Top 10 Customer Support Metrics and KPIs

The Golden Metrics: 5 KPIs Every Customer Support Leader Should Keep an Eye On

Additionally, it’s helpful to identify the time of day that incoming ticket volume is at its highest. That way, you can ensure peak hours are properly staffed, and agents are able to meet your company’s SLA. Zendesk’s customer service benchmarking is a great place to start—it features data culled from more than 45,000 businesses across industries. The software solution helps assess customer satisfaction through its detailed rating feature that can be enabled on chats, tickets, and even help articles.

With the rating system alone, you will be able to get a general idea of your team’s and team members’ performance when it comes to how they handle the customers’ concerns. ProProfs Help Desk also enables you to create feedback forms and surveys to gather more information from your customers regarding the customer support they are getting. Customer support software ProProfs Help Desk is an award-winning ticketing system designed to help support teams provide fast, efficient, and quality customer service for free. On the backend, this help desk solution is equipped with the right tools to help team managers keep track of their teams’ performance to ensure that they consistently deliver excellent customer service.

Support

If you’re interested in tracking revenue, check out our list of KPIs for your ecommerce brand, which includes more than just customer service metrics. You might also want to measure the number of tickets closed per agent for a certain time period. For example, you could look at the number of tickets each agent is closing per day to spot differences in productivity.

This lets you track how individual reps are performing over time while monitoring your team’s overall performance.
To achieve this goal, one metric we improve on a month over month is the number of visits to our site.
Most experts recommend focusing on just a few KPIs and doing what you can to boost your numbers.
You could make the case a helpdesk that unifies all your customer support channels and store data in one platform.

From having a searchable knowledge base to building a customer community, there are many ways to help customers independently find a solution to their problems and improve the Customer Effort Score. The values that are important to your support organization and the qualities of a successful support interaction should be defined in your rating categories (e.g. solution, tone, product knowledge). Read through our explanations of each component carefully to understand their significance in enhancing your customer service operations.

Customer Churn Rate

But one way you can do it is by making sure you have the information handy to help customers better understand their problem by the time they’re getting in touch with you. Many customers are happy to wait patiently as you take care of something for them—but only if they don’t feel helpless. Higher average resolution time means that you’re not only accomplishing that goal, but you’re identifying problems quickly enough so customers feel heard. That may be why as many as 78% of customers are happy to do business with you again even if you’ve made the mistake that required resolution in the first place. That may be why 67% of customer churn is “preventable” if you resolve something the first time, according to some statistics. Think of average resolution time as a good “first impression.” After all, it isn’t just about speed.

To reduce first response time, consider supporting customers on channels that allow for more immediate responses, such as live chat, SMS, or other messaging channels.
Using AI, you can determine if any customer service actions contributed to this score.
It makes it difficult (or impossible) to look at past performance and use it to indicate future expectations and growth.
On the other hand, skill-based routing helps lineup tickets and relay them to the ‘most qualified’ agent.
Now you can start working with your team to figure out how to improve customer service via email.
Both metrics are easy to track, within the agents’ control, and generate enough data points to look sexy on a dashboard.

In cases when an agent’s first response can’t fully resolve an issue, customer expectations concerning response times only increase. If your first response is instant, but a customer asks a follow-up question, you can’t leave them waiting. Apart from delighting customers with instant gratification, a high FCR also lowers operating costs and improves employee satisfaction as agents are able to spend less time on each ticket. If your renewal rate is low, this is an excellent indicator that customers aren’t succeeding when using your product. This presents an opportunity for you to invest in customer success programs as well as product development, to create a more delightful, long-term experience for your users. Customer churn is a great metric to measure, especially on a rep-to-rep basis.

Leveraging Customer Support Software KPIs

That’s why we also try to incorporate a KPI based on conversation reviews – to ensure quality, our support reps and engineers other accountable through our custom built conversation review tool. Constructive feedback is extremely important in our team and we encourage teammates to practice it with each other daily. These values form the core part of a support rep or engineer’s performance profile, and KPIs form the other part.

The Golden Metrics: 5 KPIs Every Customer Support Leader Should Keep an Eye On