10 Important KPIs and Metrics your Customer Support Team Should Be Using in 2024

Most platforms give businesses a collaborative system with features that include a shared inbox, canned responses and actions, app integrations, and advanced metrics reporting. As such, measuring your customer service KPIs is crucial to successful customer interactions. Trader Joe’s customers love the company so much that the chain has the highest kpi for support team American Customer Satisfaction Index (ACSI) score. Managers can use this metric to determine how much time an agent is actually on the phone with customers. Serving as the lead content strategist, Snigdha helps the customer service teams to leverage the right technology along with AI to deliver exceptional and memorable customer experiences.

On the other hand, CES is not biased by how happy the customer was before contacting customer service, while CSAT may be influenced by this factor. Below are six simple steps to help you set the right KPIs for your customer service departments and arrive at the metrics you need to measure. Do that, and you’ll be able to take advantage of customer support KPIs to deliver truly exceptional customer service. Send a survey asking customers to rate how easy your company made it to resolve their issue. Escalation rate is the percentage of tickets escalated to someone else like a senior manager or another support tier.

Abandon rate

Discover how other companies improved their most business-critical customer support KPIs. You should track the retention rate of your customers who reached out with an issue. Did you manage their issue well enough for it to not rupture your relationship with the customer? This will require integrating into your CRM platform, and making sure all systems (agent desk, eCommerce, etc.) are feeding data in and out of your CRM for a 360-degree customer view. Customers look to have their problems solved quickly, so they typically dislike the constant back and forth to solve a problem.

A service level agreement (SLA) helps teams prioritize incoming tickets based on their importance and any pressing time constraints. They’re typically made between a business and its customer to ensure agents deliver on expectations. HubSpot’s State of Service Report found this metric to be the second-highest metric for performance measurement in 2021. Many live chat solutions come with built-in reporting features that track many customer support KPIs like average response time, message volume, or the number of handled vs. missed conversations. This data can be extremely helpful for assessing chat operator performance and identifying areas for improvement.

Memorable Examples of AR in Customer Experience [+Tips for Implementing the Technology]

A high transfer rate could indicate that employees or customers are reaching the wrong first-touch agent. In this case, the help desk’s internal routing system may be the problem. Resolution time includes the time it takes for an agent to first respond to the ticket, which is another reason to try to decrease response times. Another help and service desk metric you should look at is the number of tickets solved. In a healthy help or service desk, your tickets opened and tickets solved trend lines should be parallel.

• Many companies stopped measuring customer satisfaction during this time as they were simply trying to get back to customers, which often took days.
• To measure your churn you usually need additional tools, such as Google Analytics.
• Businesses can use these figures to fine-tune operations, improve agent productivity, and better understand their customer interactions.
• If you deliver services that are consistent and predictable, the lifetime value to the customer increases significantly.
• Customer service and support are multifaceted and multidisciplinary functions.
• The Customer Satisfaction Score (CSAT) is a general estimate of satisfaction with a buying or service experience, usually measured through surveys after the event.

Customer Satisfaction Scores(CSAT) show how happy customers are with the service provided and how well customer service team members handle customer issues and complaints. Customer retention measures a company’s ability to retain customers over time. It’s one of the more important metrics to know because customer retention is integral to your success as a company.

For one thing, people who are willing to recommend your brand to their friends and colleagues are one step closer to becoming your brand advocates and ambassadors. If a customer needs to search for your ‘Contact us’ button even for a minute, you’ve failed your mission. Key actions like signing up or contacting support should take zero thought and effort. Product demos shouldn’t take more than 20–30 minutes of their time, but their effect is much more powerful than that of any other channel.

When the resolution time is higher it indicates FCR that reduces the number of customer interactions to get the problem resolved. Average first response time (FRT) refers to the time between the chat made by the customer and agent responses. Higher scores from customer service evaluation indicate that your agents are enthusiastic about attending to customers. Templated responses save your agents a lot of time and, by extension, mean customers get answers faster.

Ways to Improve Your Customer Service Response Times

Many companies stopped measuring customer satisfaction during this time as they were simply trying to get back to customers, which often took days. You can optimize the FCR metric by training your customer support team to improve their communication skills and deliver quality service. You can provide live chat scripts and customer surveys to improve resolution in the first interaction itself. At first, you have to identify the primary goals of your customer service team. Whether it’s improving customer satisfaction, reducing response times, or increasing first-contact resolution, clarity on objectives is crucial. If you could only track one customer service metric — which we do not recommend — it would be this one.