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Great customer service doesn’t just occur by itself. It occurs when you’re listening and taking notes. When you know what needs to change. Otherwise, how can you change for the better?
Merely going through the motions with your help desk software won’t guarantee certain results you may have in mind. You need the right data and the right process in helping you set specific goals. For example, if you’re trying to make customers happier, you might be inclined to improve the time it takes to resolve customer requests. If you’re trying to reduce complaints, you need to understand who’s complaining about what first.
What is the purpose of reporting?
The idea isn’t about being aware of what’s going on in your help desk. It’s about setting and reaching customer service goals. Reports are something that turns lofty ideas into attainable reality.
What’s more, reports help you visualize processes and behaviors that lead to specific outcomes. Yet what you choose to communicate and and how matters quite a bit. For example:
- Frontline agents may want to stay informed (in a private manner, ie email) regarding their own performance relative to the team.
- The team needs to be aware of monthly reports relative to previous periods. Useful for communicating goals for the next quarter. This could be presented in an internal docs site or wiki.
- Management needs to understand key changes in trends. They should be able to set general expectations and establish policies to help reach projections.
In either case, understanding who you must report to and why you’re doing it will help you focus on the right data. Having perspective on all three levels is a must, as is a willingness to improve support operations.
What makes a metric usable?
A while ago, we wrote a popular blog post about treating feedback like a mirror. In it we asked ourselves, “What is feedback supposed to be like?” The words that came to mind were: Descriptive. Specific. Immediate. Genuine. Things that make any type of data reliable and usable.
Similarly, customer service is a precise activity with plenty to measure. There’s call volumes, chat times, resolution rates to decipher. Since it’s much easier to record, measure and analyze quantitative data, we can make calculated decisions that improve productivity as well as the overall customer service experience.
With all this data comes a lot of responsibility. Indeed, deciding on what’s worth keeping (analyzing) and what to dismiss as background noise can be quite a challenge. With this in mind, we came up with a number of customer service metrics you should be keeping an eye on.
1. Customer satisfaction
While you may solve tickets efficiently and on time, you’ve got no idea how well you’re really doing. That’s because one of the more important pieces of information is what customers think of their support experience.
Furthermore, if you can’t place happy customers against those that are unhappy, how do you know where you need to improve?
In Helprace, you can add a simple question at the end of emails that let Go to the full article.
Source:: Business 2 Community