The support function is the last line of defense against a bad UX, but having to contact support isn’t great UX. Ideally, the support agent wouldn’t have a single ticket to handle and instead be paid to solve problems at the root. The KPIs we have don’t fully reflect this.
On Zendesk, for the design kits, sales, contact, and premium templates:
Type: Lagging
Why? Because customer satisfaction is all that matters. It gives an overall picture.
Target: >85%
Value:
https://tools-public.mui.com/prod/pages/zendeskSatisfactionScore?toolpad-display=standalone
More details about the negative reviews: Toolpad or Zendesk.
Responsible: Nikita & Tina & Greg
Accountable: Head of Operations @Raffaella Luzi
Type: Leading
Why? To give us a sense of the workload. The more time we take to answer, the more likely to be understaffed. Otherwise, people love fast support answers, so they don’t lose the context of what they were working on when they faced the issue.
Target: p90 <4 hours
Value: https://mui.zendesk.com/explore/dashboard/precanned
https://tools-public.mui.com/prod/pages/zendeskFirstReply?toolpad-display=standalone
More details about the slow answer cases: Toolpad. Zendesk built-in analytics