Do you know, 78% of customers have given up transactions because of a negative customer experience? Thus, you should always focus on providing good customer support to your customers and scale up customer experience in your store.
But how to measure what “good” customer support? Several metrics can help you measure how effective your customer service has been. We have listed 24 such metrics that would help you get an overview of your customer support service.
Let’s dive into the article and check the content in this post:
Customer service metrics measure how well your customer support agents are handling customer queries. Keeping a track of them would help you gain insights into your customers’ loyalty, satisfaction, and how likely would they recommend your products to others.
Moreover, you can even check the efficiency of your agents and how productive they have been. This allows you to reward the best-performing agents and motivate others as well.
24 Types Of Customer Service Metrics
#1 Average Issue Count
Average issue count shows you the average number of customer support queries that you receive daily, monthly, or yearly. You can use this data to determine how many customer support agents you want in your team.
Moreover, you can even look at the platform where majorly the complaints are coming from and then divert your agents toward it.
#2 First Response Time
First report time metrics provide you with the time taken by your agents to attend and respond to your customers with the first reply. To create a good impression among your customers your first response time should be less.
To ensure that your first response time is less you can integrate your customer support platforms with a chatbot. It will attend to your customers in real-time and can even solve their queries.
#3 Average Resolution Time
It is the total time taken by your customer support team to solve a customer query. Through this metric, you can check the efficiency of your customer support team and if the average resolution time is more then you can work on it and create a new strategy.
While calculating the average resolution time you should always keep in mind that it is calculated when a ticket is completely resolved.
#4 Number Of Interactions Per Case
Through this metric, you can identify how many touchpoints the customer had to go through before the query was resolved. The higher the touchpoints the higher will be the resolution time.
To ensure that your touchpoints are low, you should train your agents well so that they can solve any type of query instead of forwarding it.
#5 Issue Resolution Rate
Issue resolution rate lets you know the exact number of issues that have been resolved out of the total issues that you received. A decline in the resolution rate is a matter of concern for you and a clear indicator of the efficiency level of your customer service staff.
#6 Incoming Tickets Through Platform Report
Source: https://www.zendesk.com/
An operation metric report that lets you know the general presence of your customers on different platforms. As stated above, you can keep a track of it and divert the major workforce toward the platform you receive the most customer support query. This will help you increase the resolution rate and provide robust customer support service.
#7 Rate Of Answer Calls
Through this metric you would get to know the number of phone calls that were answered from the total number of phone calls received. As per a report, 61% of US consumers prefer phone support, and thus you should try and answer every customer support call to provide better customer support.
You can use an outsourcing phone answering service like an after-hour phone answering service, overflow call answering service, dedicated call center, and so on, and ensure that no customer call is left unanswered.
#8 Average Phone Call Handle Time
It shows you the average time a customer support agent spends with your customers to solve their queries. The average phone call handle time only includes the average talk time, average hold time, and the time taken to complete the after-call tasks.
#9 Self-Service Customer Support Usage
Do you know, 70% of customers prefer to use companies’ websites to solve their queries? Thus, this metric will let you know the visitor count on your knowledge base platform.
You should include helpful articles in your knowledge base so that it solves most of your customer queries and reduces the ticket count in your store.
Ticket backlog refers to a customer support request that has not been solved yet. It can be due to a high surge in incoming tickets, less customer support staff, or tickets left unattended as they require extra resolution time.
You can use auto-ticket assigning of your helpdesk or your agents can set reminders of the tickets that require extra support so that n ticket is left unanswered.
#11 NPS Metrics
Source:https://www.zendesk.com/
NPS ( Net Promoter Score ) informs you how likely your customers will recommend your business. NPS ranges from 1-10:
Promoters: Customers that lie between 9-10 are called promoters and are most likely to recommend your products to their knows.
Passive: Customers that are less likely to recommend your products are called passive promoters and they lie between a score of 7-8.
Detractors: Those customers that lie between 0-6 and will not recommend your products to their knows.
#12 Customer Satisfaction Score
Source: https://www.zendesk.com/
A customer satisfaction report informs you about how satisfied your customers are with your customer support service. It’s usually measured between a score of 1-5 with 1 being the least satisfied and 5 being the most satisfied.
You can use a combination of feedback surveys and ratings to collect the CSAT score.
