Support Recap: The Data that Drives Customer Support for Over 600,000 Product Use Cases

Zapier's support measurement process has undergone several iterations, driven by data-driven decisions to provide the best customer support experience. Initially, a Google Doc called the Support Recap was created to pull information from Help Scout reports, providing a template and permanent home for that data. This recap helped influence large initiatives, such as managing a steady climb in support volume. To improve measurement, Zapier added Hively, a service that lets customers rate their interaction with support, which provides user feedback at each point of interaction. The Support Recap was revised to focus on replies and response time, with decreased emphasis on conversations and individual contributions. Despite improvements, Zapier continues to look for ways to gather more or better data, such as time-specific data and leveraging Hively's integration.