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CASE INSIGHTS

Modified on Mon, 10 Jun at 9:43 AM

A micro view in measuring or understanding Customer Experience.


TABLE OF CONTENTS



Summary

This guide provides how SupportLogic Case Insights is shown in support hub and different factors that are considered in measuring or understanding the Customer Experience.


Why Case insights?


Quantifying the Customer Journey Through Data


The "Case Insights" reflects customer experience(positive/negative) based on specific data points in your ticketing system. By analyzing this view, businesses can prioritize cases requiring attention and allocate resources effectively to improve customer satisfaction.



Key Parameters Considered in the Case Insights:


Open Status: Open cases represent unresolved issues and contribute to the understanding that the customer has still not received a solution.

Customer Wait Time: Extended wait times before connecting with an agent or the time taken in analyzing or understanding can lead to frustration. The more the wait time can cause a potential dis-satisfaction.

Last Outbound Time: This metric reflects the time elapsed since the last agent communication on the case. Lengthy gaps between agent interactions can indicate a lack of progress or resolution, leading to an inefficiency.

Escalated Cases: Cases flagged for escalation suggest a more complex or unresolved issue, potentially indicating customer dissatisfaction. Escalated cases contribute significantly to the overall customer experience.

Total agent wait time: refers to the cumulative amount of time agents spend waiting for the customer to respond or provide details to take action



Benefits of Utilizing the Case Insights:


Proactive Case Management: Identify potentially frustrated customers before they churn, enabling proactive intervention.

Improved Resource Allocation: Prioritize cases with lack of progress or poor case management, ensuring critical issues receive timely attention.

Data-Driven Decision Making: Track and improve customer experience/ satisfaction over time using the key insights.

Enhanced Customer Relationships: Proactive case management based on the insights fosters long lasting relationships and positive customer experiences.



Data gathering


How is it measured?


  1. Open For:

  • This section shows how long a case has been open.

  • If the case is closed, it shows "closed".

  • If the case is open, it calculates the time it's been open in two ways:

    • If there's a specific "opened time" recorded (e.g. a field that captures the status time), it uses that value.

    • If there's no specific "opened time", it calculates the difference between the current time and the time the case was created.


                    2. Total Agent Wait Time:

Did the customer respond or contact the agent? (recent comment/ Inbound)

  • Yes → Wait time is calculated from the time the message came from the customer.

  • No → It checks if the case is already closed.

Check 1: Is the case closed?

  • Yes:

    • If there is a field that tracks the "wait time" for the customer. Then that is used.

    • If no "wait time" is available, we can estimate by looking at the time the case was closed minus the time of the customer's last message.

  • No: The case is still open

Check 2: Do we have a recorded "wait time" for the customer's response?

  • Yes: The wait time is used.

  • No: We don't have a recorded wait time, but...

Check 3: Has the support agent replied at least once? (any comment)

  • Yes: We can calculate the wait time since the last agent response.

  • No: The agent hasn't responded yet.

If We don't have any specific wait time information. We can only calculate the total time the case has been open (case creation time to now).


                    3. Time Since Last Outbound:

  • This section shows how long it's been since someone from the support team last messaged the customer about the case.

  • If the case is closed, it shows the time it was closed (e.g ‘closed date/time’)

  • If the case is open, it calculates the difference between today and the date of the most recent message from the support team.


                    4. Escalated State:

  • This section only shows information if the case has been escalated (made a higher priority).

  • It adds up the total amount of time the case has been escalated.

    • Escalation time considers the start and end times of each escalation period.

    • It ignores any time periods where escalations overlap (to avoid counting the same time twice).


In short, SupportLogic considers these data points of how long it's been since a case was opened, how long it's been since the support team last messaged the customer, waiting time of the customer and the total time the case has been escalated as applicable.




Add-ons


Total Customer Wait Time:

First, it checks if the most recent comment was from the customer (inbound).

  • If yes, it simply returns the existing "inbound wait time".

Then, it checks if the case is closed.

  • If the case is closed, it again returns the existing "inbound wait time". This is because wait time is only relevant for open cases.

  • Otherwise, it calculates the total wait time as the difference between the closed time and the created time of the case. This assumes all waiting happens before the case is closed.

If the case isn't closed, it checks for existing inbound wait time again.

  • If there's an existing wait time it adds that to the time since the most recent comment (difference between now and most recent comment time). This is because the wait time might include some period before the last comment.

Finally, if there's no existing wait time, it simply calculates the time since the most recent comment (difference between now and most recent comment time). This assumes all waiting happens after the last comment.

If there are no comments, it defaults to the total time since the case was created (difference between now and created time).



Conclusion


The "Case Insights" empowers businesses to proactively understand and address customer concerns. By leveraging this SupportLogic approach, you can gain valuable insights into the customer experience, optimize support operations, and build stronger customer relationships.





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