Most support platforms come with all of the reports you'll need to keep your team on track. They don't always explain why or how, though.
Getting a fresh perspective on your own analytics, statistics, and metrics is always beneficial, whether you're new to customer service or a seasoned veteran.
Why? Because, while customer service is a strong discipline that thrives on human relationships, taking effective customer service to the next level necessitates cold, hard numbers.
That is why this article was written: to explain what KPI (key performance indicator) measures measure and why they are significant.
Customer Service Metrics to Improve Customer Service and Support.
Let's look at some of the most important customer service KPIs to pay attention to:
Score of customer satisfaction (CSAT)
Send out customer satisfaction questionnaires asking clients to score their recent assistance experience on a scale of 1 to 5, or to rank it as "excellent" or "poor." Include open-ended survey questions that ask customers for more information about their interactions in order to acquire a better understanding of CSAT scores. "How did this experience match your expectations?" you can ask, for example. "To find out what your support team does well." "Tell us what we can do better," you can also say, to find opportunities for improvement.
Score for Customer Effort (CES)
The Customer Effort Score measures how easy it is for customers to resolve difficulties, accomplish tasks, or communicate with a representative. Customers rank the ease of communication on a scale of "extremely easy" to "very difficult" in surveys that determine the score. Send CES questionnaires to clients as soon as possible after they make a transaction or engage with a support agent, when the memory of the interaction is still fresh.
Net Promoter ScoreSM (NPS) is a customer satisfaction metric.
Customer loyalty and satisfaction are measured using the Net Promoter Score (NPS). Ask buyers, on a scale of 1 to 10, how likely they are to suggest your firm to someone else to track this metric.
Promoters (answers 9–10) are exceptionally satisfied and pleased consumers who are inclined to recommend you to others.
Passives (answers 7–8) are pleased with your products or services but are unlikely to suggest them.
Detractors (response 6 and below) are dissatisfied and will not recommend your business to others.
The First Reply (FRT)
The first reply time, often referred to as the first response time, is the time it takes an agent to respond to a support request or ticket for the first time. Long wait times could suggest that agents are overwhelmed with tickets or that support systems are delayed and inefficient. If you establish a customer service-level agreement (SLA), make sure it contains a particular first-response time range. Keep track of FRT to guarantee you're satisfying your SLA commitments if this is the case.
Ticket Sales to Reopen
This customer service metric shows how many attempts it takes to fix a client's issue. Customers with sophisticated support requests may have a large number of reopened cases, which could indicate a fault with your product or service. Agents that close tickets before fully resolving customers' complaints may have a high reopen rate. Customers in this situation are likely to be unsatisfied with the service they receive and to have more questions regarding their issues.
Time to Resolve
Resolution time is the length of time it takes a support representative to resolve a problem. Your resolution time is crucial—73 percent of customers say that prompt resolutions are the most important aspect of a positive customer service experience. When tracking this important indicator, look for patterns across different customer issue categories and individual agents. Some difficulties may turn out to be more complicated and take longer to resolve. You could also find that certain support agents are slower than others and require further training.
Touches the Agent
The number of times an agent updates a ticket is counted in this metric. A large number of touches indicates that support agents are dealing with complex issues that will take a long time to resolve. It could also be a sign of a fault with your product or a lack of knowledge.
Tools for Tracking Customer Service Metrics to Improve Customer Service and Support
It's practically impossible to keep track of all of your critical customer service metrics at the same time. Fortunately, systems that automate the tracking process exist, making it simple to gather, process, and optimise customer service performance indicators.
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customer service metrics, better customer service and support, best customer experience
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