Customer Service KPIs & Metrics See 18 Top Examples

Don’t respond with a generic, cookie-cutter support email—use some personality and personalization. IT managers should track the on-going stream of support tickets and downtime. They should also track the projects and the team that will proactively reduce the number of these tickets in the future as shown in the top-15 IT KPI examples below. You can create your own dashboard, or access out-of-the-box data platforms from agent desk software like Salesforce, Zendesk, Gladly or Freshdesk, among other customer experience management platforms. This is also a key performance indicator for determining overall customer loyalty to your brand, so the implications of good customer retention go beyond repeat purchases.

• KPI stands for key performance indicator, a quantifiable measure of performance over time for a specific objective.
• In our example, we can see that October has brought a higher number of lost customers while December had quite a positive increase.
• Most platforms give businesses a collaborative system with features that include a shared inbox, canned responses and actions, app integrations, and advanced metrics reporting.
• You can calculate this percentage by finding the difference between calls received and handled calls, then dividing that by the number of calls received.
• This metric indicates whether the team is equipped and available to handle the number of tickets.

Freshdesk immediately comes to mind with its granular approach to data and insights. Beyond that, it helps you plan out your workflow, meaning you can easily integrate the insights it generates into your operations. The agent can access all customer information from the console to get the context he/she needs for the interaction. On the side of customers, they can get access to a mobile-friendly knowledge base to get their questions answered.

Support Metrics & KPIs

With the pressure to resolve tickets quicker, agents on digital channels like live chat and social messaging are often carrying on multiple conversations at the same time. You can minimize AHT by decreasing time your customers are waiting and optimizing each back-and-forth support kpis interaction. Using hybrid support models, like human+AI vs. purely human agents can significantly help reduce wasted seconds. You need to understand if you are getting more service requests because your product/service is broken or because you are getting more customers.

In this article, you will find a detailed rundown of the essential customer service KPIs, critical for agents, managers, and leaders in companies that deal with customers on a daily basis. FCCR involves resolving customer’s issues in one interaction, such as in a single chat session, a single phone call, or a single email or social media response. In other words, a customer need not contact you again since the issue was resolved in the first instance. Note that FCCR has a direct correlation to true customer satisfaction and can give your customer support a fresh approach and that much-needed boost, so you need to know how effective you are in this area.

Customer Satisfaction with Service Levels

Set up your ticketing software to not only reflect how many cancellations are happening but why they’re happening, allowing your agent to select common reasons to further break down this KPI. How many calls your team is receiving about each of your individual products. How long it takes the agent to move from starting an interaction with a user to determining the purpose of the interaction. The average length of time the rep spends with users from the moment the rep answers the call until the moment the user hangs up.

Customer support KPIs are a series of measurements which allow a company to track the success of their operations in relation to achieving their goals or objectives. Key Performance Indicators help managers evaluate how their employees are doing, the value they bring to a team and how their work (and the customer experience) can be improved. You’ll want to track and recognize your agents who have the lowest average handle time, highest first contact resolution, solve a large volume of tickets, deliver high CSAT and more. Ensure your agent desk platform allows you to drill down to specific agent performance, including both human and AI-powered virtual agents. With so much data, it can be tempting to measure everything—or at least things that are easiest to measure.