12 help desk metrics to measure support performance

It is an important metric as it is well known that retaining a customer is less expensive than acquiring a new one. By maximizing this customer service KPI, you can reduce costs, or assign them to other channels that will grow your business. The software solution helps assess customer satisfaction through its detailed rating feature that can be enabled on chats, tickets, and even help articles. With the rating system alone, you will be able to get a general idea of your team’s and team members’ performance when it comes to how they handle the customers’ concerns. ProProfs Help Desk also enables you to create feedback forms and surveys to gather more information from your customers regarding the customer support they are getting.

For this to work, however, corresponding analyses and action plans have to be enacted, especially if your organization is trying to curb the effects of the coronavirus pandemic. Freshservice comes with a mobile app, which allows IT personnel to get the job done even if they are offsite. End users are also given the capability to raise issues and request service from their mobile devices. Finally, with its flexible pricing plans, the system attracts users from businesses of any size.

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At the end of the day, we know that the quality of service – whether measured in customer-specific surveys or simple smileys – hits home where it counts. Those companies who keep track of customer satisfaction position themselves to stay ahead. Adding a robust knowledge base for self-serve support can reduce the pressure on your support reps as it empowers users to resolve their own queries.

Gauging business performance isn’t as skin deep as simply viewing the results and then calling it a day. After all, organizations are composed of customer-facing units departments, each with its own sphere of activities that affect the outcomes of operations. And in a lot of cases, taking a granular approach lets you see areas of improvement that you didn’t know existed. You can’t improve your KPIs if your team has no knowledge of what those KPIs even are. Share them with your team and get their buy-in by explaining the “why” behind the KPIs and how it will help them become more skilled agents.

Product

Account for false positives, and remove any data sources that are repeatedly proven to be unreliable. Find industry-standard metric definitions and choose from hundreds of pre-built metrics. This AI can create a detailed strategy with all the steps to take to reach your goals. Businesses of all sizes can leverage Service Cloud to streamline their processes and bring them into one unified platform. Whether you’re a small team or a large enterprise, Salesforce has various plans that offer you flexibility as your team grows. Please reload the page and try again, or you can contact Zendesk for support.

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. Any ticketing system should keep you informed of how many tickets are created during any given period. Keep track of all your “share” buttons through analytics to figure out how often each piece of content is shared, and identify the kinds of content more likely to be shared by your users. Your CRM should help you log the number of incidents each customer has and how many users are yet to contact your team about an incident.

Top 10 Customers by Active Tickets

Most conversation abandonment happens after customers wait too long or become frustrated by poor service. Read our in-depth guide to CSAT score for more tips on improving your CSAT score and CSAT survey response rates. The agents that have excelled at their jobs the most, achieving all the goals you’ve set for them.

The following customer service and support metrics are key performance indicators (KPIs) that help you objectively measure and understand the impact of your customer service and support teams. The most straightforward KPI for customer service teams is tallying the total number of customers submitting support tickets. In addition to tracking the top-line figure, you’ll want to analyze to identify how volume fluctuates based on times of day, day of the week, or based on seasons. Modern customers live busy lives, and they expect almost-instant resolutions to their queries without the hassle of being tethered to a specific device.

Requester wait time

Success metrics provide valuable insights and enable teams to evaluate their performance against set goals. By having a clear set of KPIs, teams can measure customer satisfaction, identify areas for improvement, and optimise their support processes. Our Freshdesk reviews gave this award-winning help desk software high marks on the strength of its ease-of-use and robust features. Among its many standout offerings is its reporting feature to help you monitor helpdesk productivity, customer experience, and agent workload so you can make data-driven decisions to improve your team’s performance. Customer service KPIs are performance metrics businesses can use to evaluate their CX efforts, analyze their support agents’ effectiveness, and develop better relationships with their customers. This guide details the 21 most important customer service KPIs you should track to hit your business goals.

Providing a robust knowledge base or using automated help desk software are great ways to mitigate backlog issues. Your predicted backlog can help you learn from the past and prepare for the future. Resolution time includes the time it takes for an agent to first support kpis respond to the ticket, which is another reason to try to decrease response times. If you’re using customer support software, you can add category tags to your tickets to help you identify certain topics or products that result in more tickets than others.

A more general key performance indicator, this analysis will likely depend on the channel’s efforts and its own KPIs, adding them together to get a final score. To avoid this, you need the three functions (product, engineering, and support) to work in unison, prioritize the same metrics, and regularly check in with each other to ensure they’re on the same page. Monitoring which teams or individuals are falling behind and the expected increase or decrease in ticket volume can help you plan and allocate resources accordingly. Look for a high rate, which means that fewer tickets are being left unresolved. This can mean the number of interactions one single service rep has with a ticket and the number of interactions that happen if a customer is passed around to different representatives before coming to a solution.

• Send a survey asking customers to rate how easy your company made it to resolve their issue.
• For example, if Jim was assigned 100 requests in a month and resolved 60, his resolution rate would be 60%.
• It’s also a great way to set expectations with customers, letting them know when they will hear from a customer rep or proactively flagging any service delays.
• It doesn’t matter the form of communication; it could be via email, live chat, telephone, or in-person—as long as it’s standardized across your support operations (for a fair assessment).
• Or, if you see a sudden spike in new tickets opened, that can alert you to a service delivery issue or other disruption that needs attention.