Collection and reporting of customer service metrics

Purpose

1. Automate collection, aggregation, and reporting of key customer service metrics across channels specific to African goods stores, enabling visibility into satisfaction, response times, volume, resolution rates, CSAT, NPS, and campaign engagement.

2. Standardize and centralize metrics from e-commerce, social, telephony, and chat to simplify management, guide improvements, and ensure compliance in the context of ethnic goods retail.

3. Deliver actionable dashboards and scheduled reports to supervisors for proactive operational and marketing decisions.

Trigger Conditions

1. New customer service inquiry on any channel (chat, email, phone, form).

2. Resolution or closure of service tickets.

3. Daily, weekly, or monthly scheduled summary aggregation.

4. Receipt of post-resolution customer survey responses.

5. Thresholds crossed (e.g., NPS drop, slow response).

Platform Variants

1. Zendesk

 • API: Tickets endpoint – Trigger on new/updated ticket.
 • Webhooks: Listen for ticket closed/solved; send data to reporting endpoint.

2. Freshdesk

 • API: Tickets API – Fetch all closed/resolved tickets periodically.
 • Automation: Configure Observer for real-time triggers.

3. Salesforce Service Cloud

 • Function: Case object triggers – Capture Case creation, closure, CSAT updates.
 • Reports API: Extract data for dashboards.

4. HubSpot Service

 • API: Conversations endpoint – Fetch support interactions.
 • Workflow: Trigger on ticket status changes for reporting.

5. Intercom

 • API: Conversations API – Watch for new/closed chats.
 • Webhooks: Fire on user ratings or conversation changes.

6. LiveAgent

 • API: Tickets API – Retrieve customer support ticket data on schedule.
 • Event triggers: On ticket status change.

7. Twilio Flex

 • API: TaskRouter Events – Capture agent events.
 • Studio Flows: Trigger actions on call/chat completions.

8. Aircall

 • API: Call and Agent endpoints – Extract call logs, tagging resolutions.
 • Webhooks: Notify on new call/ticket.

9. Facebook Messenger for Business

 • API: Conversations endpoint – Capture inbound/outbound messages.
 • Webhooks: Message events for metrics sync.

10. WhatsApp Business API

 • Message Webhook: Collect chat records on session end.
 • Status Updates: Feed into reporting pipeline.

11. Google Sheets

 • Sheets API: Append row for every new inquiry or resolution; aggregate metrics via Sheets formulas.

12. Microsoft Power BI

 • Data API: Pull from data sources; scheduled refresh for dashboards.
 • Alerts: Trigger notifications for unusual trends.

13. Tableau

 • Connector: Connect live to databases gathering metrics.
 • Data Extract API: Automate dataset refresh.

14. Slack

 • Events API: Monitor specific support channels for messages.
 • Webhooks: Push updates when key metrics change.

15. Shopify

 • Admin API: Order and customer records trigger support tickets.
 • Flow App: Automate creation of support requests for returns.

16. Gmail

 • Gmail API: Monitor support mailbox for new threads.
 • Labels: Tag and extract support-related traffic.

17. Outlook/Office 365

 • Graph API: Pull message data from shared support inbox.
 • Rules: Route specific emails to automation triggers.

18. Mailgun

 • Webhooks: Ingest support email events.
 • Logs API: Aggregate message delivery/failure, affecting support stats.

19. Zoho Desk

 • API: Tickets endpoint – Fetch all support activity.
 • Automation Rules: Trigger on ticket state changes.

20. SurveyMonkey

 • Webhooks: Collect customer feedback survey results post-service.
 • API: Periodically fetch new satisfaction scores.

Benefits

1. Real-time and historical visibility into customer service performance across e-commerce and social channels.

2. Hands-free collection and aggregation, reducing manual labor and error risk.

3. Improved response/resolution cycles through automation triggers and thresholds.

4. Automated reporting supports targeted staff incentives, training, and campaign fine-tuning for African imports.

5. Enable data-driven decisions with direct integration to BI tools and alerting on negative trends.