Metrics/Data Tracking

dustin's Avatar

dustin

10 Jun, 2009 11:22 PM

Hey guys,

I am looking into alternate customer support software for the company I work for, and a couple members of our development team have recommended TenderApp to me. I really like what I'm seeing so far! The one concern that I have is that I haven't been able to find much info on what options, if any, Tender provides for metrics and data tracking. We track a lot of information from each email and phone call that we process, including the contact's email address, the type of issue the customer reported, various times (time the inquiry was received, replied to, and time taken to respond), and whether or not the issue was a showstopper (if it prevented our customers from using our software), among others. In addition, we also track the number of total inquiries we receive on a daily basis, and use that to calculate our daily/weekly/monthly averages. Does Tender provide any way to track information such as this, either through each individual user's dashboard or via some sort of all-encompassing report? If not, can I get a description of what sort of data tracking/reporting is available with Tender (if any)?

Thanks!

  1. 1 Posted by Kyle Neath (Git... on 11 Jun, 2009 06:27 AM

    Kyle Neath (GitHub Staff) 's Avatar

    Hey Dustin,

    The short answer is sort of, and we definitely intend to improve upon this area. I'll elaborate a bit on your different points:

    1. Data Tracking - We don't really offer any manual way of entering in custom fields. We do allow you to pass custom attributes with our SSO/Autologin functionality. For example, on our Lighthouse tender, we pass in the user ID and a link to the user's admin page (see 1st attached image). You cannot search on these attributes or enter them manually (as you would need for phone entries).

    2. If you want to track whether an issue is a showstopper or not, you can use our custom queues feature. For example, if you take a look at the 2nd attached image, for this discussion I could add it to the "High Priority" queue and it would show up in the dashboard.

    3. Stats - we don't have any statistics (beyond the numbers on the dashboard showing response time & open issues) right now, but hopefully in 2-3 months we can get to this. It's something I really want to do - tracking all the numbers you were mentioning as well as a host of other analytics.

    Feel free to sign up for a test account to see how it feels if you haven't already: http://setup.tenderapp.com/setup You don't need to enter a credit card until your trial is up (if you choose to continue using tender).

    Thanks for your interest!

    Kyle

  2. Kyle Neath (GitHub Staff) closed this discussion on 11 Jun, 2009 06:27 AM.

  3. dustin re-opened this discussion on 22 Jul, 2009 12:23 AM

  4. 2 Posted by dustin on 22 Jul, 2009 12:23 AM

    dustin's Avatar

    Hey Kyle,

    Thank you for getting back to me quickly on the questions I had last month! Unfortunately, we had to put some projects on hold while we went through an audit, but we're getting things back on track and I'm hoping to get approval to give Tender a try within the next week or two. Before I do so, I've got some information I need to present to the higher-ups, and have a couple questions that I anticipate they'll be asking about. Some of these questions might be a little off-topic from my previous set of questions, but I figured it'd be easier to hit you with them all at once instead of creating separate topics. Anyway, onto the questions!

    Email/Discussion:
    1. Our customers have a couple different email addresses they can contact us at. Can we set Tender up to use all of these addresses?
    2. If a customer replies to another customer's discussion thread, does Tender send the thread owner an email notifying them of the new post, or are those emails only sent when staff replies?
    3. Are there any options for moderation of discussion posts (language filters, required staff approval before posts appear to the public, etc.)?

    Other:
    4. Is there any tracking available for the knowledge base (top visited topics, etc.)?
    5. For the average response time metric in the dashboard: can we set custom time parameters for this? We don't provide 24/7 customer support, and currently adjust our metrics to only account for response time within operating hours.
    6. Finally, I'd like to give some examples of companies who are currently using Tender. Would you be willing/able to provide the names of any companies using Tender? If not, don't worry - I understand! I figured it couldn't hurt to ask! :)

    Thanks again for all your help, and hopefully we'll be signing up for that trial soon!

    - Dustin

    -----Original Message-----
    From: Tender Support [mailto:[email blocked]]
    Sent: Wednesday, June 10, 2009 11:28 PM
    To: Dustin Roberts
    Subject: Re: Metrics/Data Tracking [Questions]

  5. 3 Posted by rick on 22 Jul, 2009 04:56 AM

    rick's Avatar

    1) Yes you can have as many multiple incoming email addresses, and even point them at different categories. We have [email blocked] and [email blocked] that go to two separate categories.

    2) Customers receive notifications of all updates (unless they specifically turn email updates off)

    3) No language filters, but you can make discussions in a category private by default. Incoming emails are always private, regardless of the category.

    4) Not currently. See Kyle's answer.. I'm hoping that FAQs get metrics as well as Discussions.

    5) No. This is something we'd like to look at, but it's not that critical in my opinion.

    6) Well, we're not in the habit of giving out our customers. However, these sites are linked from their websites, so it's no big secret :)

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