You're reading from API Analytics for Product Managers Understand key API metrics that can help you grow your business

Product type Paperback

Published in Feb 2023

Publisher Packt

ISBN-13 9781803247656

Length 344 pages

Edition 1st Edition

Concepts

REST API

Author (1):

Deepa Goyal

View More author details

Table of Contents (24) Chapters

Preface

1. Part 1:The API Landscape

2. Chapter 1: API as a Product FREE CHAPTER

3. Chapter 2: API Product Management

4. Chapter 3: API Life Cycle and Maturity

5. Chapter 4: Building and Managing API Products

6. Chapter 5: Growth for API Products

7. Chapter 6: Support Models for API Products

8. Part 2: Understanding the Developer

9. Chapter 7: Walking in the Customer’s Shoes

10. Chapter 8: Customer Expectations and Goals

11. Chapter 9: Components of API Experience

12. Part 3: Deep Dive into Key Metrics for API Products

13. Chapter 10: Infrastructure Metrics

14. Chapter 11: API Product Metrics

15. Chapter 12: Business Metrics

16. Part 4: Setting a Cohesive Analytics Strategy

17. Chapter 13: Drawing the Big Picture with Data

18. Chapter 14: Keeping Metrics Honest

19. Chapter 15: Counter Metrics to Avoid Blind Spots

20. Chapter 16: Decision-Making with Data

21. The API Analytics Cheat Sheet

22. Index

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Customer feedback at scale

Early-stage products or start-ups can have a small team supporting customers. But as APIs start to have hundreds and thousands of users, it is no longer possible to use simple channels for managing support requests. For this reason, many specialized tools have been developed to build support operations.

Some of the most prominent tools used to build support systems are Zendesk, Freshdesk, Intercom, Salesforce, and HubSpot. These tools allow customers to get support using channels such as email, chat, text, WhatsApp, and so on while providing tooling for the support teams to receive, prioritize, label, and respond to incoming requests on time. These tools are highly customizable and can manage large support teams distributed across various functions and geographies.

Using an enterprise-level support tool ensures that customer requests are being recorded and addressed promptly. The data is available to be analyzed to establish metrics to measure support...