21 customer service KPIs every support team needs to track

11 Customer Service & Support Metrics You Must Track

support kpis

You can review chat logs or use an AI to measure the quality of written communication automatically. How many tickets are created only to be discarded due to the lack of a reason for them to exist. How many incidents were reported when a known issue was affecting your company.

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Average first response time or first reply time tells you how fast a rep responds after a customer has contacted support. A KPI is an indicator that helps you track the performance of a business, project, or department against strategic goals and objectives. If you can find a way to measure more than just the numbers, you will have a more holistic and smarter indication of performance. We also apply a weighted KPI model, which applies different emphasis to different metrics. This means that if you have a bad week on one data point (say volume of conversations pulled), you can make up for this by exceeding in another (100% customer satisfaction, perhaps).

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In other words, there’s no need to transfer customers to other support agents or follow up later. Total breaches measure the total support tickets that didn’t meet service level agreements (SLAs). For example, suppose your company policy is to respond to all customer complaints within 24 hours, and out of 100 complaints, you do this 60 times. The resolution rate is the percentage of support tickets resolved from those assigned to a specific department or person. It provides a good indication of your team’s efficiency in resolving customer requests.

support kpis

As a last resort, you can revisit your SLA strategy and ensure the deadlines are achievable. Ticket quality isn’t a metric on its own, but it’s a metric you can create to score your agents’ tickets and work toward a consistent quality of response. Divide the number of customers who contact your customer service team for help over the course of a month by the number of total customers. Easily monitor the health of your business based on client retention and churn rate with the help of this customer success dashboard. Suzanne Pope of Whiterock Locators adds, “If you’re able to have a problem be resolved swiftly, it can make a huge difference in customer retention and satisfaction in my experience.

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For example, consider a business metric like customer churn rate, which measures how many customers you have lost over a period of time. If you identify customer service as one of the reasons for high churn, you will need to make significant changes to your support setup. You may have to hire new managers with a diverse skill-set, invest in a full-fledged help desk system, and set better long-term goals. In other words, the performance of your customer support team (and overall customer experience) directly impacts your bottom line.

support kpis

To achieve this goal, one metric we improve on a month over month is the number of visits to our site. Companies are continually looking for ways to elevate their customer experience. Over 50 percent of customers will switch to a competitor after a single unsatisfactory customer experience. Here’s a list of 35 more customer experience statistics to share with your team.

Average Resolution Time (ART)

Customer retention rate is the inverse of churn and refers to the number of paying customers your business has retained over a specific period. Again, while support and retention are not directly proportional, high retention rates usually signal that your customers enjoy your product, or at least get their issues fixed without jumping through complicated hoops. You can even include a comment section so customers can describe what made their experience a challenge or a breeze. Sending out CES surveys for various customer interactions helps companies identify what needs simplifying. For example, CES surveys might reveal how hard it is for buyers to return an item or troubleshoot a software issue. Reviewing these metrics regularly also allows you to optimize your staffing allocation based on channels where agents perform well and where ticket volumes are high.

  • Did you manage their issue well enough for it to not rupture your relationship with the customer?
  • You can calculate this metric by determining the average time to solve all tickets over a specified time range.
  • By having a clear set of KPIs, teams can measure customer satisfaction, identify areas for improvement, and optimise their support processes.

Businesses today opt for omnichannel experiences, and volume by channel can help you keep track of where your customers are contacting you. Requester wait time is the length of time that a support ticket spends in new, open, and on-hold statuses. This metric accounts for how long the requester (aka the customer) has to wait for a support agent’s response during the ticket’s life. Employee engagement surveys can help measure how happy your support team members are in their roles and with your business. It can refer to how confident they feel in their job title, how supported they feel regarding development and promotions, their work-life balance, and more.

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These examples of KPIs for Customer Service are all about helping you to understand how the team’s speed influences the performance overall. As a result of this information, you can narrow down to issues that aren’t being resolved on the first contact and address the root cause. To answer these questions, we turned to some of our favorite and most accomplished people in the industry.

support kpis

Converted tickets can be from self-service, or automated, and manual responses. If you don’t use a helpdesk, you’ll likely have to manually review tickets to see when the template was and wasn’t used. This will help you discover the agents who deserve praise and bonuses, and which ones might need training.

This metric represents the average amount of time it takes your customer support team to settle a case once it’s opened. Your customers lead busy lives, so you need to ensure that your support experience is comfortable and asynchronous for minimal disruption. An increase in resolution times may be due to several factors, including a lack of suitable tools or poor ticket-logging processes.

support kpis

It is built to give you and your agents a tight grip on feedback to fast track resolution times. It also boasts of scalability, letting you manage a customer-oriented team, whether it is composed of a couple of agents or dozens. A quick overview of the reports page enables you to understand how your helpdesk and support teams are performing.

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You can, and should, regularly update your rubric as you dig into data to understand what ticket qualities actually produce the best results. To calculate net promoter score, you first need to gather data using a customer survey. Send a survey support kpis to customers after they make a purchase that asks them, “On a scale of 0 to 10, how likely are you to recommend [products or service] to a friend or colleague? ” On this scale, 0 would be not at all likely, and 10 would be extremely likely.

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If you find an agent that is always closing too few tickets, it may be time to let them go, unfortunately. How frequently your brand is mentioned on social media is a critical metric to track if you want to provide incredible support and get on top of PR disasters. You should have a good benchmark for how often your brand is mentioned per day and per week. If the number spikes, then one of your products might have gone viral, or you’ve got a PR nightmare happening. If you use Gorgias, you’ll see your support performance score over time, plus a breakdown of each metric that makes up your score.

  • FCR is calculated by dividing the number of issues resolved by the customer service department on the first contact by the total number of customer contacts with the department.
  • If it can’t, you can think about setting up a VoIP number and system for your business.
  • As a result, you can reset your support hours to that time bracket and reduce customer frustration when you don’t respond outside those hours.
  • Longer resolution times generally lead to customer dissatisfaction and vice versa.

Customer Effort Score (CES) is a customer service metric measuring the effort a customer must expend to resolve an issue, get an answer, or complete a task. To determine your CES rating, send a survey asking customers to rate the ease of their support interaction on a scale of “very easy” to “very difficult.” Then, calculate the average number based on all of your responses. Following on the same line as the previous example, the average resolution time tracks the minutes it takes your agents to solve an issue. In this case, it is divided by standard and special requests and tracked on a weekly basis. It is a valuable practice to monitor these two separately as standard requests usually take less time to be resolved than special ones. This is due to the fact that businesses usually have processes in place for common customer issues.

support kpis

If you use multiple engagement platforms, make sure all of the data is analyzed together to provide a true picture of how your support engine is performing. You know you’re going to get great service and your meal is going to taste the same as every time before. Like with their burgers, people also expect consistency when they reach out to a company – no matter the channel, the agent on the other end or time of day. To determine CES, you’ll ask your customers, On a scale from “Very Easy” to “Very Difficult”, how was your experience? If you find that you have a low CES score, identify how to remove obstacles and friction. We wrote extensively about NPS in one of our previous KPI guides, so check that out for more information.

support kpis

A high customer contact rate is an indicator that your customer experience is confusing and unclear. It also means your agents will be swamped with tickets and may not have enough time to provide quality responses. Continuous product updates and customers’ needs may fluctuate throughout the workweek, affecting specific metrics, such as the time it takes to first reply to customers or the average resolution time. You can use an automated help desk system to assign agents new requests based on their ticket queue, speed, average resolution rate, and the customer’s value.