Key metrics KPIs for support and customer service team

Average reply time measures how long it takes agents to respond to customer queries across all communication with a customer, not just how long it takes to respond to initial outreach. For example, the amount of time it takes the agent to respond to each chat message sent by a customer. Part of offering excellent customer service is reducing friction for your customers.

Once people see how your business can solve their problems in real time, making a buying decision is much easier. All things considered, message volume is a good indicator of team productivity. You can use this metric to get a better picture of each agent’s efforts. For example, a more abstract concept like employee satisfaction can be made quantitative by surveying employees periodically or by measuring employee attrition. Pay careful attention to low scores and follow-up to determine why customers are dissatisfied. This AI can create a detailed strategy with all the steps to take to reach your goals.

Customer Retention Rate

Conversations handled by a rep are simply the number of conversations or interactions each support agent handles within a specified time frame, usually a day. The Objective and Key Results (OKRs) framework is a great way to align your team behind a clear set of goals for the quarter. Monitoring which teams or individuals are falling behind and the expected increase or decrease in ticket volume can help you plan and allocate resources accordingly. A combination of realistic yet motivating KPIs plus a strong set of cultural values has helped us to strike this balance. As a result we have a hard working team who aspire to a very high standard and who care deeply about their teammates and their customers. Gauging business performance isn’t as skin deep as simply viewing the results and then calling it a day.

It provides a scalable, robust way to manage IT service requests and assets. Customer Effort Score (CES) refers to the effort a customer has to expend to get what they want from your business. This could be how long it takes them to find an answer in your knowledge base, get a resource from your support team, or any amount of time spent interacting with your company. Tickets solved per hour is how many tickets were resolved and closed within that same time frame. As with tickets handled per hour, this metric can detail how effectively a support agent operates. Average resolution time is the time it takes a customer service representative to solve a support ticket once it gets created.

Understand customer support’s impact on revenue

Cost per ticket is a measure of how efficiently IT Support conducts its business. A higher-than-average cost per ticket is not necessarily a bad thing, particularly if accompanied by higher-than-average customer satisfaction and service levels. Conversely, a low cost per ticket is not necessarily good, particularly if the low cost is achieved by sacrificing service levels or customer satisfaction.

• Typically after an experience with support staff, customers are encouraged to fill out a survey based on their experience.
• Customer support KPIs are a series of measurements which allow a company to track the success of their operations in relation to achieving their goals or objectives.
• You’ll want to track and recognize your agents who have the lowest average handle time, highest first contact resolution, solve a large volume of tickets, deliver high CSAT and more.
• Customer satisfaction (CSAT) is a metric to measure your customer base’s level of satisfaction with their experience.
• It measures the efficiency of your team to resolve an issue on the first call.
• Once you’ve defined your business objective, you need to decide which metrics are relevant to that objective.

Each type of KPI plays a unique role in how it sheds light on performance and success. Understanding the differences will help any organization use key performance indicators effectively. Key performance indicators are important because they keep teams focused on what matters most to an organization’s success. They act like a report card showing how well a team is doing in key areas, which helps everyone understand where they stand.

Use customer support KPIs to drive the CX

The KPIs provide insight into team performance and individual agents’ work, and most importantly, it allows companies to assess their offerings in terms of customer satisfaction. Tracking and measuring these metrics will ensure that your business remains competitive while providing high-quality support services for customers. To guarantee successful customer service, businesses must closely monitor these critical performance metrics. Whether you’re tracking the performance of human or AI-powered virtual agents, you need to look at the same key metrics.

Customers’ issues do not only exist in your desired support channels like email and chat. Rather than fight against this trend and attempt to ask customers to submit a ticket via chat, you should respond and help them. Similarly to ticket volume, you don’t need a specific formula to calculate your number of unresolved tickets.

Here are 12 help desk metrics and KPIs to measure your business’s ability to serve customers or employees.

It is calculated by taking the percentage of promoters (9-10) out of the total respondents and subtracting it from the detractors (0-6). With the help of the NPS score, you can know how likely your customers are to recommend you to their friends and relatives. NPS replies are less influenced by the customer’s mood, unlike CSAT which aims at emotion, not intention. Your KPIs adhere to the SMART criteria – Specific, Measurable, Achievable, Relevant, and Time-bound. This framework helps in creating KPIs that are well-defined and aligned with organizational goals.

Freshservice comes with a mobile app, which allows IT personnel to get the job done even if they are offsite. End users are also given the capability to raise issues and request service from their kpi for support team mobile devices. It is capable of securing data and automating the whole help desk apparatus. Finally, with its flexible pricing plans, the system attracts users from businesses of any size.

Tickets solved per hour

It provides a good indication of your team’s efficiency in resolving customer requests. Resolution time, also known as average handle time in call centers, is an important KPI for your help and service desks. This is a key service and help desk metric because it tells you how long an employee or customer must wait for their issue to be resolved—an important aspect of the overall customer experience (CX).