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Effectiveness report

Free on every plan

Not just fast. Actually resolved.

Conversations replied to, messages sent, first-contact resolution rate, median time to first reply, median time to close, and unique conversations closed. Filter by date range and inbox.

The problem

Fast replies that fix nothing

A team can hit a great response time by answering quickly and unhelpfully. Speed on its own tells you almost nothing about whether customers got what they needed.

  • Quick first replies that lead to five more messages
  • Averages skewed by a handful of extreme cases
  • No measure of whether anything was actually resolved
  • Nothing to show whether a process change helped

Why teams love it

Speed and resolution, side by side

Reading both together is what stops a support team optimising for the wrong thing.

First-contact resolution
The share of conversations solved in one reply: the single best measure of whether answers land.
Medians, not averages
Median times are not distorted by a few extreme conversations, so they describe the typical customer.
Responsiveness you can manage
Time to first reply and time to close give managers a clear read on how the team is doing.
Measure your changes
Introduce quick replies, rules or AI and see the effect in the numbers rather than guessing.

What’s inside

Six measures of how it went

Performance metrics that describe both effort and outcome.

Conversations replied to
How many conversations the team actually responded to in the period.
Messages sent
Total outgoing messages, which shows how much effort each resolution takes.
First-contact resolution rate
The proportion of conversations resolved without a second exchange.
Median time to first reply
How long a typical customer waits for their first response.
Median time to close
How long a typical conversation takes to reach resolution.
Unique conversations closed
Distinct conversations resolved, filterable by date range and inbox.

Pricing

Free on every plan

Free, on every plan

The effectiveness report is part of every Herodesk plan, including Free.

Included free on every plan, forever.

Get started for free

Customer stories

Read about our customers’ experience with Herodesk

Meet some of the businesses that use Herodesk for their customer service every day.

Pricing

Choose the plan that fits your needs

Alongside a free version with a selection of features, you can choose from three Herodesk plans. Then add a separate AI agent plan to suit your usage. Right now, you can try Pro free for 14 days.

Herodesk Free

For working on your own

$0

Herodesk Basic

Bring your team together

$34per user / month

Herodesk Plus

Spend less time on routine work

$57per user / month

Herodesk Pro

Keep service consistent as you grow

$80per user / month

Effectiveness report: response times and first-contact resolution

A support team can post an excellent response time by replying quickly and unhelpfully, which is why speed alone is a poor measure. The effectiveness report puts both halves together: conversations replied to, messages sent, first-contact resolution rate, median time to first reply, median time to close, and unique conversations closed, filtered by date range and inbox.

First-contact resolution is the number most worth watching, because it captures whether an answer actually landed. Medians are used rather than averages so a handful of unusual conversations do not distort the picture of what a typical customer experiences. Together with the conversations report’s re-open count, you get an honest read on answer quality.

It is also how you measure a change. Introduce quick replies, AI agents or an AI agent and the effect shows up here rather than in an impression. The effectiveness report is included on every Herodesk plan, including Free, and used by webshops, B2B companies and SaaS companies across Europe. See pricing for what each plan includes.

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Ken Primby

Ken Primby

CEO · Pluspige

From a Herodesk customer

4–6

hours saved on cleanup after live sales

“Herodesk brought all our channels together, saved us several hours of manual cleanup after our live sales and gave the team a clear overview.”

Read the customer story