People are what makes your company great. When you show your customers they are valued they are more likely to remain loyal and buy more of your products and services. That’s why it is so important to properly train your agents since they represent the
company every time they take care of your customers. Besides making your customers feel special, companies can also use data from their ticketing software to improve business. Here are four important metrics you can analyze to make your team more efficient and get more happy customers.
1. Customer Satisfaction
A friendly and helpful support staff should also mean that your customers are happy, however this is not always the case. Find out what your customers think about your support and if they are satisfied by conducting a survey. The survey doesn’t have to be long, just a few questions asking for their opinion about your customer support. For instance, you can include a question at the bottom of each email asking customers to rate your support from 1 to 10 or 1 to 5. Based on the average customer ratings from this scale, you will get a deeper understanding about your customers’ satisfaction level. Or you can use a simple thumps up or down button in your emails as a quick and easy way to get feedback. If you would like to gather more insight, you can also include a section where they can write a note or send an email with additional information about their opinion. After you gather all the data you can gain an insightful view of how your customers perceive your company and if they are satisfied with the level of customer support they receive.
2. Ticket Volume
An increase in ticket volume could be a sign that people are experiencing problems or have questions about their purchase. When you analyze your ticket volume, look for trends or patterns. Talk to customers and your support agents to find out exactly why there was such a dramatic ticket volume during that period. For example, did you notice a sudden increase or uptick in tickets when you released a new product? When you investigate it further and talk with your customers you may discover that the instruction manual included with the product was confusing or did not include a step. Your company can update the manual to prevent future issues, which can cause your ticket volume to decrease.
You can also track the total ticket volume every hour to determine the time zones that need more support staff. If you frequently gather your executive team or decision makers together and analyze every aspect of your ticket volume to look for warning signs and investigate trends, you will continually find ways to improve your company’s efficiency.
3. Average Agent Response Time
No one likes waiting, especially customers. Due to social media and other technological advances, customers expect a response their email, tweet, or Facebook post within a couple of hours. You can make you customer’s day just by quickly responding to them. That’s why it is important to use your ticketing software to measure the average response time. There are several ways you can track the response time. One way is to analyze the time it takes a customer support staff person to first respond to a help desk request. Another response time to measure is the percentage of tickets that your help desk replies to in a given time frame. For example, are your agents getting more efficient the longer they’ve been working for your company and solve customer issues faster than when they first started? A third metric to look at is the requester wait time, or the cumulative amount of time tickets remain unsolved as your team works to resolve the person’s issues. And the first resolution time shows the time from when you get new ticket to when it is first resolved. These metrics can help you measure the performance of your customer support team. However, it is important that your team focuses on resolving customer’s issues and answering their questions instead of just trying to close more tickets to increase their metrics.
4. Ticket Trends
Trends in your ticketing software can help you determine why your customers are asking for support. You can determine the trends by adding a keyword or main category to each ticket. For example, You can create different categories for issues regarding specific products, services or technical issues. Are your customers requesting a certain product feature? Or is your data showing a ticket trend of customers needing help navigating your company’s website? Whenever you notice a surge in ticket volume or trends, your team may be able to investigate further and resolve each one.
Using your customer support ticketing software to analyze different metrics can help you increase your company’s efficiency and customer satisfaction levels. If you choose to gather surveys and other feedback from your customers it can also provide insight into how your company can improve. Although these analytical tools are important, you must remember that great customer support isn’t about just numbers; it is about solving your customers’ problems and giving them every incentive to remain a happy customer. Ultimately your customers win when your team uses superior service skills and these metrics over time to make your business even better.
For more information about our customer support help desk software, contact us today. Our friendly staff will be happy to talk with you.