Customer surveys can tell you what you’re doing right or wrong. It’s a good metric to analyze how happy people are—but it isn’t the only one. You still need to deal with your support team’s productivity and efficiency.
So, how do we do that?
Here are six key metric reports that will help you measure better customer support.
1. Number of Tickets Per Day
It is crucial to know the number tickets received per day by your support staff. Even more important is how many are closed. Once you’ve got the data, calculate the difference between the support rep’s productivity.
There might be an increase or decrease in the number of tickets received per day, but the calculation remains the same. Include recurring tickets. Count the number of times a particular query is being raised. You can measure how skilled the support rep is in their resolutions.
2. Evaluate Response Time
How long did it take a support rep took to make the first contact with the customer? The difference between the start and solution is what you need to consider. This metric is important to measure the speed and promptness in the support to make the first response. For businesses, providing quick response is not a benefit but necessity because customers emphasis on fast support delivery.
3. First Contact Resolution
It is necessary to know how much time it took to resolve a ticket. However, it is more pivotal to know if the ticket was resolved in the first contact. Basically, the aspect you calculate here is when was the ticket resolved but with an emphasis on first contact resolution.
So if the support reps have more number of tickets that got resolved in the very first contact then those reps have skilled expertise.
However, it is also crucial to know the overall time it took to close a ticket. To calculate that include criteria such as when and how did the first reply happen (time and date), the time gap between the other multiple replies, and lastly, the exact time and date of resolution. Based on these dates and time, you can measure how long a ticket took to get closed.
4. Analyze Channels Used to Raise the Ticket
Knowing which channels are used to raise a ticket is important because it will help you categorize the level of expertise it requires to resolve it. The queries raised on social media are inquiries regarding new features or product updates; queries on live chat are usually inquiries on page navigation, training schedules or on-boarding process and queries raised on support emails or ticketing system are bug issues, inactive features/updates or features that are not working.
Based on these you can categorize the queries as non-technical, technical and highly technical. And depending on the categorization you can measure the type of queries taken up by the reps like are they taking only non-technical or both. You can also take another aspect in consideration ere queries that are raised again on other channels because it was not responded to on its original channel.
5. Evaluate Sentiments
Another metric report that can be considered is sentiments used by customers once the query was responded to or resolved. Take a simple approach for this and add multiple tags such as happy, delighted, unhappy, dead-end, to be resolved, and more to every ticket. Now based on the responses, you need evaluate why certain ticket was tagged as happy and why a certain ticket was tagged as dead end.
Using this evaluation, you can confer if any rep requires improvement in their responses or requires more product/service expertise to provide better responses.
6. Customer Experience Rating
This is the most common and important metric report. Send a survey to the customer asking them to explain about their experience with our customer reps. Based on the answers and ratings, you can derive how satisfactory their experience was.