Blog · Industry
Which accounts raised twelve tickets last quarter and none this one. Which high-value customers have never been proactively contacted. Which team handles forty accounts and has a backlog on eight. From the service desk and the account list, reconciled so service and sales see the same customer.
How a customer service leader turns the ticket export into a weekly list of accounts whose contact volume has jumped against their own history, why the account's own baseline beats a global threshold, the surge score, and the two readings every surge has: a product problem or an account about to leave.
16 Sept 20262 min readHow a customer service leader finds the tickets that a help article, a product change or an onboarding step would have prevented, from the ticket export: tickets by category and sub-category, the share that are how-to against fault, the how-to questions that recur across accounts, whether a help article exists for each and whether it was viewed before the ticket, the handling time consumed, and the deflection list ranked by hours a month.
16 Sept 20262 min readHow a customer service leader measures the support effort each account consumes, from ticket handling time and the account list: hours per account per quarter, effort per dollar of revenue against the norm for accounts of the same tier and product, the accounts far above it and the categories driving them, the accounts far below it that may be disengaged, and the two conversations, product and commercial, that the split points to.
16 Sept 20262 min readHow a customer service leader measures repeat contact per account from the ticket export: tickets reopened or re-raised on the same issue within a stated window, the accounts whose repeat rate is well above the base, the categories where repeats cluster, and why an account-level repeat rate is a churn signal the team average cannot show.
16 Sept 20262 min readHow a customer service or support team rolls tickets up to the account and reads the two signals that predict churn, an account that went quiet and an account whose volume doubled, with proactive coverage of high-value accounts and a reconciliation to the account list and revenue.
16 Sept 20263 min readHow a customer service leader measures service level attainment per account against the response and resolution targets in that account's own contract, rather than the team's default, from the ticket export and the contract register: attainment by priority per account, the accounts below their contracted level with a credit clause, the credits owed, the accounts receiving a higher level than they pay for, and the identity that ties ticket outcomes to contracted terms.
16 Sept 20262 min readThe ten questions a head of customer service puts to the team leads and the account managers, which accounts are surging against their own baseline, which have gone silent, which have to call twice, which accounts consume the most effort for their revenue, are we meeting each account's own SLA, what credits are owed, which how-to questions would an article have answered, which categories repeat across accounts, which tickets have no account, and what changed, each with the table from the ticket export, the contract register and the account list, and the answer to send back.
16 Sept 20262 min readHow service teams should choose analytics software: start from the questions, check the data you hold, ask vendors ten questions, avoid the traps.
24 Sept 20264 min readThe complete support effort ratio calculation on five accounts, small enough to check by hand: handling hours from the ticket export, quarterly revenue, effort per thousand dollars of revenue, the norm as the median among accounts of the same tier and product, the ratio to norm, the category split that separates a product fault from onboarding from a commercial mismatch, the account whose effort is near zero and whose tickets fell, and the assertion that effort hours sum to logged handling time, so a reader can reproduce every figure and then run it on their own ticket export.
17 Sept 20263 min readThe ten KPIs a B2B customer service or support team should run on, each with its formula, the export it comes from and what it tells you: contact volume per account against its own baseline, first contact resolution per account, repeat contact rate, SLA attainment against the SLA each account signed, effort per account against revenue, silence as a churn signal, deflectable tickets by category, time to resolution by severity, backlog ageing, and cause categories that recur. Also the three measures most teams miss, the figures to drop, the identities, and who owns what.
17 Sept 20264 min readThe complete repeat contact calculation on ten tickets from three accounts, small enough to check by hand: each ticket's category, opened and closed dates, reopen flag and linked ticket, the repeat rule as reopened or raised in the same category within fourteen days of a closed one, the state per ticket, the repeat rate per account against the team's base, the minimum ticket count that keeps a small account off the list, the category where repeats cluster, and the assertion that tickets equal first-contact resolved plus repeat plus open, so a reader can reproduce every figure and then run it on their own ticket export.
17 Sept 20263 min readAccount coverage analytics for customer service teams. Which customers you are hearing from, and which have gone quiet.
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