Customer service is a detailed activity with tons to measure. There are several calls, chat times, result rates to interpret to improve your customer service operations. Since it’s much simpler to record, calculate, and decipher quantitative data, we can create measured conclusions that increase productivity and all-around customer service experience.
All this data comes with tons of responsibilities. Surely, agreeing on what is worth saving or analyzing and what to exclude as background disturbance can be a bit daunting. Keeping this in mind, here are a few customer service metrics you should keep an eye on.
While you may decipher tickets efficiently and on time, you still have no idea how efficient your operations are. One critical aspect you need information about is how clients feel about their support experience.
Moreover, if you can’t put your happy customers against the unhappy ones, how will you understand where you need to improve?
Various advanced websites allow you to let customers express their concerns and rate their experience with you with just a click of a link. This will help agents not only drill down into the individual tickets, but they can also explore deeper and spot the trends in:
- Customer satisfaction over time
- Number of satisfied and unsatisfied customers
- Customer satisfaction by team member
Conversations Per Agent
Tracking the conversation volumes every team member deals with can help you organize and assign the workloads. It assists in approximating agent tasks with existing workloads to maintain the team working at its best.
While we are talking about that, there are numerous reasons why a person might lower below their standard. Firstly, there might be complicated tickets that require extra attention. If you agree to utilize this metric as a KPI, use it to start the conversation but not as a measuring stick.
Response Times According to the Availability of the Customer
A reduced response time will often be perceived favorably by your customers. However, this metric does more than confirming that everyone receives a quick answer to their concerns.
It’s incredibly beneficial if you’re segmenting your customers according to importance. It helps you prioritize important customers and ensure you’re not losing out customers who’ve proven their loyalty to you over time.
Paying attention to the number of concerns that come to your support and assistance desk is essential. Keeping an eye on spikes during certain times of the day, particularly over extended periods, will help you expect crunch times.
This is not just useful during the holiday rush, but it’s also handy for scheduling holidays or working disturbances into your daily schedule.
One Customer’s Tickets
Occasionally, you have to zero in on the specific history of customers. This is helpful when you are making an effort to recognize a particular customer or agent’s attitude.
You should try to know if this customer is a typical or unique case. Obtaining a shot of every ticket queue of a customer and its assignees enables you to picture which agents are paying the most time with that client.
Change in Ticket Quantity
Ticket numbers vary; the numbers can fluctuate in a week to a week duration, month to month, or year to year. Keep track of these trends to make sure you’re getting in the right direction.
Many b2b and b2c businesses in the industry experience a significant decrease in tickets during December and July, and fixing business hours gives rise to easy tracking and ignores your evenings, holidays & weekends; therefore, you can compare the working day trends.
Most Used Workflow
Becoming customer-centric means adjusting objectives to remain ahead of the expectations of the customer. As an outcome, you should examine workflows like saved responses, SLA, or mechanization to eliminate problem areas.
When a specific command or duty is utilized much more than others, it could indicate several things, such as a blockage, an overly-used technique (requires to be cut into smaller functions), or only a valuable shortcut from your team’s point of view.
Overall Support Volume
Is there a massive crunch in tickets at a prominent time? Understanding when your boom periods are and your capacity to deal with them keep unexpected disruptions to the minimum.
One great benefit of receiving a weekly snapshot over some time is that it enables you to know what time of day is the most occupied. Plus, it will help you understand the reason behind that.
Problem Resolution Time
How long should a customer wait to get their issue settled? While you may think quickly resolving issues is the best step, you need to ensure you’re solving these issues properly.
At this point, the average problem finding time can explain just half of the story. Simultaneously, the number of emails within that duration will inform you if the tickets are forwarded to the right person and if that directed person is well skilled in settling that problem.
As your company evolves, you will have to reconsider your information base for your customers and employees. This goes beyond giving an easy FAQ system. Instead, a knowledge base is the kind of self-service machine that responds to contextual concerns and provides users with valid suggestions.
Tracking the metrics above can improve your customer service and provide them with the support they need. These customer service metrics support the bottom line, help determine areas of improvement, and outline a growth trajectory. They’re a necessary step to ensure your customers don’t turn away and reach out to you when they need to.
B2B SaaS Marketer | Content Writer for Blogs & Case Studies