How to choose the best customer support KPIs

The 12 key customer service metrics and KPIs you should care about

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

SSR can also help determine the helpfulness of a helpdesk and support team by measuring the percentage of issues users are able to troubleshoot through them. We’re seeing more and more about customers hoping for self-service in customer support. In fact, 70% of customers now expect a company’s website to include a self-service option. This allows insight into where you can improve and how you can better assist your agents in their workloads. A key performance indicator that goes hand–in-hand with measuring First Response Time is First Contact Resolution, or FCR, which measures what proportion of first responses solve the customer’s problem. FRT should be measured for each channel you provide customer support in.

Your KPIs will likely take a hit if agents are constantly overloaded with work. You may need to hire more agents or rebalance the workload among existing agents. By disregarding the passives and subtracting the percentage of detractors from promoters, you get your NPS score (expressed as a number, not a percentage). Tools like Mixpanel, Qualtrics, and Optimove can also help you automatically track this metric. You might need to improve the copy of the Macros or add more variables to make it more useful.

How is a customer service KPI measured?

The metrics that matter have shifted, and the customer success organization is adjusting accordingly. These metrics are worth watching as you help your customer success team ramp up. Customers want their problems resolved quickly, so they can get back to pursuing their goals. If they’re constantly waiting for your support team, this great deal of friction to the customer experience.

  • Analysis is required in both identifying and extracting insights from KPIs to truly make them work for critical departments like customer support and marketing.
  • Divide the total time needed to resolve tickets by the total number of tickets.
  • While no volume is objectively good or bad, knowing how many tickets you’re getting helps teams spot trends in customer service demands.
  • The same rationale of applying KPIs follows for other company departments and activities.
  • If your team is making decisions about customer success strategy, try a dashboard like this to get a broad overview of your company’s progress.
  • When you have large amounts of data from multiple sources, it’s impossible to manually review every piece of data to determine trends and predictions.

After all, most SaaS businesses operate on a subscription model, so it’s no wonder that customer success would be determined by the number of people who keep signing up and using your product. To calculate first contact resolution rate, you’ll need to divide the number of service tickets that are closed after the first interaction by the total number of service cases your team received. By tracking CES, you can determine where you’re unintentionally making things difficult for your customers and adjust as needed to make it easier for them to get support. As a result, you’ll create delightful customer experiences that increase loyalty. Customer success managers can determine from qualitative feedback — like a survey responses — how well their reps are working with clients.

Top 10 KPIs and success metrics for Customer Support

They want a process they can easily maneuver through and you want something that will result in strong metrics that tell you your team is doing something right. Trust us; these inferences are useful in making core strategic decisions for the company’s healthy future. For instance, with KPIs for customer success, you can better analyze your customers’ behavior.

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

This is usually due to team leaders only having a few options when it comes to trying to solve the root of the problem. These metrics help teams go higher, enabling customers to proactively derive a thoroughly exceptional customer experience from the brand’s products and services. When you have the right tools to get the job done you can accomplish anything your teams set their minds to. Many support organizations struggle to find the proper solutions that will empower them to do more for their customers and agents and actually improve metrics and give insight into the health of support.

What are Customer Support KPIs?

When it comes to a positive support experience, the most important thing to customers is getting their issues solved quickly. Using the tools above, you’ll be able to track and improve average resolution time across your entire support team—and drive customer loyalty and retention as a result. A customer service KPI metric, or key performance indicator, is a metric that gives you insight into how your team is performing against key indicators. Customers can get frustrated when their support ticket goes through multiple agents before it gets resolved. First contact resolution rate is the percentage of customer tickets resolved within the first contact. Pleasant phone calls are only a small aspect of

understanding what really makes a customer service experience worthwhile.

A customer shouldn’t be pulling teeth to get their problems resolved — and if they do, it probably indicates a larger issue with your product, tooling, or the way you do support. You can easily assign ownership over an email, so everyone knows who’s responsible for handling a support ticket. There’s no confusion over who should reply, which prevents multiple or no replies and ensures customers remain happy. So be sure to constantly track and check in on your KPIs throughout the year to help you stay on track.

For example, if Jim was assigned 100 requests in a month and resolved 60, his resolution rate would be 60%. Average first response time or first reply time tells you how fast a rep responds after a customer has contacted support. Resolution time will vary depending on factors like the complexity of the issue and whether you have enough agents to handle it. Longer resolution times generally lead to customer dissatisfaction and vice versa.

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

According to customers surveyed in our 2021 Zendesk Customer Experience Trends Report, a fast resolution is the most important aspect of a good customer service experience. Tracking the number of hours or minutes an agent spends using their helpdesk will help you understand where your agents spend most of their time. You’ll be able to see how many tickets they resolve in a specific amount of time and pinpoint holes in productivity.

You could look at a longer period of time, such as per month, to find which agents are consistently closing more tickets, assuming they each work the same number of hours. Customers’ issues do not only exist in your desired support channels like email and chat. Rather than fight against this trend and attempt to ask customers to submit a ticket via chat, you should respond and help them.

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

They’re helping spread the word about your company and if your customers are promoting you then there’s definitely room for improvement somewhere. They show you a clearer picture of the health of your support team and can help you strategize ways to improve them. Software like Idiomatic can categorize tickets by topic, positive/negative/neutral sentiment, and also give insights on costs related to these data segments. With measurement, you can see who is underperforming and provide support for them to up-skill. You can also understand the capability of your team and hire additional staff or have more staff on shift during peak call volumes.

Customer Support KPIs: Which Metrics Should You Track?

These KPIs provide valuable insights into your team’s effectiveness and are also useful from a financial standpoint because they impact your revenue and profits. Read our in-depth guide to CSAT score for more tips on improving your CSAT score and CSAT survey response rates. Zendesk spoke with Auctane’s Chief Customer Officer, Chris Karp, about how to craft a unified customer experience. Check out the highlights from an Economist Impact event featuring leaders from Zendesk, Mastercard, Forrester Research, and McKinsey discussing how AI is evolving customer service. When you compare these two metrics side-by-side, you’re able to see how effectively an agent can handle inquiries and work efficiently.

If you’re not reaching these reply times, that could mean you’re experiencing backlogs that are preventing you from promptly handling your customers’ problems. FCR is measured by dividing the number of tickets resolved after the first outreach by the total number of tickets and multiplying that result by 100. FCR is the percentage of customer requests that were resolved immediately after a shopper’s first interaction with a company. To qualify, the customer’s issue must be taken care of after a single question. Most upset shoppers won’t tell you they’re displeased — 91% of dissatisfied customers abandon a brand without a single complaint.

The A-Z of customer service – Call Centre Helper

The A-Z of customer service.

Posted: Tue, 22 Nov 2011 08:00:00 GMT [source]

Average resolution time will vary depending on the complexity of incoming support tickets and the ratio of available agents to queued tickets in the time frame you’re measuring. This is just a sample of the common customer support KPIs you might choose from. For more information about these and other examples, check out this resource.Even when you track more custom metrics, these four KPIs can still help you notice problem areas.

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

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