📊 8 Customer Service Metrics You Should Be Measuring Right Now
As a business owner, you know that customer service is one of the most important aspects of your business. But how do you know if you're providing good customer service? The answer lies in measuring your customer service metrics. In this article, we'll go through the eight customer service metrics you should be measuring right now to track and improve your customer service standards using KPIs and metrics.
📈 Message Volume
Message volume measures the total number of conversations in your support inbox. By tracking this metric, you can see how many people have messaged you in a specific time period. To improve this metric, you can provide a knowledge base or links to specific articles to help customers find answers to their questions.
📉 Message Backlog
Message backlog measures how many of your messages have not been resolved yet. By tracking this metric, you can see how many messages are pending and need to be resolved. To improve this metric, you can use the snooze feature to get those contacts back to your inbox when it's time.
⏱️ Average Resolution Time
Average resolution time measures how long it takes to resolve a customer's issue. Once you have a benchmark, you can improve this metric week by week. To improve this metric, you can create processes or standard operating procedures so that your team can manage everything faster.
⏰ Average Response Time
Average response time measures how long it takes for your human agent to respond to an inquiry. This metric will increase the level of satisfaction for your customers. To improve this metric, you want to keep it below 10 minutes. Five minutes would be ideal.
🚀 First Response Time
First response time measures how long it takes for the first response to an inquiry. This metric can be much faster if you use chatbot or automation.
😃 Customer Satisfaction Score
Customer satisfaction score measures how satisfied your customers are with your support. After you finish any session, it's recommended to send in something like this: "Did you find our support helpful? Yes or no." To improve this metric, you can use team collaboration to answer your customers' inquiries faster and increase satisfaction.
⏳ Longest Resolution Time
Longest resolution time shows you what is the longest time it takes to resolve a customer's issue. As a manager, you can create processes or standard operating procedures so that your team can manage everything faster.
🤝 Net Promoter Score
Net promoter score measures how likely your customers are to recommend your product to their friends or colleagues. To improve this metric, you can provide excellent customer service and ask for feedback from your customers.
By measuring these eight customer service metrics, you can track and improve your customer service standards using KPIs and metrics. Remember to set a baseline and benchmark before improving your metrics week by week. By doing so, you can provide excellent customer service and increase customer satisfaction.
Pros
- Provides a clear understanding of customer service metrics
- Helps businesses track and improve their customer service standards
- Provides tips on how to improve each metric
Cons
- May require additional resources to implement and track metrics
- May not be applicable to all businesses
🌟 Highlights
- Measuring customer service metrics is essential for businesses to provide excellent customer service and increase customer satisfaction.
- By tracking message volume, message backlog, average resolution time, average response time, first response time, customer satisfaction score, longest resolution time, and net promoter score, businesses can improve their customer service standards using KPIs and metrics.
- To improve each metric, businesses can provide a knowledge base, use the snooze feature, create processes or standard operating procedures, use chatbot or automation, use team collaboration, and ask for feedback from customers.
FAQ
Q: What is customer service?
A: Customer service is the support provided to customers before, during, and after a purchase.
Q: Why is customer service important?
A: Customer service is important because it can increase customer satisfaction, loyalty, and retention.
Q: What are customer service metrics?
A: Customer service metrics are KPIs and metrics used to track and improve customer service standards.
Q: How can I improve my customer service metrics?
A: You can improve your customer service metrics by providing a knowledge base, using the snooze feature, creating processes or standard operating procedures, using chatbot or automation, using team collaboration, and asking for feedback from customers.
Resources:
- https://www.voc.ai/product/ai-chatbot (AI Chatbot product)
