10 Important KPIs and Metrics your Customer Support Team Should Be Using

However, it is still absolutely important for you to track them and review them periodically. Key performance indicators are just the start of what you can pull together to make better customer and agent experiences. You can measure ESAT by asking for feedback in the form of company feedback surveys and having conversation with employees.

To get the full picture, you will need to rely on several metrics and look closely at what they are telling you. We will get into detail a little later on, but now all you need to know is that looking at is not enough to get the full view. Likewise, it’s a good idea to check in on your customer success metrics regularly. But, fear not, with a little time and some research you can start tracking your KPIs too. The formulas are simple and straightforward and in a few minutes, you will have a full report. Following customer engagements on public channels is key to finding out what shoppers are saying about you outside of customer service chats.

Leveraging Customer Support Software KPIs

For now, it’s important to remember that this process benefits not only your customers, but also your bottom line. Zowie is a customer service suite built for ecommerce brands that want to maximize efficiency and unlock support’s revenue-generating potential. Our comprehensive dashboard places your top metrics front and center, allowing you to easily track every metric you need.

• And research even shows that satisfied customers lead to improved customer retention and reduced customer churn.
• Your org should aim for high NPS because it shows you have a healthy relationship with your customers and they want others to know about you.
• Good support and a good customer experience of quick, accurate responses or the ability to find them, shows your customers they can trust you and that keeps people coming back.
• There’s no denying that customers hold the power to make or break a brand’s reputation in the marketplace.

Identify the key metrics that relate most to your company and team goals so you can track and improve the right activities. From there, you can see all the progress you’ve made and where you can improve. Ultimately, the combination of metrics you evaluate will help give your team direction. Make it both measurable and motivating, and involve agents in the process to make sure they support the decision and commit to the goals. No matter the source, totaling the number of tickets completed by channel tells you where your agents spend their time and customers’ preferred way of contacting you. Reviewing the total number of tickets solved helps you measure how productive and effective your team is.

Product Usage Rate

In any industry, effective customer support plays a pivotal role in maintaining customer satisfaction and fostering business success. It involves addressing inquiries, resolving concerns, and ensuring a positive experience with your product or service. To enhance efficiency, it’s crucial to track customer support metrics that provide insights into your team’s performance and customer experiences. At instalinko.com, we recognize the importance of these metrics and have identified five key indicators to help you monitor your team’s efficiency, stay ahead of support tickets, and gauge customer satisfaction. One such metric is the first response time, measuring the duration between a customer submitting a support ticket and receiving an initial response from a customer support representative. Explore https://instalinko.com for valuable insights into optimizing your customer support strategies and enhancing overall business performance.

• If one agent is much busier than another, there’s likely something off that could be improved.
• Once you’ve started collecting data for each metric, you can use your own past performance to set improvement goals rather than solely looking at performance data from other companies.
• FCR, sometimes known as one-touch resolution, is an important customer service KPI to track because it directly impacts the customer experience.
• Net retention rate, sometimes called net dollar retention (NDR) or net revenue rate, measures the percentage of recurring revenue retained from your existing customers over a month, quarter, or year.
• HubSpot’s Dashboard and Reporting software is both powerful and accessible.

Rather than ask big, bird’s-eye questions, you’ll need a better handle on how your customer support is actually working out for your customers. If you ended up with 50,000 total customers but acquired 10,000 customers through the new campaign, that gives you an end result of 40,000 customers. But if you started the process with 45,000 customers, it means you lost some along the way. Running the formula, you’d find out that your retention rate was 88%, and that you lost 12% of customers during the process, even though you ended up net higher because of the new campaign.

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