Reporting and Metrics - What metrics should you be thinking about

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Tracking your support team’s performance and analyzing your service metrics are vital for improving your customer satisfaction overall. But how do we know which metrics truly give us an accurate view of how our support team is performing?. Given the number of metrics available for reporting on, you may be wondering where to start or what to look for.

When it comes to customer service, here are 5 key metrics to keep in mind:

1. Speed and responsiveness

A quick response never fails to make a customer happy — from the time they log a case to when they receive a reply from your agents. While auto-response emails are a great way to keep your customers informed, a response from a real person ensures the customer has a great experience. To help track your team's responsiveness, make sure you set up workflows to measure the amount of time taken to first respond out to a customer. This can also be useful to help identify pain points for the support team, especially if there are certain types of issues that take longer to identify.

2. Resolution time

When it comes to making your customer happy, response time isn’t the only thing that matters. Reducing the amount of overall time, and the time between back-and-forth interactions is just as crucial to keeping your customers happy. Measuring the time to resolution on each case can help identify a number of gaps in your workflow processes also. If a case is taking too long to resolve, it may be time to dedicate more training or up-skilling to help your agents identify and understand the issue quickly, provide a workable solution, and confirm that a resolution is met.

3. Customer satisfaction

Customer satisfaction (CSAT) ratings can help you track and validate whether you’re on the right path in building a successful support operation. This one is a no brainer and a key metric, but it should also be noted that a successful support operation is a culmination of many other metrics, including those mentioned in this article. CSAT scores can help you track your overall customer rating of your support team but also allows you to track CSAT ratings for individual cases and for individual agents.

4. Case volume

Is there a need to add more agents to your support teams? Or perhaps a need for more coverage on your team so agents can work on other projects? The case volume metric can help. Often overlooked, case volume can provide very useful insight into staffing your teams to ensure adequate coverage during periods of high volume. Understanding the busiest periods of the day or week can help you manage coverage more efficiently, leading to better metrics scores overall.

5. Knowledge-centered support

A successful support operation team needs to provide accessible solutions to common issues. With a knowledge-base, you can easily deflect cases by having your customers find solutions to problems themselves. Articles in the knowledge-base can be used to guide customers through their agent's case response, or can be used for customers to quickly look up solutions themselves. Knowledge-base content can help reduce case load and potentially decrease response and resolution times.
Tracking metrics such as most commonly viewed or best/worst rated articles can give you insights into what content on your knowledge-base is helping or hindering your customers being successful when attempting to self-serve.

By measuring the above key metrics, you can ensure a more productive and successful support solution for your customers.