25 Customer Service Metrics & KPIs + How to Track Them

Customer Support KPIs: Which Metrics Should You Track?

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

This customer success KPI will help you understand not only the cost of your efforts, but also help you know if your current strategy is budget-friendly and worth your while. These platforms let you collect, analyze, and build strategies around whatever key metrics you need, setting up your support team — and entire company — for success. The converted tickets metric is the share of your customer support tickets that actually results in a purchase. To improve your NPS score, consider implementing live chat on your website.

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For example, your quarterly or annual customer acquisition cost, as these numbers will change over time as you gain or lose customers or find ways to reduce your expenditures. Let’s look at how to calculate your customer retention rate, and then we’ll talk about how to optimize it. All that you need to know is basic stats about your number of customers. In addition, track the Ratio of Views vs. Tickets Submitted for high-traffic pages. Are customers seeking help in your knowledge base and then turning to customer support when they can’t find the answer? A low views-to-tickets ratio might indicate gaps in your knowledge base or documentation and a need to expand your self-help resources.

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Conversation volume includes everything from the tickets in your inbox to conversations in social media, phone, and chat support. Average (AHT) is the amount of time that it takes from opening a support ticket, chat, or phone conversation to hitting Send or hanging up the phone. To calculate AHT, add up the total amount of time spent on resolving conversations and divide it by the total number of conversations. Companies are increasingly investing in proactive support through customer service automation.

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

CRR is unique because as a stand alone metric it just tells you the rate at which you’re keeping customers, not necessarily why or what is affecting their return or lack of. This KPI along with the others we’ve mentioned can help your team figure out how you can improve the support aspect of a customer’s experience and strategize ways to keep Customer Retention Rate high. Good support and a good customer experience of quick, accurate responses or the ability to find them, shows your customers they can trust you and that keeps people coming back. When customers are satisfied with your product, service, and support you can expect to see a high CSAT score.

Intercom’s process of setting customer support KPIs

Working to focus on strategic improvement based on your analytics can help you resolve customer pain points and improve performance and customer satisfaction. The top five KPI metrics for customer success are a good place to start, and with consistent use, will help take your organization to better performance levels. Now if we were running our businesses in the ideal universe, this revenue percentage would be 100%. This would have meant that all our existing customers found the value they expected, continued subscribing, and no churning occurred. First Contact Resolution looks at the number of issues that are solved through one single call, chat session or email message. A low FCR might indicate that your support reps do not have the tools to help most of your customers in one single interaction.

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

But if you want more options than what was indicated here, feel free to view our list of customer support software and help desk platforms. And if further training is needed, ProProfs Help Desk has a library of online training materials that they can access anywhere and anytime. Knowing who your top performers enable you to build a strong and responsive customer service unit. Benchmarking agents or reps creates healthy competition and, conversely, lets you identify those that may need additional nurturing. Gauging business performance isn’t as skin deep as simply viewing the results and then calling it a day.

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For example, if one of your organization’s goals is to increase customer retention, you might want to focus on indicators of customer happiness, like Customer Satisfaction or Customer Effort Score. In other words, the performance of your customer support team (and overall customer experience) directly impacts your bottom line. Customer service metrics help you understand — and improve — the value that customer service brings to your business. The six customer service KPIs above provide a data-driven analysis of the efficiency, effectiveness, and satisfaction of your customer support team. Continue to improve on these metrics, and you’re likely to see customer retention and loyalty skyrocket.

They provide insights on how customers are interacting with your business, what they’re saying about you, and how well your company is responding to their concerns. For instance, if your customer service call volume is steadily climbing month after month, it could mean that customers are having more issues with your products or services than in previous years. Or if customer satisfaction scores are falling, it could mean that customers feel that the quality of their interactions has declined. Ticket backlog is the number of unresolved tickets in your queue at the end of a given period.

Read more about The Golden KPIs Every Customer Support Leader Should Keep an Eye On here.

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