Customer Service KPI Examples The 12 KPI Metrics You Need to Track!

For example, a chatbot can collect key customer information upfront and then route the conversation to the right person to help. See the Zendesk help desk in action to learn how it can help you track, measure, and improve your metrics. For example, if resolutions are consistently behind, you may need to add more staff or look at other ways to increase efficiency.

Monitoring the performance of your support activities helps you take control and service your customers better, boosting your customer loyalty. Delivering exceptional customer support is paramount for startups aiming to establish a strong customer base and grow their business. To achieve this, orgs must measure and track key metrics that reflect the quality of their support operations.

Maintaining quality with customer support KPIs and feedback

Tracking this metric on a weekly basis and for the different communication channels will help you stay on top of any issues or anomalies as soon as they occur. Deliver a metric catalog with straightforward metric-centric analytics to your business users. The Objective and Key Results (OKRs) framework is a great way to align your team behind a clear set of goals for the quarter. While definitions vary, agent touches generally refer to when an employee actively makes a change on a ticket. Pay careful attention to low scores and follow-up to determine why customers are dissatisfied.

They need to know how to communicate professionally with customers, have intricate product knowledge, and understand how to efficiently use your customer support software. For instance, they should know how to use the system to route messages and escalate requests if they cannot resolve them. While financial KPIs like net profit margin are often in the driving seat when measuring company performance, many organizations realize customer support KPIs like customer satisfaction is just as important. While objective, measurable numbers are great for evaluating aspects of performance, they should not be relied on as the sole motivator. That’s why we also try to incorporate a KPI based on conversation reviews – to ensure quality, our support reps and engineers hold each other accountable through our custom built conversation review tool. Constructive feedback is extremely important in our team and we encourage teammates to practice it with each other daily.

Project Management KPIs

HR will usually have a record of the number of employees that have stopped working at your company, broken down by the reasons they left. A mathematical expression of how satisfied your reps are with their jobs, which can tell you potential areas of opportunity and help you decrease turnover rates. Count how many users have continued to use your solution after the free trial has expired, and calculate this number against the number of users that haven’t converted. Calculated by dividing the abandoned calls by the total number of inbound calls. How many calls are cropped or abandoned by the caller before reaching a live agent. Learn how Whatfix can transform your customer engagement with product analytics built for scale.

Service Cloud is also adaptable to any industry workflow with its business automation tools and the ability to use custom or pre-integrated apps. However, some of the most important KPIs you should measure are customer satisfaction scores, first response time, and customer churn. To improve KPIs like average resolution time and customer satisfaction, agents must be trained to deliver the best customer support. Many support teams choose the right KPIs but don’t track them throughout the year. Instead, KPIs take the backseat with team leaders glancing at them once, if at all.

Rate of Resolution

In today’s online world, most ecommerce companies handle tickets only with chat and email. However, very large ecommerce brands may choose to provide phone call support as well. Your average reply time (or average response time) refers to how long it takes for you to respond to any customer support message, not just the first message of a ticket. Calculating your average first response support kpis time is relatively simple — most helpdesks will report this number for you. If you don’t have a helpdesk, you can find first response times for tickets by comparing the time stamp when you first received the customer request with the timestamp of the first response. If you received the message at 8 AM on Monday and respond at 8 AM on Tuesday, your first response time is one day.

In a recent survey we conducted with support leaders, we discovered that companies that automate customer support are nearly 4x more likely to see CSAT improvements. We know that customers want fast, efficient, personalized support, and automation is the key to providing a continuously positive customer experience while scaling your support team. Below, we highlight how a little automation can go a long way for both your customers and your team. Monitoring the total number of conversations your team has had during a specific period can generate powerful insights regarding the quality of your support service.