Overview of the Dashboard
Last updated December 13, 2023
The dashboard is the heart of your Atlas customer support platform, providing a central hub for managing all aspects of your customer interactions. In this article, we'll provide you with an in-depth tour of the dashboard's key features and how they can empower you to deliver exceptional customer support.
Step-by-Step Guide:
- Login to Your Atlas Account:
- Begin by logging into your Atlas account using your credentials. As the CEO of a customer-centric company, this dashboard will be your command center.
- Dashboard Homepage:
- Upon logging in, you'll land on the dashboard homepage. Here, you'll find an at-a-glance summary of critical support metrics, such as ticket volume, response times, and customer satisfaction scores.
- Customer Timeline View:
- The core of the dashboard is the customer timeline view. Click on a customer's name to access their timeline, which provides a chronological record of all interactions, including support tickets, product events, bug reports, session recordings, and more.
- Filter and Search Functionality:
- Use the powerful search and filter options to narrow down your view. You can search for specific customers, filter by support tickets, or focus on product-related activities, tailoring the dashboard to your needs.
- Ticket Management:
- Easily manage support tickets directly from the dashboard. Assign tickets to team members, set priorities, and track their status in real-time.
- Product Event Tracking:
- Monitor how customers engage with your product through product event tracking. Understand which features they use most and identify opportunities for improvement.
- Bug Reporting and Resolution:
- Streamline bug reporting and resolution by accessing bug reports within the dashboard. Assign and track bug fixes, ensuring a seamless user experience.
- Session Recordings:
- Dive deep into customer sessions with session recordings. Gain insights into user behavior and resolve issues more effectively.
- Knowledge Base Integration:
- Integrate your help center knowledge base with the dashboard. Track which articles customers access most frequently and identify gaps in your support content.
- CRM Events:
- Stay connected with your customers' journey by tracking CRM events. Understand their interactions with your sales and marketing teams.
- Analytics and Reporting:
- Access comprehensive analytics and reporting tools to measure the effectiveness of your customer support efforts. Identify trends, bottlenecks, and opportunities for improvement.
- Customization and Personalization:
- Tailor your dashboard to suit your unique workflow. Customize views, create dashboards for specific teams, and set up notifications to stay informed.
- Collaboration Tools:
- Encourage collaboration among your support team members by using built-in communication and collaboration tools, such as commenting and task assignment.
- Feedback Loops:
- Utilize customer feedback collected through the dashboard to continuously improve your support processes and enhance the overall customer experience.
The Atlas dashboard empowers you to put your customers at the center of your support operations, providing a holistic view of their interactions and enabling you to deliver the exceptional support your company is known for.
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