How to choose the best customer support KPIs
The 12 key customer service metrics and KPIs you should care about
Implementing newer and faster technologies, such as email and live chat, can help improve your team’s workflow. Live Chat specifically allows for faster communications and response times. Keeping customers satisfied and serving them their needs comes at the cost of your employees and customer support agents. We are often so hyper-focused on meeting customer needs that we forget to help the people who are helping them, our employees.
A KPI is an indicator that helps you track the performance of a business, project, or department against strategic goals and objectives. Revenue backlog helps you measure how much revenue your business will see in a coming period. This metric is especially for ecommerce brands with a subscription-based model. With Gorgias, you can measure your converted tickets and other revenue statistics in a convenient dashboard. Converted tickets can be from self-service, or automated, and manual responses.
Average First Response Time (AFRT)
Tracking CES and figuring out what affects it the most allows you and your team to make changes and continue to strategize ways to improve it. 100% CSAT means your customers absolutely love your product or service while 0% would mean no one does. We’re sharing our picks of the best AI tools and looking at how AI can improve customer service operations without compromising on quality and connection. That old saying in business is “what gets measured, gets managed.” And it’s true in customer support as it is anywhere else. And fortunately, if you know what KPIs to look for, you can take highly intangible ideas and turn them into genuine analytics and insight. After you do the calculations, you will have a percentage that represents the percentage of users who renewed their subscription with your service in a given period.
Knowing what key results you need to achieve will tell you what KPIs to prioritize. For example, if your goal is to have customer support reps spend 30% less time resolving a ticket, then you would want to track Average Handle Time and Average Resolution Time. When you’re first getting started, consider using industry benchmark reports to get an idea of industry-appropriate goals for your team. If you want to improve your First Response Time, you might use benchmarks to determine expected response times in your industry and set specific goals based on your findings. Keep in mind that the most relevant information will come from companies similar to your own and that KPIs can vary based on company stage, business goals, and other factors.
Top 19 customer support metrics
Besides, Zendesk supports seamless channel integration allowing teams to connect with customers through mobile, web, email, Twitter, or Facebook. The faster you can get a customer to a happy outcome, the more satisfied customers they’ll become. Your business is likely already tracking key performance indicators such as revenue, but when evaluating customer service teams, you’ll need to track a unique set of customer service KPI metrics. The first step toward choosing the best customer support KPIs for your business is to look at your current customer support strategy. Until you know what your goals are, you can’t select specific indicators of your progress.Identify your most important objectives for your support team.
By having a clear set of KPIs, teams can measure customer satisfaction, identify areas for improvement, and optimise their support processes. It provides insights into the current demand placed on your support team, trends, underlying issues. For instance, if ticket volumes continuously increase month-on-month with your team feeling swamped, it may be time to hire new agents.
This metric outlines the amount of money that your customers are spending on your products and services for each given month. You can compare this value over time to determine whether your customers are succeeding with your products or not. This is particularly helpful for SaaS businesses that operate on a subscription model. The self-service rate measures the percentage of customers who are able to resolve their issues without the assistance of a customer service agent.
In certain cases, this can give you valuable insight into how your team is doing. The definition of “dissatisfied” can vary by company, depending on how granular your rating scale is. For example, on a scale of 1 to 5, a score of 3 could be considered neutral or could be considered dissatisfied. You can’t improve your KPIs if your team has no knowledge of what those KPIs even are. Share them with your team and get their buy-in by explaining the “why” behind the KPIs and how it will help them become more skilled agents. The software provides a KPI dashboard and reports that allow you to view critical data at a glance without manually compiling information.
This adage underscores the relevance of establishing and applying KPIs in any organization regardless of its nature. These identifiers are flexible enough to encapsulate many of the major areas of a department like customer support. For instance, you can measure a KPI like service time and match it with the rate of satisfied customers within a given timeframe. This way, you can adjust your workforce’s workflow if the customer satisfaction rate is low. The market is becoming an increasingly competitive landscape for businesses to survive.
At Forethought, our goal is to enable everyone to be a genius at their jobs. We’re first starting by supporting customer support teams with customer support AI tailored to their organization. We mentioned before that customers seek the best from whatever company or organization they’re doing business with. The goals your team sets can help improve your customers’ experience and help you actually meet their needs. Many of your customers’ pain points usually stem from dissatisfaction with your customer support process. This means you have an entire audience looking for you to improve what you’re currently doing.