#13 Cross-Sell And Up-Sell Frequency
Not only your sales team, but your customer support team should also be promoting your products. For example, a customer has raised a request to return a product, now your customer support agents can either suggest them similar products or products or even recommend them products that go well with the previously bought product.
This practice can ensure that you can reduce product returns on your store and increases product exchange.
#14 Customer Retention Rate
A 5% increase in customer retention can result in a 25%-29% increase in revenue. Thus increasing the customer retention rate is what you should focus on. Providing robust customer support and high-quality products, are some ways by which you can increase your retention rate.
#15 Customer Effort Score
Through this metric, you would get to know how much effort your customers had to make while using your product. If the customer effort score is low then that indicates your customers can easily use the product which is a positive sign for your business.
#16 Customer Churn Rate
Customer churn rate informs you about the number of customers that you have lost in a particular time period. If the customer churn rate is high then that’s not good news for you, as you have to spend more on acquiring new customers.
To get a report on the reason why your customers left, you can send them an email asking “what went wrong” and then use the gathered information to work on the limitation.
#17 Product Repurchase Rate
Do you know, 91% of the customers would consider another purchase after they had positive customer service? Thus, the product repurchase metric is also an important metric to know how good your customer service has been.
If your business does not have a subscription model, then you can use this metric to know your most loved product.
#18 Social Media Monitoring
There are chances that your customers could reach you on the social media platform for their queries and keeping a track of it is important as that would help you provide better customer support on it and improve your brand presence.
Some of the things that you should track are:
Brand mentions
Negative comments
Number of questions that could have been solved with the help of knowledge base articles.
#19 Agent Touches
Through this report you would get to know how many times a customer support agent has to go back and forth with the ticket to solve it. This will help you know the count of complex issues that you get and you could train the agents accordingly.
#20 Ticket Reopen Rate
Ticket reopen rate would tell you about how effective your customer support is. A large number of tickets reopen rate means that your agents were not able to solve the query perfectly or the query was too complex to be solved.
Both situations demand you to train your agents well.
#21 Agent Satisfaction Report ( ASAT )
Through the ASAT report you would know how satisfied are your agents with your company and the work assigned to them. This would also tell you whether the work given to them is of the right quantity.
You can collect this report by giving a feedback form to them with questions like what do you like the most in this job?, how likely are you to recommend it to someone?, what do you dislike the most?, and so on.
#22 First Contact Resolution
First Contact Resolution rate informs you about the number of times a ticket was resolved on the first interaction with the agent. This will help you know how effective your customer support agents are.
#23 Replies Per Resolution
Replies per resolution tell you the number of times your agents have to interact with the customer to solve the query. To get the average replies per resolution you need to use this formula:
Number of replies on resolved tickets/number of resolved tickets
#24 Average Issue Count
Average issue count shows you the average ticket received in a particular day, week, month, or year. This metric can also help you know the number of agents required in your business.
Shopify Apps To Get Customer Service Metrics
If you use Shopify then here are the 3 best apps that would help you get the customer support metrics:
An app that would let you know your most loyal customer and the channel through which you receive most of your customer support queries. Additionally, this app provides personalized recommendations on performance to increase traffic to your store.
Features
Provides customers’ buying patterns so that you can recommend them products accordingly.
It even comes with analytics related to finance and store management.
Hubspot is a customer support tool that also provides essential metrics like agent productivity, ticket reopen rate, ticket touchpoint rate, and more. You can even use the app to sync and segment your Shopify products.
Features
Provides marketing automation so that it’s easy for you to run marketing campaigns.
Tidio allows you to check the number of customer conversation you had in a time frame, ticket backlog rate, platform engagement metrics, and many more. It even comes with a chatbot that can automate your customer support.
Features
Has a simple ticketing system that allows you to manage and resolve customer queries with ease.
Your customer support agents can recommend new products in live chat, which helps you get cross-sell and up-sell reports for your store.
Now, in the end, we hope that through this article we were able to guide you well on the top 20 customer support metrics that you should use to know the progress of your business and how your customer support agents are performing.
Additionally, we have also listed 3 Shopify apps that would help you get these metrics reports.
However, if you are looking for software that provides such metrics and other e-commerce features, then you should try Saufter. It provides you with several customer support metrics like customer churn rate, product repurchase rate, and many more.
Additionally, you can also use Saufter’s email automation to collect information like CSAT scores, NPS scores, customer effort scores, etc.
