Customer support is crucial and sensitive part of the organization. You want your users to continue using your services even after they hit a roadblock—and your CS team is that wall of trust you build to make sure that happens. On that note here are 5 Metrics that you must track to learn your CS team’s efficiency and get an understanding of your customer recurring problems.
This is as important as first impressions–they form the foundation of your trust with your customers. FRT is the total time taken for the CSR to Reply to the support ticket. Longer FRT creates more user frustrations.
FRT denotes how efficiently the Customer support teams are working. There are ways to avoid longer FRTs by means of having streamlined processes.
Automation is one of the key areas that help with this. Having an automated mail responder setup with quality information on wait time and possible solution is a good way to decrease the FRT’s
Chatbots are another great way of talking to customers and give resolutions based on most occurring problems. This also decreases a major chunk of queries that needs simple answers. By doing that helps CS teams be more efficient and drive more one on one conversations with customers whose queries couldn’t be solved by the chatbots.
Your support tickets are a tracker of all conversations you have had with your customers.
Ticket volume refers to all the support tickets raised by the customers in a given time.
Ticket volume is an important metric to track as it helps you with distributing workload and resources in your CS team.
Tickets can be generated from multiple channels like Emails, telephonic complaints, chatbots, and even social media Messaging outlets.
Ticket volumes can be reduced by making your customer smarter. Resources like Ebooks, Guides, and How-to Articles keep your customer informed and decrease your ticket volume.
Ticket backlog refers to the unresolved tickets i.e. number of customers who didn’t get any resolution. Backlog is critical as your customer is still waiting. A longer backlog would mean a longer wait time for CSRs to reach the customers leading to dissatisfied customers.
This metric tells you how fast your team is in terms of reaching out and communicating with their customers.
Ticket backlog can be subjective at times. What counts as an “unresolved ticket” is different in different companies. Few parameters that decide are “Response time” and “Resolution Time”. This means if it crosses the decided threshold— it’s counted as unresolved and hence enters the backlog.
Also known as Average Handle Time (AHT) is the average time it takes to resolve or close a ticket. This is probably one of the most important metrics to track as it is based on solving problems and having satisfied customers, which is the main purpose your CS team exists in the first place. ART also shows the efficiency of the team and can be that one metric that directly influences CSAT or Customer Satisfaction.
One of the key reasons ART is painstakingly high in some organizations is because of a lack of information. The CSR mostly gets a ticket without much context and the back and forth to bridge the knowledge gap increases the resolution time.
One way to bridge this information gap is by using Qualitative analytics tools With Session Replays and Heatmaps.
These tools let you see exactly what your users see and recreate the problem they are facing without any back and forth leading to instant resolutions
Customer Satisfaction score tells you how your customers feel about Customer service. This is generally done by conducting a quick survey after the service. It ranges from being a simple thumbs up/ thumbs down, a simple questionnaire to a number-based rating system.
CSAT is the most important metric you track. It answers questions like how effective your CS team is, and a low score is an indication of some necessary change in either the team (increasing team strength) or processes.
It’s important to take take the responses and learn from them. The positive ones tell what you are doing right and need to double down on whereas the negative ones can point you towards faulty or broken practices.
Getting as many responses as possible should be something you train your CS teams to focus on.
Ultimately, these KPIs are there to give you a better understanding of your teams and customer’s problems. It’s important to have procedures and policies that make sure your scores in these areas are good and indicate satisfied customers.