Massive dataset: discovering the ability of numbers
The sheer volume of information analyzed – 12,000,000 support tickets – makes this study stand out. This extensive dataset allows for very detailed and accurate evaluation of performance metrics across various support tools. Liam Martin stressed that this evaluation isn’t nearly numbers; it’s about understanding the complex details of how different support tools work in several settings.
Key players: Analyzed applications
The study focused on the highest ticketing apps, including Zendesk, Freshdesk, Intercom, HubSpot, Gladly, and Help Scout. These tools were chosen as a consequence of their wide use and status within the industry. Each tool was assessed against several key performance indicators, giving a transparent picture of their strengths and weaknesses.
- Zendesk: Known for its robust features and high ticket volume, Zendesk has grow to be a frontrunner within the variety of tickets opened per user per day.
- Freshdesk and intercom: Each tools demonstrated high ticket turnaround time performance, placing them within the mid-range for tickets opened per user per day.
- HubSpot: Although HubSpot is more sales-oriented, it has demonstrated commendable performance in resolving support tickets.
- Willingly: As a comparatively recent player, I’m impressed by the high variety of tickets opened per user per day and the short resolution time.
- Help Scout: Known for its user-friendly interface, Help Scout delivers balanced performance by way of various metrics.
Methodology: How the evaluation was conducted
Key findings from evaluation of 12 million support tickets
- Differences within the performance of individual support tools
- Significant differences in performance metrics were observed.
- Each Zendesk and Gladly saw 29 open tickets per day per user.
- Gladly’s recent approach to ticket management and proven Zendesk platform contributed to high levels of activity.
- The impact of UI/UX on agent productivity
- Tools with a more intuitive user interface and user experience, akin to Help Scout, have shown higher productivity amongst help desk employees.
- Investing in user-friendly support software is crucial to increasing productivity and efficiency.
The long run of support software
Application
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