Do you know, 90% of Americans use customer service to decide whether or not to do business with a company? Thus, if you keep track of all essential customer service reports and create a strategy on how to improve them, it will help you provide robust customer support.
There are 8 major customer service reports that you must track to know the productivity of your employees and how effective your customer support is.
So, let’s dive in and check out all 8 essential customer service reports.
8 Customer Service Reports That You Should Track
Customer Query Count Report In A Day
This report will inform you about the number of queries that you receive in a day. You can use this to know how many customer support agents you require to handle all the queries and provide assistance to your customers.
You can even track the platform from where you receive the most customer support queries and direct your agents to that platform.
First Reply Time Report
First response time report shows you the correlation between the time you received a ticket and the time taken by your agents to attend to a customer query and send an initial reply to it. You can check the report in-depth by looking at the time spent on different channels, for different issues, and how satisfied your customers were with it.
Additionally, you can even take out the average response time from this report and if the average response time is higher then that could mean the workload of your agents is high as well.
To calculate the average response time you need to divide the total time taken to respond to a request divided by the total number of requests received.
Number Of Requests Closed Per Agent
This report will let you know the number of requests closed by your agents. Keeping a track of this report will assist you with checking the efficiency of individual agents. You can even use this report to reward your best-performing employee and motivate others to perform well.
Interaction Per Ticket Report
Through this report, you would get to know how many touchpoints a ticket had to go through before it was actually resolved. If the interaction per ticket is high then that would increase the ticket resolution time.
Training agents properly would ensure that the interaction per ticket reduces and you can solve tickets quickly.
Customer Satisfaction Report
A CSAT report measures how satisfied your customers are with the customer support provided by you. It’s usually measured between a score of 1-5 with 1 being the least satisfied and 5 being the most satisfied.
This report is collected for the individual agents but you can combine it and get an overview of all the total CSAT scores. Providing a quick resolution can ensure that your CSAT score is high, as 71% of consumers believe that quick customer support can drastically improve their customer support experience.
Integrating with a chatbot can ensure that you provide quick customer support.
Replies Per Resolution
This report tells you how many times your agents and customers had to go back and forth to solve a query. To reduce the number of replies your customer support agent can use notes and store the information gathered from the customer.
Your agents can also use a canned response feature that allows them to quickly solve a query with a minimum number of sent messages.
Ticket Backlog Report
A report that informs you about the number of tickets left unresolved. It can be due to a high surge in ticket volume, less customer support staff, or queries that have been left unattended as they would require more time and attention.
You can set up alarms or reminders for tickets that need extra attention so that you can work on them later on. Moreover, assigning tickets through automation can also help you reduce ticket backlogging.
Net Promoter Score Report
NPS score is measured on a scale of 1-10 and represents how likely a customer will recommend your product to others. An NPS score is divided into three parts:
- Promoters: Those who lie between a score of 9-10
- Passive: Customers that lie between 7-8 in the NPS score.
- Detractors: Those who have selected 0-6 in the NPS rating.
To calculate the NPS score you need to use this formula:
NPS= Percent Promoters-Percent Detractors
Now, in the end, we hope that through this article you were able to guide you well of all the reports that you should keep track of in order to know how your business and customer support agents are performing.
However, if you are looking for software that provides real-time reports, then you should try Helplama Helpdesk. It provides reports like replies per resolution, first contact resolution rate, average handle time, average response time, and more that allow you to keep a track of your agent’s productivity.
So, what are you waiting for?