Herodesk

Announcing Reports

Anders Eiler
Anders Eiler
Founder

Jan 30, 2024

When handling tens, hundreds or thousands of conversations with your customers across multiple channels every month, it becomes increasingly important to be able to drill down into the data to see and understand where the workload is coming from and if it’s being handled correctly.

Announcing Reports When handling tens, hundreds or thousands of conversations with your customers across multiple channels every month, it becomes increasingly important to be able to drill down into the data to see and understand where the workload is coming from and if it’s being handled correctly.

To help you do that, we have now released a new Reports module.

All users with Admin or Manager rights will now see a new “Reports”-tab in the top menu. This will lead to the new reports section.

In this first release, there are 15 metrics across three different reports. See the video below or keep reading to get an introduction.



Conversations


The conversations section gives insight into the number of new conversations, how many are pending and open, and how many you’ve re-opened.

Use this to get an insight into how many conversations you receive in the different inboxes, channels or with various tags across time.

Busyness


The busyness section shows you at what time of the day and week your team is most busy. It covers new conversations, messages received and messages sent. Use this to see if you need to reallocate resources to be better available when your customers are contacting you.

Effectiveness


The effectiveness section lets you see how effective you and your team are at handling your customer's questions. It gives you insights into how many conversations you’ve replied to, messages you’ve sent and (perhaps more importantly) the median time from a conversation is created until it receives its first reply or is closed.


Filter and drill down into the data


For every report, you can drill down into the data and zoom in on:

  • One or more inboxes
  • One or more channels
  • One or more tags
  • One or more specific users (only on the effectiveness report)
And, of course, select the time frame for which you want to see data. The graphs also compare your selected time frame with the previous period. If you wish to see data for this month, corresponding data for the previous month is added to the graph for comparison.

Export data


Sometimes, you need to work with the report data in other formats or compare it to other data from your business. To accommodate that, we’ve added an Export feature that lets you download all the report data you see in CSV or Excel format.


The first 15 metrics are available now. They are updated daily, during night-time.

If you have any questions or if there are reports or metrics you think are missing, don’t hesitate to contact us and let us know.

For Latest News, Updates & more Blogs like this...

Subscribe to our newsletter line shape to stay in touch.

Ready to - if not, read more about our Product Here.

Related on the blog

Other blog posts in this category

New GoldenPlanet widget F

New GoldenPlanet widget

Goldenplanet integration With this new widget, e-commercers using the GoldenPlanet can connect their webshop with Herodesk and have all your customers' orders, order details, payment details, shipping details, track ‘n trace codes, etc., easily available inside Herodesk when handling your customers' questions. Our goal is still to make customer support easy. For webshops using the GoldenPlanet.dk webshop platform, customer support is significantly easier when you can gather support requests from e-mail, Facebook messenger, Instagram DMs, and Live Chat on your website in one central location that integrates directly with your webshop. That’s now possible with Herodesk, and with our new GoldenPlanet.dk integration, you’ll get all your customers' orders-details directly available inside our customer support platform. Use AI to translate messages If you help customers in different languages, Herodesks’ new AI-powered features can assist you with automatically translating inbound and outbound messages to and from any language of your choice. It helps break down language barriers and makes it easier to help your customers in any language and expand your business abroad. Get started for free You can try it out and get started for free with our Herodesk Free package. It lets you set connect up to two channels (fx e-mail and a live-chat) and connect your Goldenplanet.dk webshop to Herodesk. For free. Sign up for free and get started here.

Read full post

Anders Eiler
Anders Eiler
Nov 14, 2024
Welcome, Sara! F
#Company

Welcome, Sara!

We can’t wait for next Monday! Sara will be joining us as our first full-time employee along with me. Sara’s job will be to ensure that every one of our customers gets the best possible experience—from the very first meeting with us to getting fully onboarded and seeing the full value of using Herodesk. Sara will own the customer journey, making it her mission to design and execute a process that’s as smooth and supportive as possible. She’ll help our customers see why Herodesk is the perfect fit, ensure they’re fully onboarded, and help them make the most of everything we have to offer. As we work more closely with our customers, it’s clear that many people out there need something that’s not just easy and affordable, but also comes with the right support to get started. That’s exactly the kind of help we want to provide. We can’t wait to get started with Sara on Monday and take Herodesk to new heights! Let’s go! Anders Founder

Read full post

Anders Eiler
Anders Eiler
Nov 8, 2024
Introducing new AI-powered features in Herodesk F
#Product

Introducing new AI-powered features in Herodesk

When we originally created Herodesk, we wanted to create a customer service platform for small and mid-sized businesses that would make it easy for them to help their customers. That’s what we believe good customer service is all about: Making it easy. It should be easy for you to help your customers so that it’s easy for them to get the help they need. One of the things that has gotten a lot of attention in the customer service sector recently is artificial intelligence. It’s a great way to automate and simplify many tasks in customer service. It’s not a silver bullet that can do everything for you, but it can be a great help when utilised correctly. That’s how we’ve been working with AI for the past few months: In a way that helps you help your customers. We’re working with AI in three stages: Stage one: Text manipulation and analysis. Stage two: Suggested replies based on relevant context. Stage three: Autonomous chatbot that can automatically reply to customers. And today, we’re announcing the release of the first AI-powered features in Herodesk in stage one. We’ll give an in-depth presentation to each of the new features over the next few weeks, but for now, here’s a brief introduction: Automatic translation of in- and outbound messages Herodesk can now automatically translate inbound messages from customers and outbound messages from you to and from any language and across any channel. This works regardless of whether you communicate via e-mail, Facebook Messenger, Instagram DM’s or our Live chat. For example, if a customer writes to you in French, you can ask Herodesk to translate it to English. Then, as you type your reply in English, it can automatically translate it to French, so the customer receives a reply in his own language. AI Assistant to help you We’ve created an assistant that comes along with every customer conversation that can help you in different ways. For example, summarise the conversation, translate parts, or suggest next steps. The assistant can also see the reply you’re drafting to the customer, and help improve it by fixing grammatical errors, making it more professional, concise, or elaborate. Just ask the assistant, and it’ll help. Message analysis and intention understanding in Rules You can use AI to analyse messages from your customers. Until now, we’ve been able to trigger rules on certain keywords, but with this update, AI can analyse the message instead. Does the customer want to change or cancel an order? Is the customer happy, angry, or does the message seem important? Or is it written in a specific language? There are numerous ways that we can now use AI to get a deeper understanding of inbound messages and create rules to automate workflows around them. One way to utilise this that we’re particularly excited about is this: When a new conversation is received, check if the customer wishes to change or cancel an order. If yes, send a message to your WMS to pause the order (so that it’s not sent to the customer) until your customer service team has handled the question. The new AI-powered features are available now for all current and future customers. To get access, you must upgrade to the new Herodesk Plus package that contains AI, priced at €39.95 per user per month (still with a 20% discount for yearly prepayment). The new prices and packages are not yet visible on our website. They are available through your Herodesk subscription page, though. Honestly, we’ve been more focused on the product than our sales site, but we’ll update it ASAP. We will keep updating, improving and adding more features in Stage one, all focused on utilising the powers of AI to make it easier for you to help your customers. We will implement the Stage two features mentioned above during the first half of 2025. This will enable Herodesk to automatically write draft replies to your customers based on the knowledge it has gained about your business. Finally, we plan to implement Stage three, an autonomous chatbot that can automatically reply to your customers, during the second half of 2025. But more on this later. For now, we hope you enjoy the new features. Please share any feedback, ideas, or suggestions you have with us.

Read full post

Anders Eiler
Anders Eiler
Nov 4, 2024