Top 15 Support KPIs & Metrics for For Customer Support Teams

The rate at which your customer service team and individual agents fulfill service requests. Ask your customers to fill out a survey rating multiple areas of your customer service to get detailed qualitative customer feedback to learn how well your team is doing in various areas. Customer lifetime value (CLV) calculates how much revenue you expect to generate from a specific (or single) customer during the duration of their subscription to your product/service. It factors in the value of the customer’s first purchase, multiplied by their expected lifespan (i.e., how long you expect them to stick with your business). Customer effort score calculates how much work your customers have to do to complete specific actions, such as upgrading to a paid tier, requesting a refund, updating their account information, or changing their password. Effort score surveys ask customers open-ended questions using the format of, “How easy did [organization] make it to solve [issue]?

• Consequently, the CS department may agree ring-backs should be implemented where a customer has an option to request a call back after holding on to a queue.
• In addition to setting the right KPIs, it’s important to objectively assess team performance, understand how different activities impact their goals, and identify ways to improve.
• Count the number of customers that have made more than one purchase and divide this by all purchases made on a given date range to get a percentage.
• How many calls are cropped or abandoned by the caller before reaching a live agent.
• I had previously worked in the television and film industry, where there was an entirely different metric – either I delivered high quality work on time or I didn’t, and I was out.
• For example, if resolutions are consistently behind, you may need to add more staff or look at other ways to increase efficiency.

It’s important to have open communication with your employees to ensure they are satisfied with their careers and performing to the best of their abilities. A shared inbox provides a shared perspective of email and improves visibility, accountability, collaboration, and, ultimately, your KPIs. Your KPIs will likely take a hit if agents are constantly overloaded with work. You may need to hire more agents or rebalance the workload among existing agents.

Customer contact rate

If you could only track one customer service metric — which we do not recommend — it would be this one. Average resolution time (ART) refers to the amount of time it takes for your customer support team to fully solve the customer’s problem and close the ticket. We analyzed data across about 6,000 ecommerce companies using Gorgias to provide customer support and we found that the top-performing companies have an average resolution time of 1.67 hours. Below, we describe 25 of the most essential customer service metrics, organized into six categories. Some metrics have to do with your team’s performance — like how quickly and well you respond to tickets. Other metrics look deeper at your team’s impact on larger company goals, like customer retention and revenue generation.

• From expense and revenue to margin and cash management, finance managers have lots of choices when it comes to tracking financial progress.
• Tickets by hour reveals the efficacy of your customer support reps and can help you identify a need for performance development or increased headcount.
• “According to HubSpot, 54% of customers expect a response within 10 minutes or less..
• To keep an eye on your social media brand mentions, you’ll need to tap into a social listening tool, as mentioned above.

Ticket reopens represents how many times a ticket or incident needs to be reopened by a support agent. This metric shines a light on the status of a company’s operations, as a high level of reopened tickets can indicate problems with the product or customer experience. You can calculate cost per resolution by dividing the total cost of customer support by the issues resolved in a given period. First contact resolution (FCR), sometimes known as one-touch resolution, is the percentage of customer tickets that agents resolve on the first interaction with that customer.

Customer Effort Score (CES)

You acted on the KPI, measuring its effectivity, and made adjustments to improve the process and hit your target. We offer features like comprehensive agent workspaces, reporting and analytics, and more to ensure your team provides outstanding support to every customer. Customer service KPIs are important statistics businesses should use to evaluate their CX efforts, the performance of their support team, and more. That said, you need a way to track them efficiently—and the best way to do that is with a reliable CX partner. Abandon rate, often referred to as call abandonment rate, is a call center KPI that reflects the number of customers that hang up while on hold with customer support.

The general attitude that a customer service agent has toward the customers and users interacting with them. Your agents should have access to the issues currently affecting your customers, recollected by the appropriate team and condensed and counted by the customer care manager. Follow these help support kpis desk best practices to improve your help and service desk metrics and KPIs. Whether you’re managing a help desk or service desk, the rules of engagement are quite similar. They also want to be empowered to solve issues independently through a knowledge base or self-service portal when possible.

The number of support tickets generated through each channel of communication during a specific period. Take the total number of tickets generated during a certain period and subtract the number of tickets that did get resolved during that time. The number of support tickets that end up not being resolved or addressed within a certain timeframe and get carried onto the next period. The measurement of quality of customer service given by your team over your users’ expectations. How your agents are impacted by coaching and training, and whether they implement new learnings into their customer interactions.

Taking this transparent approach to customer service can help you foster trust and advocacy among users. Trader Joe’s are likely able to excel because they monitor critical metrics related to the service they provide. In this post, learn about critical customer service and service desk KPIs that will help you understand your support strategies and improve customer satisfaction. Investing in an omnichannel customer service software that streamlines conversations from different channels into a single view helps ensure that agents can offer seamless support across channels with ease. Agents will also be empowered to deliver context-rich solutions that can improve customer satisfaction and business performance KPIs. In fact, every 1% increase in first call resolution sees a 1% rise in CSAT score.

Use customer support KPIs to drive the CX

From response times to satisfaction rates and agent performance, these metrics and KPIs provide actionable insights to deliver stellar support experiences. Salesforce Service Cloud can help companies deliver customer service in a fast, smart, and personalized way. This cloud-based service requires no hardware or software, making it highly usable, so you can get your support team up and running in no time and at less cost.

An ideal situation would be to have low costs and high satisfaction rates for all your communication channels; however, this is not always the case. Monitoring this measurement closely can help you paint an accurate picture of your situation and find improvement opportunities to ensure you remain profitable. Customer support software Zendesk allows support agents to effortlessly track, prioritize, and solve customer interactions across multiple channels. Its robust features that enable support teams to deliver quality services include SLA views, custom ticket fields, ticket forms, and an admin interface available in more than 40 languages. Besides, Zendesk supports seamless channel integration allowing teams to connect with customers through mobile, web, email, Twitter, or Facebook.