions to optimize and improve workflows based on the insights gained from the analysis.
Based on your analysis, you can make informed decisions to improve your workflows. For instance, if one workflow consistently has a longer response time, it might need to be optimized. This could involve reassigning resources, changing the workflow steps, or implementing new tools. Always ensure your decisions are based on your data findings to ensure efficiency and effectiveness.
Congratulations on successfully measuring the impact of Help Scout workflows and automation! By analyzing the data-driven insights, you've gained a deeper understanding of the effectiveness of your support processes. Armed with this knowledge, you can confidently optimize your workflows to ensure faster response times, improved resolution rates, and overall better customer experiences. Continue to monitor and analyze the performance metrics regularly to adapt to changing customer needs and expectations. Remember, automation is a dynamic tool that evolves with your business, and continuous improvement is the key to staying ahead in customer support. Thank you for joining us on this journey, and may your Help Scout workflows always drive exceptional results for your support team and customers alike.