Most top businesses that have highly liked or popular customer support teams set up parameters for measuring the quality and efficiency of their customer service operations.
One of the best ways to accelerate your support and provide an exceptional customer experience is to understand what your customers want and need from your company. This doesn’t mean that you have to necessarily ask them flatly.
Set up KPIs (Key Performance Indicators) to measure your service execution and the success of your business’ customer service strategy. Below mentioned are a list of factors that will help you track and measure the performance of your customer support team.
First turnaround time
Customers remember the first point of communication when contacting the support department of a company. They expect you to respond to their query in a timely manner, and failing to do so can reduce customer satisfaction quite drastically. You can take into consideration the different channels of customer support. For example:
* Phone support should not have long waiting times or queues.
* Email support should be acknowledged and responded to within the first 24-48 hours.
* Live chat support should always be in real-time without any delays in responses.
* Social media posts need to be attended to as quickly as possible, as it would directly affect your business’ reputation.
Query resolution time
Companies that provide quick and precise solutions to customer issues have far higher customer satisfaction ratings than companies that do not offer any meaningful solutions to customer queries at all.
One aspect that all customer service agents must try to maintain is speed. However, it is important to realize that taking more time to provide a meaningful solution is better than delivering a vague answer within one minute.
Time = Money, so to ensure that you make the most of your resources, you need to ensure swift query resolution through your customer support team.
Satisfactory or dis-satisfactory resolution
The first question that you must ask is why did the customer call in the first place? The answer to this question can be simplified to them having a query, a problem or a complaint.
If that customer left your support team executive without a suitable solution, then you can expect many unanswered queries in the future.
No matter how much money and resources you pour into your support team and support operations, it all gets canceled out if you’re not efficiently taking advantage of it. You must monitor whether your customer support agent was able to successfully solve the customer’s issue.
Customer experience survey ratings
One of the most important feedback points is how customers rate the overall customer experience. When measuring this metric, you need to look out for the overall customer satisfaction levels.
Understand the loyalty that a customer has towards your company in order to strengthen your relationship with them. Identify the most powerful experience opportunities for improvement at every interaction point.
Implementing a customer service software enables you to track and monitor individual as well as overall team performances. It comes with various tools such as analytics that measure internal process productivity. So get advanced, and keep your customer support performing at its best.