In this way, one can determine whether, for example, ticket issuers on Twitter are more loyal than customers who send their request by email.
How to Measure Customer Service KPI
Not all help desk software has a feature that allows you to query the contact channel. Some list ticket volume by agent and channel submitted, while others show the channel that tends to send the tickets that take the longest to respond to.
When looking for software, you should definitely ask providers what data on ticket channels is analyzed and what the corresponding reports look like. "Yes, that's possible" should not be an acceptable answer in this case, because just because reports are generally available does not mean that they are sufficiently easy to create and read. The best thing to do is to ask the provider to show you specifically how the connection between contact medium and customer loyalty is presented in the software.
3. Top employees
Outstanding customer service is only possible with excellent staff, and top performers should be rewarded accordingly. But what makes a top performer? If you rank agents based on their resolution time or the number of tickets they resolve, they're likely to address the simple inquiries first.
Solution time obviously matters, but it shouldn't be the most important measure of performance. Why? Research has shown that quality is more important than speed .
For example, a Gallup Group survey found that customers who described support as "polite, canada telegram data engaging, and helpful" were 9 times more likely to engage with the brand again. However, if customer service was perceived as "fast," they were only 6 times more likely to do so.
First, you have to decide which criteria will be used to define excellent customer service in your company. Ideally, this should include aspects such as politeness and helpfulness, which have been determined through a customer satisfaction analysis.
What is the best way to go about such an analysis? There are various metrics such as customer satisfaction (CSAT), customer effort (CES) and net promoter score ( NPS). Customer satisfaction software is designed precisely based on these values and some help desk software solutions also include customizable KPIs.
Good evaluations lead to more sales
If you set yourself the goal of providing outstanding customer service, you need to know which values to measure and how.
And that's not so easy given the large selection of customer service KPIs. With the average resolution time, tickets sorted by medium/channel/source and top employees identified based on a customer satisfaction analysis, you already have three KPIs in direct correlation with retention rate and customer satisfaction, both components that are closely linked to sales.
Do you want to measure customer satisfaction and need help desk software that reports on these metrics without a lot of coding and analyzing CSV files? In the Capterra directory, you can filter software by features and read user reviews on customer service, usability, and reporting.