Customer Health Monitor: Best Practices Reference Guide
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How it works
Understanding your customer's opinion is tremendously valuable and will likely be reflected in the tone of their communication—but it can go far deeper than that. Your customer’s opinion is very likely shaped by their most recent support interactions with your company. Having this insight allows you to take a more holistic and proactive approach to support interaction management, which is especially valuable when addressing customer complaints.
We've built the Desk.com Customer Health Monitor to give you quantifiable insight into your customer’s opinions as a function of recent interactions. We've also enabled parameters that calculate a customizable health score specific to your business and customer interaction profiles.
The Customer Health Monitor creates a health score for the customer, and a company score is created based on the customers of that company. The health score is indicated as a colored circle on the customer’s emoticon next to their name in the Desk.com Agent. Mousing over that icon presents the agent with the customer’s score and individual health parameter values. The company health score appears on the company panel.
Where do I start?
Just as every business is different, so does the definition of a healthy customer vary from company to company. For this reason, we designed the Customer Health Monitor feature so you can calibrate your business metrics to track customer health.
As a business-to-consumer company (B2C), you may find as you grow that you have refined your customer service responses, honed your macros and knowledge base articles, and generally solve cases more quickly and with fewer interactions.
Business-to-business companies (B2B) often tackle more complex cases with their customers, resulting in a larger number of case interactions. Many B2B relationships are built around regular customer service engagement and that may also result in a larger number of open tickets at any one time.
The chart below outlines some best practice values to get you and your business started with Customer Health Monitor. The values in each row represent the Good-Average value followed by the Average-Poor value.
|Type of Business||Average Case Interactions||Tickets in the Last 60 Days||Currently Open Tickets||Average CSAT in Last 60 Days|
|B2C (1-10 employees)||4, 6||2, 3||2, 3||2.6, 2.3|
|B2C (11-100 employees)||4, 7||3, 5||2, 4||2.7, 2.5|
|B2C (>100 employees)||4, 8||4, 8||3, 5||2.8, 2.4|
|B2B||5, 10||10, 20||4, 10||2.8, 2.4|
Each parameter used in the calculation of the Health Score can be turned on/off in addition to having the thresholds set.
- Average Case Interactions: These are the average total interactions between your customer and your agent for tickets handled in the last 60 days.
- Tickets in Last 60 Days: This is the total number of tickets this customer has opened with your company in the last 60 days, regardless of the current ticket status.
- Currently Open Tickets: These are tickets this customer currently has open, regardless of the date they were opened.
- Average CSat in Last 60 Days: If you have Desk.com’s Customer Satisfaction tool enabled, this is an average CSat score, based on the most recent CSat for all cases over the last 60 days.
What do I do with the scores?
Upon seeing a less-than-positive score you might decide to investigate that customer’s recent tickets in more detail. Desk.com makes it easy to review your customer’s history of cases, which can give you insight into whether their recent interactions were simply inquiries or communiques born of frustration with your business. Armed with this background information, you might investigate as follows:
- Inquire about their other recent cases. Were they solved satisfactorily?
- Ask them to elaborate on a recent low Customer Satisfaction score they submitted, and ask if any follow-up is required.
- Identify a recent case with a large number of interactions and inform the customer of your efforts to streamline issue resolution.
See the Desk.com Customer Health Monitor page for specific instructions about deploying Custom Health Monitor.