15 Customer Service KPI Metrics That Propel CX Teams

This shows the percentage of issues actually resolved by your agents from the number of total tickets received. In business, a key performance indicator is a measurable value that determines how effectively a company is achieving its key objectives. KPIs are used at different levels to gauge the success of an organization in hitting its targets. There can be high-level KPIs that cover the overall performance of a company, and there are low-level KPIs that hone in on employees or processes in departments or units such as sales, marketing, and customer support. This article centers on the definition of KPIs, their difference with metrics, and the ideal performance indicators for customer support.

To determine satisfaction levels, organizations will usually send surveys immediately after a customer interacts with an agent. By monitoring this customer service KPI you can ensure you’re resolving customer problems as quickly as possible. Maybe you don’t have a proper system for logging, routing, and closing tickets. At a very basic level, this is the question key performance indicators (KPIs) aim to answer. KPIs are measurements that track your company and departmental performance against specific goals and strategic objectives. At Intercom we strive to have a world class support team who do whatever they can to help our customers and foster customer loyalty.

Help desk metrics: Elevate your customer support with the right insights

Henrik Saetre of AdChina.io adds, “As a SaaS company, our churn rate has a tremendous impact on our bottom line. Although it is interesting to look at the number of cases handled, whether the user was happy with the interaction or not, and such, the most important aspect for us is that the customer stays. This allows the team to exercise more judgment on which cases to spend their energy. As they are empowered to make decisions that are beneficial long-term, we get an even greater benefit from hiring brilliant people. “You may think you’re maintaining a solid first response time and resolution time, but these metrics don’t mean much if your customers still aren’t satisfied enough to stick with your business. Hung Nguyen of Smallpdf adds, “This figure is the percentage of times that each support agent resolves customers’ queries with their first response (that is, of course, within the service level agreement).

You might need to improve the copy of the Macros or add more variables to make it more useful. You can pay attention to brand mentions with a social listening and brand monitoring software. support kpis In this section, we’re sharing the top 13 help desk KPIs that service professionals use. You can easily find the average time on site in your Google Analytics or any other analytics tool.

What are Customer Support KPIs?

You should make sure you keep making data-driven decisions to decide which KPIs you’ll keep track of by measuring customer service agents’ and users’ satisfaction levels. Learning how customer support metrics matter to your business is just half the work done. Better still, you need to start tracking them, understand how they influence your product, engineering, and support strategy, and use them to refine your product regularly. Your help and service desk employees are critical to the success of your support operation, so it’s important to track individual performance and agent utilization. Performance statistics can help you identify which support agents are top performers and illuminate opportunities for additional training.