Customer Service

The Customer Service tab shows how much support work each brand creates. It counts chat messages in each brand's channels, split between messages from the brand and messages from your team, and the tasks opened for each brand. It also compares both against how much the brand ships, and shows message volume for each account manager.

Who can see this

You need the View insights permission, which 3PL Admins have by default. People who aren't admins only see the brands assigned to them. See Insights overview.

Overview

  • See messages from brands and from your team, plus messages and tasks per shipment, for the period.
  • Follow message and task volume over time, with a line for each brand.
  • Spot brands that create a lot of work for their shipment volume.
  • Compare every brand's message split, shipments, and tasks in one table.
  • See how many messages each account manager sends and receives in the brands they manage.

Screenshot: The Customer Service tab. (pending capture)

Pick a period

  • Period — 7 days, 30 days, 90 days, or Custom. The tab opens on 30 days, and a custom range can't be longer than 400 days.
  • Group by — Day, Week, or Month sets the buckets in the trend charts.

Days are calendar days in UTC.

What's counted

  • Messages are chat messages in a brand's channels. Reactions don't count.
  • Messages from brands are written by the brand's own users. Messages from your team are written by your 3PL team into brand channels.
  • Tasks are tasks opened during the period for the brand. Cancelled and deleted tasks don't count, but internal tasks do.
  • Shipments are orders that shipped with a tracking number during the period, the same count as on Operations.

Headline figures

  • Messages from brands — for the period, with the dates below.
  • Messages from your team — sent into brand channels.
  • Messages / shipment — messages from brands divided by shipments.
  • Tasks / shipment — tasks opened divided by shipments, with the number of tasks opened below.

Trend

The Trend section has two charts that share the same brands and buckets:

  • Messages — total chat volume in each brand's channels, in both directions.
  • Tasks — tasks opened per bucket.

The charts start with the 6 brands with the most activity, and each brand keeps the same color in both. To add or remove a brand's line, use the swatch beside it in the Brands table. To hide a line for now, select the brand in the legend. Reset to top 6 goes back to the default brands, and Download CSV exports the trend.

Support load

Messages per shipment and Tasks per shipment plot one bubble per brand that shipped in the period. Shipment volume runs across, the rate per shipment runs up, and bubble size shows total messages or tasks. A brand toward the top right is a large account that also creates a lot of work per parcel.

Brands with no shipments in the period don't appear on these charts, because they have no per-shipment rate.

Brands table

For each brand, the Brands table lists:

  • Sent by brand and Sent by 3PL — messages in the brand's channels from each side.
  • Split — the share of the brand's messages written by the brand compared with your team.
  • Shipments, Messages / shipment, Tasks opened, and Tasks / shipment.

The per-shipment values are colored against the typical brand (the median): at or below in green, up to 2× in amber, and over 2× in red. Hover over a value to see the comparison. Select Download CSV beside the table heading to export it.

Account managers

The Account managers table shows each account manager's Brands managed, Messages sent, and Messages received:

  • Messages sent are the account manager's own messages in the channels of the brands they manage.
  • Messages received are messages from those brands in the same channels.

Only people assigned as a brand's account manager appear here. A teammate who chats with brands but isn't an account manager isn't listed. Select Manage in Directory to open the Directory's users list, where you can assign account managers. Select Download CSV to export the table.

Tips

  • Scan the Brands table for red Messages / shipment values to find accounts that may need a process change or clearer instructions.
  • A high Sent by 3PL share can mean your team is chasing the brand for information.
  • To see how quickly your team answers brands, rather than how much they talk, use the Response SLA.

Common questions

What's the difference between Sent by brand and Sent by 3PL? Sent by brand counts messages the brand's users wrote in the brand's channels. Sent by 3PL counts messages your team wrote in those same channels.

What does Messages / shipment mean? It's messages from the brand divided by the orders it shipped in the period. It shows how much chat a brand creates for its volume.

Which tasks count on Customer Service? Tasks opened for the brand during the period, including internal tasks. Cancelled and deleted tasks don't count.

Why isn't someone in the Account managers table? The table only lists people assigned as account managers for at least one brand you can see. Assign account managers from the Directory, then check again.

What do the colors in the Customer Service brand table mean? They compare a brand's messages and tasks per shipment with the typical brand. Green is at or below typical, amber is up to twice typical, and red is more than twice typical.

Is Customer Service the same as the Response SLA? No. Customer Service counts how much chat and task work brands create. The Response SLA measures how quickly your team answers brand questions. See Response SLA.