When Amir started in his role as Customer Service Director at a leading, global software company there was little structure or accountability within the Support team. They weren’t on the same page — and individual performance varied drastically. Being a remote team only amplified the problems, agents were often working in silos with no visibility of what others were doing.

Ralph van den Borst has been with 3D printing filament company ColorFabb for four years. When he joined, the team were using Outlook to manage their incoming tickets – they had about 240 sub-folders. He’d often hear the team say things like “we’re really busy today” or “today was a bad day” but as a data oriented person, he couldn’t grasp how they were making such statements.

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. As a matter of fact, research shows that 40% of customers stopped doing business with a company due to poor service. However the current economic climate is forcing more companies to make tough decisions regarding where to focus their resources.

As you likely will have heard by now, Google's old Universal Analytics will finally stop processing data on July 1 2023, with the newer Google Analytics 4 (GA4) taking up the mantle. And although most businesses use Google Analytics, most businesses don’t have a dedicated analytics specialist.

Josh Hus, IT Services Manager at Veho, tells us how their internal Help Desk use Geckoboard to track workload as well as to spot ongoing issues that might need addressing.

We’ve all been there. Unlocking our phone, opening the Uber or Lyft app, and ordering a ride. When we do so, both the driver and rider are agreeing to certain terms and conditions: picking the rider up within a designated time frame, how much the trip should cost, an estimated arrival time, and delivering the rider to their destination safely. This agreement of sorts is similar to Service Level Agreements (SLAs), which ensures service obligations and promises are kept.

We talk with James (Customer Experience Manager) and Tania (Deputy Customer Experience Manager) from Jigsaw about how implementing dashboards has transformed their agents' relationship with data.

Recently we shipped a new Interactive View - currently in beta - that makes it much quicker to investigate interesting changes to your metrics in Geckoboard, without jumping into more complicated tools. It’s currently available on Zendesk Support, Intercom, Facebook Ads, Google Analytics 4, Google Search Console, Shopify and Stripe widgets, on all plans.