10 Important KPIs and Metrics your Customer Support Team Should Be Using

Top 12 support KPIs for better customer service

This is crucial – studies revealed that customers don’t mind waiting as long as their issues are resolved. You have to maintain a healthy balance between fast response and fast resolution. But then not all issues are the same, and some are resolved quicker than others. In addition, social media can be used to collect customer feedback in real-time. You can set up keyword alerts to track mentions of your company or specific keywords related to your customer service. Setting up custom automations (for example, Instagram bots for automatic DM replies) can also help you gain more insights about your customers and measure their satisfaction levels.

For example, let’s say you have 50 open customer inquiries and your team resolves an average of 20 inquiries per day. For example, let’s say you received 20 customer inquiries in a day and your team was able to resolve 15 of them on the first contact. And it usually won’t help you understand the nature of their query without asking for a follow-up and additional information. kpis for customer support That’s why it’s important to send your first reply while customers are still on your website. Another way to calculate CSAT is to take the sum of all ratings (on a scale from 1-5 or 1-10) and divide it by the total number of responses. There are many more, and what works best for you will depend on the product or service you offer and the customers you have.

Top Metrics and Strategies for How to Measure Customer Service

Boosting employee behavior and knowledge and bringing down wait times can be done through consistent training and improving agent enablement. Here’s an analysis of the different types of customer service KPIs in detail and a list of the essential support metrics to track under each category. However, only if you have quantifiable data on how well your support team is doing can you improve existing processes, make better staffing decisions, and ensure customer happiness.

To provide a good service to their clients, they should also be taken care of by the business and their BPO company. An agent’s performance usually reflects the level of care given by the management. The better they are taken care of, the better service they give to the customers. The more times they abandon a call or reject a sales offer, the more likely they will be removed since they don’t show any interest in the company’s services. For instance, of their 1000 leads a month, 500 were interested in their services, but only 250 signed up for the website, and 100 closed a sales transaction. Converted into a percentage, they will then get the conversion rate of their team.

Cost Per Resolution

ASA is computed through the total waiting time over the total number of answered calls. FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website. KPI is linked to a target value or goal which provides actionable data so you, or any other stakeholders, can make informed decisions. A KPI gives you insight into how well your team or unit is performing in pursuit of clearly defined team goals and in line with management-defined objectives. Companies that make their customers wait on hold for long periods of time, will struggle to please their customers.

It is an inevitable fact that support costs can be managed by a well trained team and adjusting the staffing schedule according to your business needs. When you measure this customer service metric over time and analyze how your trend is kpis for customer support – if the percentage is unusually high, it is suggested to find out the key reasons and plan strategies. Being one of the critical customer support metrics, customer satisfaction determines how happy your customers are with your service.

Tickets handled per hour vs. tickets solved per hour

Working to improve first contact resolution will improve both customer happiness and team productivity. They need to know how to communicate professionally with customers, have intricate product knowledge, and understand how to efficiently use your customer support software. For instance, they should know how to use the system to route messages and escalate requests if they cannot resolve them. CSAT measures a customer’s happiness with a company’s products or services.

But optimizing your FCR at all costs can have a detrimental effect on customer experiences. Make sure to keep within the requirements of your service-level agreement (SLA) https://www.metadialog.com/ and offer a good support experience. According to our customer experience study, 44% of online shoppers think the average response time should be below 5 minutes.