Use Cases

Support team performance dashboard

Support teams often work across a help desk, live chat and phone. Nockpoint connects those tools into one dashboard so support leads can see workload, speed and quality across every channel.

Components

Custom Dashboards
Self-Serve Analytics
Departments
Customer Support
Business Types
Software as a Service
SMBs

Summary

Connect every support channel. Bring in Zendesk, Freshdesk, Intercom and Aircall data into one dataset.

Measure service the same way everywhere. First response time, resolution time and customer satisfaction (CSAT) are defined once and applied to every channel.

Let the team explore the data. Agents and leads can filter by channel, agent, tag or time period on their own.

What you can track

  • Ticket volume by channel
  • First response time
  • Time to resolution
  • Customer satisfaction (CSAT)
  • Backlog and open tickets
  • Workload by agent

Data Sources

Zendesk support

Freshdesk

Intercom

Aircall