A real-time dashboard consolidates data from multiple support channels and updates regularly, so your team can immediately see any issues and stay on top of incoming tickets. To improve KPIs like average resolution time and customer satisfaction, agents must be trained to deliver the best customer support. 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. As we just mentioned, tracking a full suite of customer support metrics can also help you find specific areas of improvement. If you don’t keep track of many customer support metrics, you’ll only have extremely high-level impressions and small samples of customer feedback to paint a picture of your strengths and weaknesses.
- KPIs tell you where your customers are being delighted by your organization and tell you where you need to put more effort into improving.
- Other metrics look deeper at your team’s impact on larger company goals, like customer retention and revenue generation.
- The most common templates use 1–5, with 1 meaning Very Dissatisfied and 5 meaning Very Satisfied.
- The average handle time (AHT) is an important metric to track if you offer customer service via phone.
Your Net Promoter Score is a customer loyalty and satisfaction measurement you can find by asking customers how likely they are to recommend you, your product, or your service to others. Asking about satisfaction at the end of a process can help you understand if the process is working for your customers. There’s no worse scenario for your customers than them reaching out for help only to be rerouted and asked the same questions over and over. This decreases response time and leaves no room for a first time resolution.
Customer Service Key Performance Indicators And Metrics 2022
Not only does this help to align performance across multiple offices, but it also unites the team in their efforts and means that reps around the world very much feel part of the same team. If you’ve successfully lowered your ART, you’re potentially increasing the total number of solved tickets, too. There will, of course, be a cap based on the number of agents, but the overall amount should ideally be increasing if ART is improving. To determine this number, divide the total sum of all times to resolution by the total number of cases resolved. One of the most important aspects of measuring progress is monitoring and analyzing results. Here, we’ll explain the most important and common KPI metrics for customer service as well as how and when to use them.
The average handling time between a customer submitting a query and an agent’s response is determined in this metric. Also called first response time, FRT is the number of minutes or hours elapsed between the time a customer submits a case and the time your agent responds. It’s best measured in business hours, so no one is penalized for time off the clock. Being transparent about goals will help your team understand how well they’re helping customers.
Going through the LiveAgent details, we found it to be a powerful help desk platform suitable for every type of business. 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. Salesforce Service Cloud can help companies deliver customer service in a fast, smart, and personalized way. This cloud-based service requires no hardware or software, making it highly usable, so you can get your support team up and running in no time and at less cost. Service Cloud is also adaptable to any industry workflow with its business automation tools and the ability to use custom or pre-integrated apps.
You get an idea for what high and low-volume workloads look like for your agents and over a long period of time gives you insight into peak support times during the year. Having an idea for where customers and agents are spending the majority of their time allows you to manage staffing needs and strategize ways to make improvements for your teams if needed. We’ve said it before and we’ll say it again, your time is precious and so is your customers’. Average Handle Time is a key performance indicator that measures the average length of contact for a support interaction and is usually attributed to customer support delivered over telephone. Time to resolution is the average time spent on any given conversation or support interaction.
Our Freshdesk reviews gave this award-winning help desk software high marks on the strength of its ease-of-use and robust features. This pertains to customer support requests that stay unresolved during a particular period or beyond the usual response time you set. This is crucial – studies revealed that customers don’t mind waiting as long as their issues are resolved. You have to maintain a healthy balance between fast response and fast resolution. But then not all issues are the same, and some are resolved quicker than others. “If you can not measure it, you can not improve it,” said Scottish scientist William Thomson.
Long resolution times mean long wait times for customers, which can impact satisfaction rates and, ultimately, customer retention. Though resolution time will vary by company, you can use industry benchmarks to see how your average resolution time compares to companies in your industry. If your ART is high week over week, it might indicate that your current support processes are inefficient or that your agents’ workloads are too high. Customer satisfaction (CSAT) is a measure of how happy your customers are. It’s based on a survey, which customers usually fill out after interacting with your support team. Ultimately, the goal of customer support teams is to help clients and ensure they are happy.
Read more about The Golden KPIs Every Customer Support Leader Should Keep an Eye On here.