Top 12 support KPIs for better customer service

A high number of touches per ticket can negatively affect the customer satisfaction rate. A necessary part of customer service is anticipating how many issues can arise. This metric indicates whether the team is equipped and available to handle the number of tickets. Let’s say your total operating costs are $20,000 per month and your team resolved 2,000 tickets.

Companies are starting to bring AI into their workforce to automate and augment support. The companies that leverage AI-powered virtual assistants are seeing upticks in customer satisfaction and other KPIs. While this might sound very basic, you need to have the right systems in place to actually measure the business-critical KPIs before you can look to improve them.

Channels

You can also analyze if the infrastructure needs optimization to reduce wait times. Additionally, reducing hold times and simplifying the process for customers can also help to decrease AHT. This metric measures the average amount of time a customer service representative spends on a call or chat with a customer. Calculates the average time it takes for your support team to provide an initial response to a customer inquiry. Today’s customers prefer getting quality, personalized, and seamless customer service, even if they have to wait for a bit. However, it’s important to make sure that the resolution time is consistent and is not unacceptably long.

The goal is to keep the churn rate minimal, but it happens in every company so you don’t need to panic immediately. In our example, we have visualized the monthly customer churn rate over the course of almost a year and, in this case, calculations include cancellations and downgrades. You can instantaneously spot which months performed best and which ones encountered issues. We can see that October is showing particularly higher churn rates and this information enables us to dig deeper and discover why. A customer service KPI, like the First Response Time (FRT), measures the duration between a customer’s initial inquiry and the company’s first reply.

#6 Communicate KPIs and measure progress

Here’s where the resolution SLA comes into play as an important KPI since it helps ensure that all tickets are resolved within a set time. This customer satisfaction metric is the opposite of customer churn rate, but both show how likely your customers are to stick around. To calculate retention rate, first subtract the number of new customers from the total at the end of a specific period of time. Then, divide the number of customers you retained by the total number of customers you had at the start of that period. If you’re not exactly sure how to measure customer service performance, consider the following methods and metrics. You’ll get the most valuable insights if you find ways to combine a well-rounded selection of key performance indicators (KPIs) in a way that complements your overall growth strategy.

Proper handling can maintain customer trust, whereas mishandling can lead to decreased satisfaction and loyalty. Additionally, integrating fraud metrics with customer service data can unveil patterns, potentially indicating systemic issues that need addressing. Many support teams choose the right KPIs but don’t track them throughout the year.

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If your goals aren’t data driven, that’s a recipe for measuring the wrong performance indicators and falling short of the target. Customer support software Zendesk allows support agents to effortlessly track, prioritize, and solve customer interactions across multiple channels. Its robust features that enable support teams to deliver quality services include SLA views, custom ticket fields, ticket forms, and an admin interface available in more than 40 languages. Besides, Zendesk supports seamless channel integration allowing teams to connect with customers through mobile, web, email, Twitter, or Facebook. This metric measures the percentage of customers who end a call or chat with a customer service representative before their issue is resolved.

A high SLA compliance rate indicates that your support team is delivering on its promises to customers. Measures the number of unresolved customer support tickets at a given time. This KPI helps identify bottlenecks in the support process and highlights areas for improvement. Determines the percentage of customer issues resolved during the first interaction with support.

The higher the satisfaction score means longer is the customer lifetime value (CLTV). 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.

Yet, there are some ground rules you can calibrate your support performance by. As discussed before, customer service plays an important role in strengthening customer relationships, making this an important KPI for support teams as well. Instead, you can club this metric with other metrics like resolution SLA or average handle time to understand the capacity of work an agent can handle without compromising on quality or speed.

Insufficient Feedback Mechanisms

Use the data you gather to decide a reasonable reduced ART that you want to shoot for. Emphasize this number with your team, as they hold the key to success in their interactions, and update them on progress regularly to encourage them to keep up the good work. You can’t set expectations too high or too low to achieve, since this may affect the quality of service you give to your customers. For instance, in outbound customer service, you need to to convert X percent of leads in three months or so. Aside from internal KPI, you need feedback from your customers as well.

However, only if you have quantifiable data on how well your support team is doing can you improve existing processes, make better staffing decisions, and ensure customer happiness. The knowledge base will help agents find an answer to customers’ questions several times faster. What’s more, they can simply send the link to a knowledge base article instead of writing the same instructions again and again. First, we think of what changes were in customer service during the period.

Strengthening Customer Loyalty

Look back on historical data; has this number increased from last year at the same time period? Below are some of the most important customer service key performance indicators that businesses should measure. Its analytics capability provides with you an overview of your customer support, enabling you to see customers who are interacting with your company and monitor the service they’re receiving. It lets you see usage statistics, evaluate performance reports, and learn from customer satisfaction ratings. Its extensive reporting possibilities enable you to keep tabs on support agent performance. You can take advantage of the LiveAgent free trial and get to know the features firsthand at no cost and without commitment.

First Contact Resolution was also a popular choice, with 23% of respondents perceiving it as the crucial customer service metric. Does your team struggle with addressing each and every customer’s problem within a reasonable time period? Consider adding knowledge base management and self-service tools, such as customer service chatbots, to your website.

• An ideal situation would be to have low costs and high satisfaction rates for all your communication channels; however, this is not always the case.
• All you need is a list of questions and a way to distribute the survey (usually via email).
• Outsource Accelerator is the leading Business Process Outsourcing (BPO) marketplace globally.

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