Customer Support
Turn every support interaction into a loyalty moment. Measure and reduce customer effort.
Customer Support / Help Desk
Support teams are on the front line of customer experience. Checkealos gives support leaders, help desk managers, and customer care teams the tools to measure CES at every interaction, audit self-service content, optimize agent performance, and identify the root causes driving ticket volume.
How Checkealos Serves Customer Support
CES Tracking & Benchmarking
Deploy Customer Effort Score surveys automatically after every support interaction. Measure effort by channel, issue type, and agent. Real-time dashboards with threshold-based alerts.
Complete channel coverage, same-day detection of high-effort experiences
Self-Service Content Auditing
Test your FAQ, knowledge base, and chatbot with real customers attempting real tasks. Measure findability, comprehension, and resolution success. See which articles actually help and which create more tickets.
50%+ self-service resolution rate, fewer unnecessary support contacts
Agent Quality & Coaching
Record and review support interactions with customer satisfaction correlation. Identify coaching opportunities from real interaction data. Track agent improvement over time.
Higher agent CSAT scores, more targeted coaching, improved first-contact resolution
Root Cause Analysis
Connect support tickets to upstream product issues. When a checkout bug generates 420 tickets per month, show engineering the video evidence. Close the loop between support and product.
Fewer recurring issues, faster root cause resolution, reduced ticket volume
Key Metrics
| Metric | What It Measures | Benchmark |
|---|---|---|
| CES | Customer effort after support | Below 3.0 on 7-point scale |
| FCR | Issues resolved first contact | 75%+ first-contact fix |
| Self-Service Adoption | Queries resolved without agent | 60%+ self-service resolution |
| Agent CSAT | Support agent satisfaction | 70%+ agent satisfaction |
Ready to transform customer support?
Start measuring every moment that matters for your team.
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