Top 10 Customer Support Metrics and KPIs

Average handle time calculates how long it takes an agent to respond to a single inquiry. Average reply time displays the median amount of time it takes to respond to a customer. Number of conversations is directly correlated to the visibility and clarity of your knowledge base. Correlate those dates with product issues or changes to understand what happened. Brainstorm ways to get ahead of issues to keep volume more steady in the future.

The same rationale of applying KPIs follows for other company departments and activities. Having to wait in queues for endless minutes can be quite frustrating. Therefore, organizations should ensure the average call wait time for support is within an acceptable range. These examples kpis for customer support of KPIs for Customer Service are all about helping you to understand how the team’s speed influences the performance overall. A Customer Service KPI is a measurable value used by Customer Service Teams to track and determine their progress on specific business objectives.

Number of Support Tickets

The most common method is to take the number of customers who respond with a rating of “satisfied” or “very satisfied” and divide it by the total number of responses. So, how to use KPIs (Key Performance Indicators) in customer service, and which metrics are the best? Happy customers are more likely to return, refer their friends, and buy again. Unhappy customers, on the other hand, can damage a company’s reputation with a single tweet or review. These measurements can live in harmony – you just have to find the balance and make a call on what you value. These values form the core part of a support rep or engineer’s performance profile, and KPIs form the other part.

No matter what method you choose, it’s important to focus on the quality of your data and not just the quantity. In other words, don’t just collect feedback for the sake of it—make sure you’re actually using the insights to improve your processes. For example, let’s say it took your team a total of 8 hours to resolve 24 customer inquiries. For instance, if agents are constantly being bombarded with messages, it might be a sign that you need to hire more customer service staff. On the other hand, if agents have too much free time, it might be a sign that you’re not using your resources efficiently.

Channels

This indicates how satisfied customers are with their service, if the agents approached them well, and if their issues are resolved at the end of their transaction. Customer service metrics are a vital part of any business, and they provide valuable insights into customer satisfaction, loyalty, and overall customer experience. FCR measures the percentage of support issues resolved by the customer service department upon first contact with a customer. For web chats or live calls, this means your agent resolved the issue before the customer ended the chat session or hung up the phone. Another popular method for measuring customer service performance is live chat. Not only is it a powerful tool for real-time support, but it also provides valuable insights into the performance of your chat operators.

It gives you an idea of individual and team efficiency and productivity. This is the measure of the number of repeated calls or support tickets from a customer within seven days from their first contact. The customer callback KPI encourages agents to resolve current kpis for customer support as well as future (anticipated) issues. Measuring your customer service performance gives you access to some of the most important leading KPI indicators for your business. These, in turn, will go on to influence things like your sales and your customer retention.

Service Desk KPIs

In other words, metrics and key performance indicators are the lingua franca of the customer service industry. They’re a set of standard measurements that allow you to compare your operation’s performance against others. Customer https://www.metadialog.com/ service metrics and KPIs are the numbers that help you measure how well you’re delivering on your business’s brand promise. They’re more than just a set of statistics, though—they’re also a set of principles and standards.

If you find a pattern or that folks are reporting the same issue, it may be a sign of a larger problem. You can easily calculate it by dividing the total support costs by the number of issues. You will get to know how much individual support costs to your business. The higher is the CSAT score, the better is your customer satisfaction. Implement the ways to collect qualitative and quantitative feedback, that helps you know the areas working well and the gaps that need to be improved.