Customer Service: Real-Time Reporting and Metrics

Having on-the-fly reporting and metrics in order to address customer service developments is a necessity for many customer-facing companies.

Being able to resolve a serious customer complaint or listen to a helpful suggestion shouldn’t be a luxury. Bill Price of Driva Solutions and OpenView Senior Advisor believes that companies that have this capability can offer comprehensive and adaptive customer service. In this short video, Price discusses the value of an active backlog for customer queries, the importance of having an escalation pipeline that reaches supervisors in the event of a pressing customer matter and other real-time reporting.

Customer service data of this nature is often time-sensitive. Addressing these matters quickly is of the utmost importance. And without real-time practices in place, this would be a daunting task. For more on real-time customer service reporting and metrics, watch the video from OpenView Labs featuring Price.

Brendan Cournoyer
Brendan Cournoyer
Content Strategist

Brendan worked at OpenView from 2011 until 2012, where he was an editor, content manager and marketer. Currently Brendan is the Vice President of Corporate Marketing at Brainshark where he leads all corporate marketing initiatives related to content, creative, branding, events, press and analyst relations, and customer marketing.
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