What comes to your mind when great customer support is being talked about?
More often than not, it’s about the ability to have empathy, patience, and positivity. But, there is something that is equally important if not anymore: and that is the metrics.
Support is ultimately about people, and metrics help us measure performance and inform us about the scope of improvements. In order to boost the customer support strategy that you currently have in place, you will have to take an approach that helps you track the essential basics.
Balance your ticket volume
It is not always weird to feel good about the amount of support tickets you might be receiving. It implies that your support network is accessible to your target audience and that they are invested in getting in touch with you.
There will be certain support tickets that will be about your product falling short, and as a business, you should aim to minimize such support tickets.
Reducing the number of support tickets coming your way is a herculean task for any and all businesses. But, albeit, a necessary one.
The more time your organization is spending time solving the issues at hand, the less time your business will have improving the resources to make your brand better.
Customer experience rating
The ratings that your customers are attributing to your support team will help you derive conclusions regarding the effectiveness of your support team.
Your customers will be very vocal if they don’t like a particular service. Hence, it is important that you listen to their complaints and at the same time, strive for a customer rating that’s better than what you’ve received before.
Treat every negative conversation as a learning opportunity, and use the lesson learned to win the customer back.
Insight from traffic generated through knowledge base
To get insight from the traffic generated through your knowledge base, you will have to incorporate joint work with your marketing team. Here are some webpage metrics that will allow you to measure the effectiveness of your resources.
* Understand the bounce rate
What is bounce rate, really?
Bounce rate is simply, when someone visits your website, and leaves without interacting or spending much time on it.
It goes to tell you that the people visiting your website are not finding it useful enough to spend time on it. At the same time, if individuals are spending exceptionally long times on your page, then this could imply that they are finding the documentation very difficult to understand.
* Understanding response lengths and sentiment analysis
This is a more advanced way of analyzing your inquiries and the responses that you are getting on your webpage. But, worry not, this can be accomplished without complex technical methods.
You can also go a step further and sample your support transcripts. Using the transcripts, you can improve your processes and get better insight into your data.
The above points will help you better analyze your data insights and get you to improve your current customer care systems. These data insights can also be incorporated into your ticketing system for better servicing after a sale is complete.