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

kpis for customer support

This AI can create a detailed strategy with all the steps to take to reach your goals. While we recommend a general target occupancy rate of 75-85%, the ideal percentage for your team will differ depending on employee bandwidth and budget. Simply put, occupancy helps managers determine if their agents are too busy or not busy enough. However, each successful first call indicates the efficiency and good performance of an outbound team. NPS usually includes the attitude of the agent, their professionalism in handling a call, and their courtesy toward the customer.

Unlike CES and CSAT, NPS measures a customer’s overall perception of a brand or company. Your NPS score is a good indicator of overall customer loyalty toward your brand. A KPI is an indicator that helps you track the performance of a business, project, or department against strategic goals and objectives. This includes giving scaled ratings and yes-or-no questionnaires after the call. Call centers follow standard customer service KPI in measuring the quality of service they give for every call. However, businesses should also know and be aware of these for several reasons.

How to Create Great Customer Experiences on a Tight Budget

When an agent or a department cannot initially resolve a customer’s issue, chances are they get escalated to a more appropriate team that can help them with their concern. Escalation rate measures the number of calls escalated over the total number of calls in a period. This is why call centers measure first response time to determine how quickly an agent responds to their first issue. Customer service teams play an integral role in the success of any business. They are the face of the company, providing customers with the support they need to make informed decisions and build trust in the brand. Freshservice comes with a mobile app, which allows IT personnel to get the job done even if they are offsite.

  • Set KPIs (key performance indicators) based on each customer support metric to guide your support staff in the right direction.
  • Being a customer service adherent, her goal is to show that organizations can use customer experience as a competitive advantage and win customer loyalty.
  • That’s why it’s important to send your first reply while customers are still on your website.
  • To find your cost per resolution, take your total service department costs for a given time period and divide them by the number of tickets resolved for the same time period.
  • Benchmarking agents or reps creates healthy competition and, conversely, lets you identify those that may need additional nurturing.

Compare this KPI to others such as the agent utilisation or the ticket handle time to extract deeper conclusions about costs and how to lower them. Also known as opinion mining, sentiment analysis involves scanning the language a customer uses to see if it skews positive, negative or neutral. Conducted through natural language processing technology, this is a great way for agents to get an immediate read on customers’ emotions and adjust their approach accordingly. Your RR helps represent the percentage of solved tickets that have been reopened by a customer reply.

How to Approach KPIs

Any more than that, and your focus is too divided to make any real progress, says Rockefeller. With the CLV, we commence the list of important customer service KPIs. You might be wondering if you should measure all the metrics listed here? This metric is tied to a business’s revenue goals since it helps get insights about revenue potential and planning for the longevity of a business. CES is an important metric that businesses track to ensure they deliver a seamless experience to customers. While improving customer satisfaction requires a lot of moving parts, the ones in your control are employee behavior and knowledge, as well as the quality and speed of service.

kpis for customer support

Typically after an experience with support staff, customers are encouraged to fill out a survey based on their experience. Customer Satisfaction Scores(CSAT) show how happy customers are with the service provided and how well customer service team members handle customer issues and kpis for customer support complaints. Customer retention measures a company’s ability to retain customers over time. It’s one of the more important metrics to know because customer retention is integral to your success as a company. Plus it increases customer loyalty, ROI, and helps recruit new customers.

Service Desk KPIs

They’re asked to rate their support experience as “Good” or “Bad,” and are given the option to provide written feedback for the customer support team. And research even shows that satisfied customers lead to improved customer retention and reduced customer churn. Help improve both metrics by properly training your customer service agents. The more they know about your products, the easier they’ll be able to answer customer questions and resolve their issues. Customer satisfaction rate (CSAT) is the most popular way to measure a team’s customer service.

Implementing a knowledge base gathering all the customers’ issues and how they got addressed is also a good thing to do in the long run. Even if that requires a little bit of time to write, you will be rewarded with plenty of time saved in the future. kpis for customer support There are several ways to optimize this customer service KPI, starting with training your agents in their communication skills. There are many tools and strategies for collecting customer feedback and measuring customer service performance.

Automate and templatize your first response

Knowledge base views have nothing to do with customer interaction with an agent. This metric measures the number of page views on FAQ or support pages. It enables companies to identify trends in customer issues based on the volume of their searches. Not all businesses can have large customer service teams, and many rely on service desks to manage their budgets, resources, and customer service all at once. Customer service KPIs and service desk KPIs are relatively similar, but it’s essential to understand their different applications. Abandoned call rates are a major part of how to measure customer service satisfaction.

Insights have to be derived from the data, from which plans are formed to augment any identified pain point. It’s best that you check if the software you’re planning to purchase tracks all the KPIs that are relevant to your business, so you wouldn’t have to worry about setting and monitoring them. Some even provide insights to let users focus on improving their operations, not the nitty-gritty. It allows you to quantify the efficiency of your day-to-day operations across your support team and ensures your customers’ issues are being dealt with expeditiously. KPI is used to measure performance and success, while metrics are simply numbers within a KPI that help track performance and progress.

The 4 big myths about AI in customer service

Most managers will want to reduce this time so as to minimize the cost of interaction with a customer. 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. You can gather data proactively, for example, by engaging customers with pop-ups, or passively, for instance by going over chatbot conversation analytics.

< Generative AI archive