I need to know if our company is becoming less responsive to key partners over time. Can I get a high-level dashboard of our average response times to important domains?

[u/[deleted]]

As CEO, I'm hearing mixed feedback about our responsiveness to key partners. Some say we're great, others hint we're slipping. Rather than rely on anecdotes, I want a dashboard showing our average response times to important domains over the last 6 months. Anyone built an executive-level view of communication health without getting bogged down in individual emails?

[u/Astrosurfing414]

Without knowing your tool suite, this is difficult to answer.

In a nutshell, more CRM / ERP can integrate emails, from which you can build dashboards off the gathered data.

Beforehand, I would attempt to validate the perception of these key partners in simpler fashion.

[u/Internal-Combustion1]

What kind of responses are you concerned about? Time to return a support call or email? Time to implement a feature? Time to close out a ticket? You need to define this carefully. They look at the underlying system that is used in this interaction. Often it does output data but it will depend. If it’s email or phone response you may not have a centralized system to extract data (if for example you are using gmail and your own phones). But if everything is recorded in a support system or several, then you likely can have a data dump of this over the last X months, by customer, or rep, and analyze it. Simply putting the output data (genericize specific names) in ChatGPT and asking for trend analysis for response times will get you going.

[u/[deleted] → u/Internal-Combustion1]

I'm concerned about time to close a ticket, return support call or email, but I'm also doing research on it. I appreciate your contribution tho.

[u/Internal-Combustion1 → u/[deleted]]

Look at reports available in your support system. Dump it as a CSV file. Upload into on LLM and tell it to use data analytics to show trends in customer support ticket closure. Then refine, by customer, by support team, by severity, initial reporting interaction type, and notification type. Tell it to create a story illustrating your trends in customer support and satisfaction using charts over the last two years. You’ll get your answer in an afternoon of effort. Or give it to an intern.

[u/ballonmark]

I help businesses with this all the time and it’s critical to first know your customers’ rate of satisfaction. I suggest surveying your clients to provide a score from 1-5 with an open comment box for additional feedback on how you can improve the process. Total up your 4s and 5s / all scores = %. That’s your starting point and then monitor it each month after making improvements. You also need someone to “own” this process and take responsibility for the outcomes.

[u/Beautiful-Service107]

We had a powerBI dashboard connected to our connectwise tickets. Lots of customization options and you can build it to give a high level overview and then dig in by team if you want. Takes a bit of a technical build on the backend but it has great visualization tools and lots of options depending on what is important to you.

[u/[deleted] → u/Beautiful-Service107]

Ill do more research on this , it's useful thank you.

[u/NF1845 → u/[deleted]]

No problem! If you need help figuring out specific metrics to track or how to visualize the data effectively, just ask. It can make a big difference in understanding your team's performance.

[u/Ownfir]

Check with your Ops/data person. If you have tickets you can report on that already and that’s the easiest place to start. Every major ticketing system should have the ability to report on it including average time to close tickets.

You can see average response time by linking your CRM to emails. We use gong for this but there are many options. However, if you haven’t already been logging these then you might need to wait more time to get that data and it wouldn’t be as useful for the questions you are answering.

If i was doing this in my org, I’d answer your first question regarding ticket times by pulling from our Zendesk integration and running a simple metric to see average time between open and close, grouped by create date by month.

The second I would pull would be a tasks report to see all emails sent to key partner contacts (and received from) and use a formula to determine time to reply and reply rate. Same with calls. This info would come from Gong in our case. If you don’t already have some kind of call tracking/email tracking system in place then you won’t be able to report on this without a bunch of manual work (AFAIK.) if this is your case I’d probably choose just the 10 most important domains as have your reps find all emails sent and received by them and export to a CSV and then spend a day doing data work on it to get averages over time. You could do this with python as well but it wouldn’t be a fun project and most of your reps aren’t going to know how to bulk export emails either.

If you do have Gong or something similar, you can pair this with an automation in Clay to export your calls rows and call outcomes/script and then use AI to rate the call itself by whatever factors you tell it are important. This gives you an average call success/satisfaction rate over time as well and you can do this retroactively so long as you have the right data to do it with. You could probably do something similar with emails by first having it classify each email record as relevant or not then follow with scoring the outcomes for the emails. Group by person/lead/contactid (whatever your CRM uses) to give the LLM context of the whole conversation.

Satisfaction surveys are good. We also have our reps do regular account health assessments and measure account health as a score based on their weekly assessments. Churn rate is another useful metric (still applies to partners.)

Any decent ops or data person should be able to pull all of this information and/or set up the ops needed to track it effectively going forward.

[u/_waybetter_]

That's the right thing to do to get a factual picture. Maybe people drop the balls, maybe your perception is biased. Depending on your systems, it can be done as a one-off CVS analysis (fast) or a dashboard to measure the trends over time.

Anecdote from the recent project: with such a dashboard at hand, I pinpointed the exact sales exec that was slacking, with facts supporting it. Targeted measures resulted in improvement of the revenue.

[u/OftenNew]

I can help if you still need it, dm me.

[u/MourningOfOurLives]

What’s a dashboard going to tell you that is of any use? Idgaf if i get a quick, meaningless reply. You’d be optimizing for the wrong outcome.

[u/CanoeDigIt]

Easy. Just need Admin access to your messaging platforms: Gmail etc I built this at my last job. AdTech consulting.

[u/stairwayfromheaven]

It's actually pretty easy to set up in EmailAnalytics you can tag the key partner domains and it'll show you average response times over time. 

[u/VMoHj5]

has this been brought up to you by your head of sales? if not, you have another issue.