Businesses today not only aim at providing an exceptional customer support but also measure the impact of their service on customers. But monitoring a number of metrics may do no good to them. They instead need to focus on few critical metrics so as to enhance the quality of their customer support further.
Preferred contact channel:
This is an operational customer service metric that has organizational implications. It effectively tells you about the general preferences of your customers. The nature of your business determines the rate of the preferred channel. So you need to track how your clients contact you and then optimize those channels for an improved service experience.
Average reply time:
Average reply time helps evaluate whether the requests are followed up in a timely manner or not. Nobody likes to wait. In fact, whenever a customer contacts you with an issue he/she wants it resolved as quickly as possible. Additionally, your average reply time can tell you whether you have enough people to manage request volume.
As a matter of fact, the companies that provide rapid and accurate fixes to issues have very high customer satisfaction ratings. Thus customers are highly influenced by a company’s problem resolution time and commitment.
Customer satisfaction applies to all aspects of your business and gives you a deep insight into how your customers perceive your business. Tracking customer satisfaction helps determine whether your customers are happy with their experience with you. Businesses with happy customers flourish and grow – while businesses with unhappy customers tend to crash and burn.
The probability of selling to an existing customer is 60-70%. This is much higher than the 5-20% probability of selling to a new prospect. This clearly suggests that retaining your customers is absolutely crucial, not only for your sales figures but also for your brand image and per customer dollar value. Your services team has a major stake in customer retention. That is why you need to monitor this customer support metric from their perspective.