Teams | Collaboration | Customer Service | Project Management

At Zendesk Showcase London, Geckoboard CEO Tom Randle sat down with Chris Brogan, VP of Customer and Risk Operations at Token.io, for a fireside chat about how their support team is doing something pretty radical: turning customer data into a strategic asset across the company. What followed was a goldmine of insights into how support dashboards are transforming Token’s operations, culture, and even hiring decisions. Here are 9 lessons from their conversation.

Zendesk recently launched its brand-new Dashboard Builder, and there’s plenty to get excited about. To help you get the most out of it, we asked Zendesk Expert Jude Kriwald to break it all down. In this post, he covers what’s changed, what’s improved, where there might be challenges, and how to successfully migrate your existing dashboards. Zendesk recently launched a new Dashboard Builder in Explore.

As Periculo rapidly grew, they realized critical business data was hidden in the tools they use, out of sight and underutilized. Cory Vollbrecht, Director of Operations, shares how Geckoboard helped them make data visible, actionable, and accessible across the company.

For Chris Brogan, VP of Customer Operations at Token, data isn’t just important, it’s critical. Leading a fully remote team, he relies on real-time insights to keep Customer Support aligned, responsive, and informed. Before implementing Geckoboard, reporting was a challenge. As a small business without a dedicated data owner, Chris was frequently asked for updates on ticket trends and customer satisfaction. Reporting was manual, time-consuming, and often failed to tell a clear story.

Flowbird, a CRM and software automation agency specializing in HubSpot, Pipedrive, and Make implementations, struggled with inconsistent sales performance and lack of real-time activity visibility. By implementing Geckoboard's TV dashboards, they transformed their sales culture through gamification and real-time metrics, leading to improved activity levels and faster deal progression. Jason Rainbird is the Managing Director at Flowbird.

Guest post by Mark Iafrate, Principal Integrated Marketing at Intercom As AI becomes a cornerstone of customer service strategies, support leaders face a new landscape for evaluating performance, operationalizing insights, and demonstrating value. This shift requires rethinking traditional metrics, integrating AI-specific performance indicators, and maximizing the broader benefits of AI for both efficiency and customer satisfaction.

Sustainable fashion retailer Selective Marketplace consistently achieves a 95-100% Customer Satisfaction (CSAT) score. It’s no coincidence that as a business, their effort is focused on customer happiness and creating a positive contact center environment for the team. We spoke with Head of Customer Experience, Patricia Limb, who talked us through how they have such happy customers and staff. Patricia manages a team of 30+ customer service agents.

KPIs can be a blessing and a curse. Customer support is–in comparison to many other industries–extremely easy to measure. KPIs provide crucial insights into the customer experience and can provide a lot of direction for you. That said, an overly rigid focus on individual metrics can lead teams to chase numbers at the expense of genuine customer success. The best way to avoid that is by taking a holistic approach.

Most engaged HubSpot users will have experience using its Dashboard and Reporting Software. Here, users can build dashboards and reports that track their sales pipeline performance, as well as their sales team performance. However, there are some situations where sales leaders find that HubSpot reporting can’t deliver on all their needs. In this article, we’ll explore some alternative ways you can report on HubSpot.