Measuring Success with the Company and User Report

When you’re leading a customer support team, you're not just handling emails—you're steering the ship. Your team is the face of the company, interacting directly with customers and solving problems left and right. But how do you ensure your team is performing at its best while keeping customers happy? That’s where the Company and User Reports in Help Scout come in handy. 

What do these two reports do?

Company Report: This report gives you insights into your company’s overall performance. It’s about how your organization is doing with support as a whole—how many emails are coming in, how quickly your team is responding, and whether customers are satisfied with the service they’re receiving. It’s like getting a health check on your entire support operation.

User Report: This one focuses on your individual support reps. It’s all about tracking how well your team members are handling their tickets—how many they’re resolving, how quickly they’re responding, and where there might be room for improvement. It's a window into your team’s day to day work.

These reports give you a bird's-eye view of how your support team is doing, both as a whole and individually. But these reports are not just about tracking numbers; instead they help you to gain insights that help you make smart, data-driven decisions to improve your team’s efficiency and, ultimately, your customers' experience. 

Let’s go through a few examples of how you can leverage these reports to gain those valuable insights. 

Quickly understand your team’s productivity at a glance with User list

At the bottom of the Company Report, you’ll see a list of each User who has replied to a conversation during your desired reporting period. This list includes the number of Replies Sent, unique Customers Helped and Happiness Scores for the reporting period. At a glance you can identify outliers and make sure that your whole team is on track. This is a great option for a quick temperature check. 

Identifying Star Performers (and Those Who Need a Little Extra Help)

Using the User Report, you can drill down into each support rep’s performance across all channels. Maybe you’ll find that Sarah consistently resolves tickets in record time and receives glowing feedback. But you also notice that Josh has been struggling with response times and gets more follow-up questions than his peers.

With this insight, you can reward Sarah for her stellar work and schedule a coaching session with Josh to help him improve his efficiency and customer interactions. This type of insight just isn’t possible with Shared Inboxes in a tool like Gmail or Outlook, where you can’t even tell which of your agents is replying.

Use Teams to get the Full Picture

If you use our Teams feature, you can drill down on specific Teams performance with metrics like, Replies to Resolve, Busiest Day of the Week, First Response Time and of course Customer Satisfaction with the Happiness Ratings. 

Having this variety of metrics available can help make sure that you’re seeing the full picture of a Team’s performance and workload. Our own Director of Support, Katie Harlow says: 

*Teams is available on our Plus and Pro Plans. If you don’t have access to this feature today and would like to, please contact our support team for more information. 

Empower Agents to Set and Track their Own Goals

The User Report is a great tool both for support leaders as well as for your individual support reps to keep track of their own progress. Many members of Help Scout’s own support team keep their User Reports open every day and check in with that report periodically to make sure that they’re meeting their goals throughout the day, week or month. 

Having this easy to read benchmark available means that we’re all able to easily tell when we might need to stay in the inbox longer or when you’ve met a goal and maybe have extra time for project work outside of answering customer questions. 

Addressing Company-Wide Issues

You can effectively monitor issue trends by combining Tags with Reporting Views. When your support team uses a Tag to track a specific bug or feature request, you can filter your reports through a Reporting View to focus solely on conversations containing that Tag. This enables you to provide clear, data-driven insights to other teams at your company who might benefit from that data.  

For example, maybe your support team is getting a flood of tickets about the same issue. By analyzing the Company Report, you can spot the trend early and work with your product or engineering teams to resolve the issue before it becomes a bigger problem. The sooner you can address these widespread issues, the quicker you can reduce ticket volume and improve the customer experience.

Tracking Progress Over Time

Let’s say you’ve implemented a new customer support strategy. You’ve hired more reps, improved training, and rolled out new tools. How do you know it’s working? The Company Report allows you to track your team’s performance over time. Are response times improving? Are customers more satisfied? You can use this data to measure the success of your initiatives and make informed decisions about future improvements.

Customer support isn’t just about responding to tickets—it's about anticipating needs, understanding trends, and guiding your team to deliver the best service possible—and that’s where the Company and User Report in Help Scout can be your best friend.

By leveraging these insights, you’re not just keeping things running smoothly—you’re continuously improving your team’s efficiency and creating better experiences for your customers. And that’s a win for everyone.