Average customer support metrics from 1000 companies
That's not the first time we dive into customer service metrics. Almost four years ago I wrote an article about the most important metrics you need to monitor - "4 Metrics to Monitor Customer Happiness". Everything in that article still remains true - the core set of metrics didn't change. Here they are:
- Response time - the time between ticket creation date and the first technician response
- Resolution time - the time between ticket creation and closure dates
- Average number of tickets created per day
- Average number of tickets closed per day
10 Painfully Clear Signs Your Customer Service Sucks (and What You Can Do About It)
A breakup always begs the question: Could I have prevented this separation?
When it comes to businesses and losing valuable customers, the answer is almost always yes.
US companies lose an estimated $84 billion every year due to poor customer service.
Despite the numbers, there are very few business owners or customer support managers who would openly admit their customer service just plain sucks.
9 Customer Support Mistakes Sending Customers to the Competition (and How to Avoid Them!)
Customer support is a battlefield; a place where only the strongest and most attuned brands survive.
One misstep can mean the difference between a loyal customer and one who tells 10+ friends never to give your business the time of the day.
While companies struggle to survive with price wars and product offerings, they often neglect to focus on the one thing that could be the biggest differentiator for their brand:
23 Experts Reveal How to Scale Customer Support (Without Hurting the Customer Experience)
Youth is a painful time. You’re losing and regrowing teeth. Falling off your bike. Starting school. Getting swirlies. Braces. Your first heartbreak.
You endure growing pains.
The early days of business are very similar. Nothing is harder than your first customer. As your company gets its legs underneath it, you treat these early customers as VIPs.
But later, sustaining the culture that helped you grow is hard. You feel the pains of growing the business without sacrificing customer experience. You’ve learned to walk, but can you run?
Fool-Proof Guide: How to Choose the Right Helpdesk Solution for Your Business
As if getting customers weren't hard enough, you also need a solid system in place to help maintain the relationship. Which is why choosing a help desk software to support customer queries and complaints is a decision you can't afford to take lightly.
But how do you choose the right help desk software when every provider claims to be the best, and offers a laundry list of shiny features and benefits to prove it?
