Customer Support KPIs: Which Metrics Should You Track?
After all, organizations are composed of customer-facing units departments, each with its own sphere of activities that affect the outcomes of operations. And in a lot of cases, taking a granular approach lets you see areas of improvement that you didn’t know existed. NPS is important to your organization because it can help you predict business growth.
Support metrics are usually attributed to teams as a whole but there are a few that work best on a per agent basis, such as Tickets Handles Per Hour. One important metric making headlines recently is Employee Satisfaction, or ESAT, which measures how satisfied employees are with their job and how they’re treated by their employer. While CSAT does provide insight into the health of your customers, it doesn’t tell the whole story. It’s important that your business puts on a unified front and deals with all customer resolutions in the same manner, without bias. For example, if you’re offering a 10% discount on their next bill after they experience a platform access problem, every customer who has the problem should receive the same resolution. This ensures consistency in customer resolutions and outcomes to avoid favoritism.
Why are customer support metrics important?
That’s because it encapsulates your on-site shopping experience, customer support interactions across many channels, post-purchase interactions like shipping and returns, and so much more. To keep an eye on your social media brand mentions, you’ll need to tap into a social listening tool, as mentioned above. You can certainly try to do this manually and track it all in a spreadsheet, but similar to tracking the volume of tickets, digital software will make this process easier and more efficient.
Today’s top automation platforms are capable of resolving up to 70% of customer tickets. Each agent had a better day and a worse day, but there’s no cause for concern as the team’s overall performance is unaffected — the daily goal of 20 tickets solved per agent is always met. Calculate this performance metric by dividing the total number of messages your agents sent by the number of tickets. One useful thing to look out for is ticket volume compared to your total number of customers. A higher ticket volume relative to your number of shoppers signifies customers are experiencing a lot of issues.
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Agents can use this info to their advantage, reassuring shoppers with glowing customer reviews or recommending your highest-rated products. A perfect retention rate of 100% is unrealistic, so most companies have CRRs that fall between 70% and 80%. The first reply doesn’t need to answer a customer’s question or resolve an issue — it’s just a response. In call centers, for example, each additional phone call lowers customer satisfaction by 15%.
- To track cost per resolution, you need to know your total support costs for your customer service team (salary, systems…etc) and how many calls reached resolution.
- Poor customer service agents’ performance can cause you to lose customer trust and loyalty.
- Simply put, it’s the best way to determine your word-of-mouth promotion.
He has a BS in Math and Computer Science, a JD, and an MBA from Stanford. Outside of work, he can typically be found cooking, playing basketball (or really any other sport), or traveling with his wife and three children. For instance, let’s say that you launched a new text messaging campaign designed to build an SMS marketing list. You decided to measure CRR from the start to the end date of the campaign, about three months.
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Read more about The Golden KPIs Every Customer Support Leader Should Keep an Eye On here.