Three things every support manager says
“We close tickets. We don’t know why they open.”
The ticket count is on the dashboard. The reason is in the text, and nobody reads it as a whole.
“CSAT dropped. Nobody knows why.”
A score says something changed. It doesn’t say what, or since when.
“The same questions, again and again.”
Every repeat costs minutes of the team’s time. Added up, they cost headcount.
Click a message
Demo data. In your own audit, the themes come from your own texts.
Account access
- Conversations / 30 days
- 412
- Team hours / month
- ~70
- Solvable with an article?
- Yes, mostly questions
12 weeks · what they say, in their own words
“den mporo na kanw login apo xthes, ti na kanw?”
Order status
- Conversations / 30 days
- 298
- Team hours / month
- ~41
- Solvable with an article?
- Partly
12 weeks · what they say, in their own words
“They told me 2 days, it’s been 5.”
Waiting time
- Conversations / 30 days
- 164
- Team hours / month
- ~22
- Solvable with an article?
- No, a staffing issue
12 weeks · what they say, in their own words
“I’ve been waiting three days for an answer.”
Three answers your helpdesk doesn’t give you
What each contact reason costs
Conversations × minutes × hourly cost, per theme. With the real handling time, where your source provides it.
Which contacts don’t need to happen
Themes that are mostly questions, with a draft help article. Once it’s published, you measure whether they went down.
Who talked about leaving
The customer who wrote “I’ll look elsewhere” stands out, with an alert to the team before they go.
Where it hurts, in your own categories
The columns of your export (queue, channel, shift, team) become filters. Click a queue and see its themes, how its tone moved and what people say. Demo data.
Which week the tone got worse, and which themes made the difference.
“The Accounts queue passed 50 negative comments in a day”, by email, Slack or Teams.
For teams with few people, small groupings are not shown separately.
The call’s score, with the why, and someone who calls back
A short survey after the call. The link leaves from your own system, by SMS or email, and carries the call number so the answer comes back tied to it.
- The call endsYour system sends an SMS with the link and the call number.
- The customer answers3/10 · “They put me on hold three times.”
- A case opensWith an owner and a deadline. The team is alerted right away.
- The comment becomes a themeNext to the tickets, with the weekly score above it.
And also:
- CSAT, NPS or CES
- In your name and colours
- Greek and English
No new helpdesk, no new contact center
A document you forward to management as it is
You get it as soon as the first upload finishes: what they say, who says it, what it is worth, and what we don’t know yet. Self-contained, printable, with no logo of ours in the body.
«I wait three days for an answer to something that takes two minutes.»
What you upload stays yours. From the first row to deletion.
- You connect or uploadZendesk, or a CSV or Excel file with your own columns.
- We clean itEmails, phone numbers and VAT numbers are removed before any AI processing.
- Stays in the EUDatabase and files in Helsinki. We don’t train any model on your data.
- You delete whenever you likeExport or deletion, from the app.
Not a call center?
See it on your own tickets
One export, a few minutes, one document for management. And a person, if you’d like to ask something first: talk to us.