Support Performance Analysis - Early Access Program

What are your support tickets trying to tell you?

Many support teams measure SLA's, KPI's and performance metrics. But far fewer measure the underlying causes that drive support volume in the first place.

Why Support tickets contain valuable operational insights

Every support ticket contains an issue a customer has faced. Whilst some issues are unavoidable, most are driven by product decisions, processes, procedures and policies, and operational actions which cause friction for the customer journey, or make the product hard to use.

By uncovering the patterns in your support ticket data you can make informed decisions about where to invest your time in developing products and service processes to improve customer experience.

What is OPCX Ticket Insights

The engine behind my new Support Performance Analysis service is the OPCX Ticket Insights.

By analysing support ticket data and identifying common patterns, the service highlights the areas most likely to improve customer experience, reduce avoidable support demand and increase operational efficiency.

The service is secure, confidential and works only with anonymised ticket data. No customer-identifiable information is required as part of the analysis process.

What is the early access program?

The Early Access program is intended to invite a few support teams to try the service and see the benefits of uncovering patterns within your support ticket data.

I am looking for 5 organisations to take part in the first cohort. In return I am asking for feedback about the service and any benefits your business received from the output.

What do participants receive?

• Analysis of support ticket data

• Detailed insights report

• Recommendations for improvement

• Prioritised action plan

Participants will be among the first organisations to use the service and help shape its future direction.

Interested in taking part?

If you'd like to explore whether your organisation is a good fit for the Early Access programme, book a short call or send me a message to register your interest.

Book a short call or send a message to register your interest