Services that enhance your Business
How do you define great client service, however? While‘ great’s a particular term, there’s a way you can measure the state of your client service. Enter client service metrics.
Even though study after study proves the power of top- notch client service, most businesses are busy chasing targets in marketing and sales. Since there’s no way to deliver a direct correlation between client service and revenue, client service teams are frequently left to operate on a set-it-and- forget-it basis.
However, if you don’t measure your client service performance at each, how can you rehearse and enhance? Client service measures serve as a guiding light for your team to achieve their maximum potential.
There are two types of client support KPIs: Operational and Organizational.
Operational criteria measure the performance of your guest service representatives. You ’ll find out exactly how many queries they admit, how numerous are resolved, and so on.
Organizational metrics study into the client’s mind. What do they think about your product? How happy are they using it? While the client service team does have a part in impacting these criteria, in essence, here’s where your entire organization can pitch in. After all, no matter which department they work in, superior client experience should be an organization-wide ambition.
- Average Issue Count (Daily/ Weekly/ Monthly)
No matter how good your product quality is, you ’re bound to admit a certain number of complaints from your clients. Calculating the average number of day-to-day, weekly, and yearly cases will help you in a number of ways.
2. First Response Time
First Response Time is the time ( minutes, hours, or days) between when a client first sends a communication and when a support representative provides their first reply. This indicates the amount of time the client has to await before she’s helped.
3. Average Resolution Time
Customer satisfaction depends largely on this metric. Every client wants a flawless and smooth support experience. Average ticket resolution time is the total time that’s taken by the support team for working the issue once it’s looked upon. Effective teams concentrate more on the resolution time, rather than the reply time.
4. Number of Relations per Case
This metric identifies the number of relations the support representatives and the guests have around a single issue before coming to a resolution. Alternatively, you can also measure the First Contact Resolution rate, which keeps track of your support rep’s success rate in deciding the query in the first interaction with the client.
5. Issue Resolution Rate
This is another important client service standard that needs to be covered closely at the operational position. It represents the chance of issues your staff actually resolves from the total queries received.
Again, this requires strong QA at the back- end to ensure that the issues are actually being resolved. A rising resolution rate is a clear indication of the efficiency levels of your staff.
6. Preferred Communication Channel
This is an operational client service metric that has huge organizational implications. It effectively tells you about the general preferences of your clients.
According to research by eConsultancy, US consumers prefer support from the following channels: Phone support (61), email (60), Live Chat (57), online knowledge base (51), “ click-to- call” support automation (34).
But this rate varies according to the nature of your business. So, you need to track how your guests contact you and also optimize those channels for an improved service experience.
You can’t enhance your service standards unless you know where you presently stand. By measuring the right client service criteria, you ’ll get a clear understanding of your existing service ethics and how you compare them with the industry criteria .
Once you have these figures on your dashboard, you can make calculated moves to upgrade each metric and enhance the overall performance and service standards of your company.
