It is hard to overstate the importance of customer service in development of a business. Previously, we have written extensively about the functions and tiers of customer service departments. Employees within these departments are often the ones who directly communicate with your clients, provide help in times of frustration, but also create a trustworthy customer relationship and represent your corporate values to them.
But how to make sure customer service goals are met and the CS department is working productively in alignment with your business strategy?
Customer Service KPIs and their Impact on Business Performance
Among the most effective ways to improve customer service is measuring its work with KPIs. Key Performance Indicators (KPIs) are a set of metric values that determine how successful a company is in achieving its goals. Depending on the size, the product, the goal of your company, there are company-scale, department-, team- and individual- level metrics. In our article, we are focusing only on those, which are closely connected with customer service departments.
KPIs are quite universal and similar customer support KPIs can be used for multiple-level tiers — for customer service representatives and for technical support. KPI measurements act as a proxy for outcome and could guide you in the correct direction for adjusting your strategy and resource management.
Types of Customer Support KPI
📈 Experience metrics
Net promoter score: willingness of a customer to recommend a company to others.
Customer attraction: growth of the customer base.
Customer retention rate: the percentage of customers the company is keeping in comparison to those that are leaving.
Customer engagement: emotional connection between the customer and the brand.
Customer satisfaction score: measure of how enjoyable the customer experience with the company is.
💼 Operational metrics
Average handling time: average duration of a single communication between a customer and an agent.
Average resolution rate: the time it takes on average to fully resolve a ticket.
Average first response time: average time it takes for an agent to respond to an incoming ticket.
First contact resolution rate: how many tickets get resolved during the first time they are being submitted.
Customer ticket volume: general number of tickets in a certain period of time.
There are numbers of ways in which fluctuation in customer service KPI can affect your business significantly, defining its longevity and success. A few key ones are: retention, conversion rates and attraction of new customers, reputation and pricing. Customers who are satisfied with UX and issue handling are more likely to find your company worthy of partnering with and recommend it to others. This builds a good reputation for your business, consequently, affecting your revenue and even pricing — famously, a happy customer is a paying customer.
At SupportYourApp, we understand the importance of customer service performance metrics for our clients, therefore, offering best tools to make sure their expectations are met.
How Clients Track Efficiency of our Partnerships and How do We Make Sure They are Satisfied with our Services
First thing that clients are expecting from SupportYourApp is a continuous improvement in reaction, reply and resolution times of our agents without any quality compromises.
Next thing clients are paying attention to is client feedback, which is one of the most important metrics for determining the strategies that work best.
Last but not least, they are measuring customer service in relation to satisfaction scores to see how likely it is that our support will result in clients referring others to the product. Often, these numbers usually come from the helpdesk system used by the client (for instance, Zendesk, Freshdesk or Intercom). Now, since our own alternative, a helpdesk QCRM, has a dashboard, it is also possible to see all the KPIs there at once.
Internally, we also like to keep an eye on our performance in order to make sure the standards of our service are met. Usually, we have access to the same metrics that clients use to track our efficiency, either in real time or as regular reports. Apart from that, our teams track missed calls and potential SLA violations with Service Delivery Managers, who communicate directly with the Chief Customer Officer. Moreover, we perform frequent test calls and requests in order to empirically assess how well our agents are dealing with them. We’re also performing internal Quality Assurance for projects, with team leads and SDMs working to eliminate any weak spots in quality of agents’ service.
Combining our extensive 10-year experience, persistence and startup mindset, SupportYourApp is providing a leading client service, additionally helping our clients to track and measure its performance, and ensuring their business’ success at every step along the way.