CRM report: customers and companies

Short answer: the CRM report Customers and companies shows which companies and contacts ask the most questions and escalate the most. At a glance, you see who needs a lot of support.

What it tells you

This report links your customer and company data to the conversations and interactions. You see which organisations and people come back the most, and where a human has to step in most often.

Good to know

Useful for spotting patterns: if one company keeps asking the same question, that's a sign a targeted article or a clearer explanation could save a lot of work. And once you know who your biggest askers are, you can get ahead of them proactively.

Two things to read the numbers correctly. The tables with top companies and contacts only show conversations linked to a contact (with a company). A conversation without a linked contact does sit in the key figures at the top, but not in the tables. So this report leans heavily on contact capture: if visitors leave nothing behind, it stays largely empty even though conversations are happening. The "high escalation" table also only shows a company once it has at least three conversations, so a one-off escalation doesn't jump to the top.

Also searched as

"which customers ask the most questions", "who escalates the most", "most active companies", "customer analysis from the helpdesk"

See also

• How CRM and your conversations connect
• Opening, filtering, and drilling into a report