Peak Helpdesk / Guide
The customer effort score asks how easy it was to get help. Here you calculate that side in time: how many minutes does a customer spend searching, writing, waiting and sending more details? And how many would it be with a simpler flow?
Your assumptions
Your own assumptions. No benchmark and no performance promise from Peak Helpdesk.
Your time budget
less time in the comparison scenario
Your own assumptions. No benchmark and no performance promise from Peak Helpdesk.
01 / Calculated openly
The amount is the number of requests per week, the duration the minutes a customer spends per request. The calculator does not replace a survey, it only makes your assumption visible.
The calculation
Your entries stay visible. The result follows exactly this calculation.
The display rounds to whole minutes. The result file contains the unrounded values.
The number describes how many requests you expect to handle.
You decide the time per request yourself.
The difference compares only your two assumptions.
02 / Other perspectives
Calculation examples to change. The values are not measured product data.
Example: the customer has to send details several times.
Example: one good first reply is enough.
03 / Move on transparently
In Peak Helpdesk one ticket keeps together everything the customer has already said, so nobody asks twice. Your team records satisfaction from 1 to 5 on solved tickets.
Your own assumptions. No benchmark and no performance promise from Peak Helpdesk.
A measure of how easy it was for customers to get help. It is usually collected with a short question after the resolution.
No. An automatic survey is planned. Today your team records a satisfaction from 1 to 5 on solved tickets.
From you. They are your assumptions, not measurements and not benchmarks.
