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

Here are a few other common examples of KPIs you’ll see in process tracking. If you do track your KPIs manually, make sure you update at regular intervals that make sense for your project. For fast-moving projects, consider sharing updates weekly so everyone is tuned in to any changes. For longer-term, slower-moving projects, consider reporting biweekly or monthly to ensure each update includes enough information to be useful.

We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website. As differentiated from AFRT, ART shows whether your customers’ issues, requests, or queries get followed up promptly. It tells you, on average, how responsive and quick you are in getting back to your customers.

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You can implement ways to collect qualitative and quantitative feedback, that help you know the areas working well and the gaps that need to be improved. If you deliver services that are consistent and predictable, the lifetime value to the customer increases significantly. Acquiring new customers indeed improves your brand image, however, retaining them for longer-term shows that you have developed trust & loyalty with the customer retention strategies. You need to determine the critical points in the customer journey where interactions with customer service are most likely to occur.

Organizations should prioritize customer experience and a customer-first approach to improve retention. You can calculate this metric by determining the average time to solve all tickets over a specified time range. For example, let’s say you’re calculating the average resolution time for an eight-hour shift. Simply divide the total time needed to solve the tickets by the number of tickets solved. So, KPI is a key performance indicator, and it’s a measurement that demonstrates how effectively a company is at achieving key business objectives.

The ABCs of KPIs: Defining Key Performance Indicators

For example, companies generally have been de-prioritizing customer support email as a support channel in favor of social messaging and live chat. In a recent study, we found that customers prefer email support over all other digital channels. By tracking ticket volume per channel, you prioritize and shift resources to where your customers are. Minimizing disruption in a person’s life and requiring minimal effort on their part are the cornerstones of good customer service. CES measures how much effort your customer had to put in to resolving a particular issue or answering a specific question. CES depends on a myriad of factors including time spent, total back-and-forth interactions, and the number of times a person has to reach out.

Measuring this KPI for customer service helps to implement the right strategies to deliver real-time proactive support to clients and improve their experience. Adding the service metric to your scorecard helps you spot if this is happening, so you can find out what’s holding your agents up. When the average resolution time is low, the customer satisfaction level is high.

Make a case for additional training, staffing, and tools

If you have a chatbot on your website or in your mobile app, you can use it to collect customer feedback and measure customer service performance. Customers can also rate the quality and helpfulness of chatbot messages by upvoting and downvoting them. Another popular method for measuring customer service performance is live chat. Not only is it a powerful tool for real-time support, but it also provides valuable insights into the performance of your chat operators.

• If the number spikes, then one of your products might have gone viral, or you’ve got a PR nightmare happening.
• Let’s break down a few KPIs we recommend tracking for support teams, sales teams, and customer service teams.
• This framework helps in creating KPIs that are well-defined and aligned with organizational goals.
• For instance, you can redirect or reassign tickets of overloaded agents to others with more capacity.
• Also, metrics apply only to past performance and not future action, which is best handled by forecasting or predictive analysis.
• Performance statistics can help you identify which support agents are top performers and illuminate opportunities for additional training.

NPS is designed to measure the likelihood of your customers to recommend your brand, product, or service to others. It can be a pop-up form on your website or part of a survey distributed during certain periods. It generally consists of two questions – how likely the customer is to recommend or promote (scored from 0 to 10), and why. By NPS yardstick, 0 to 6 are detractors, 7 to 8 passives, and 9 to 10 promoters. It allows you to quantify the efficiency of your day-to-day operations across your support team and ensures your customers’ issues are being dealt with expeditiously.

Leveraging Customer Support Software KPIs

You can create a balanced set of KPIs that cover various aspects of customer service, such as quality, efficiency, and customer sentiment. If you’re on a mission to measure how your customer service team performs (and stacks up against the rest of your industry), check out our benchmark report. To keep an eye on your social media brand mentions, you’ll need to tap into a social listening tool, as mentioned above. You can certainly try to do this manually and track it all in a spreadsheet, but similar to tracking the volume of tickets, digital software will make this process easier and more efficient. To calculate net promoter score, you first need to gather data using a customer survey.

This metric can also be measured against daily, weekly, or monthly increments. Your average ticket count measures the average number of customer service or support tickets your team receives. You can measure these on a daily, weekly, monthly, quarterly, or yearly basis … or all of the above. Customer kpi for support team satisfaction measures how your customers feel about the customer service or support they received. It’s typically measured by asking your customers to complete a quick survey post-service, whether by clicking a thumbs up or thumbs down or answering a few questions about their experience.