8 customer service metrics your team should be monitoring

Today there are many different types of businesses on the Internet. From e-commerce to service companies. Perhaps the first thing that comes to mind in this regard is not customer service. Since many people do not see it as something too important. But the truth is that this is not the case: in 2022 companies are focusing more on the quality of after sales service than on the sale itself, and this is reflected directly on the quality of the overall customer service provided.

Over 90% of online customers make their purchasing decisions based on the quality of the customer service they perceive from a company. This is because people want to connect in a more human way. It should also be noted that resolving doubts and concerns is a fundamental part of customer service. Moreover, providing good support can directly affect how people perceive your company. You can use a WordPress survey plugin to create customer satisfaction surveys which will help you learn how to improve the connection between you and your customers.

Another very important point is that a company can have many good customers. But as long as you offer a faulty or inefficient customer service, these customers may quit using your service and decide to go with a different company. Moreover, the after-sales customer experience is a decisive factor in whether customers want to continue using a platform or product.

Moreover, tracking customer service metrics can also help identify specific areas of improvement. For example, if the average resolution time for a conversation with your customer service agents is more than 10 hours, perhaps some improvements need to be made to reduce this time and achieve a better quality of service. In this article we are going to show you 8 customer service metrics that your team should monitor to improve customer service.

What are customer service metrics?

Customer service metrics are statistics that allow or facilitate the measurement of the performance and quality of service offered to customers by agents. With this data, the company will be able to determine if the service offered is of high quality. As well as understanding if customers are really satisfied with the service provided.

Additionally, these performance indicators also provide information that allows to evaluate the management of the different support channels such as WhatsApp, Telegram, Instagram or Facebook Messenger, and in turn determine opportunities for improvement in the Customer Service strategy.

What are the 8 best customer service metrics available?

There really are many customer service metrics, but in this article we are going to share the 8 best ones you can measure, and what tool you can use for this task.

1) Staff performance

This report shows the average chat handling time for each individual agent and at team level. The handling time is calculated from the moment an agent receives a new chat (it can be a new lead or an existing chat that is reopened with a new customer message), until the moment the agent ends the conversation. Therefore, this report helps us to understand how long, on average, it takes each agent to manage a chat assigned to them, and compare their performance with that of the other agents.

2) Agent online time

This metric shows the time spent online (available) by each agent. It helps to determine if your agents are working the right amount of time.

3) Number of chats closed per agent

This report shows the number of times an agent has closed their chats during a given period of time. This measures the activity of each agent more efficiently, filtering by closed or resolved conversation.

4) Queued chats

This report shows, in real time, how many open chats each agent is handling. This helps to understand if, for example, a specific agent is overloaded with chats and, if necessary, reassign chats to agents who have fewer cases at hand.

5) Unanswered messages

This metric shows, in real time, the list of all open chats whose last message came from a customer, which means they are waiting for a reply from your agent. In this way you can understand if customers have been waiting for a response for a long or short time.

6) Automatic routing

This report, available only for those accounts using automatic chat routing, shows – based on the keywords configured in the automatic routing flow – how the chats that interacted with the automatic routing bot were allocated.

Note: This very important type of metric is only available if you use the Callbell tool.

7) Number of cases managed/re-routed

This metric shows the number of cases handled per agent, over a filterable time period. This graph is only available if automatic chat routing is used in the account and, therefore, if you use Callbell.

8) Average time to reroute, by keyword and by agent

These metrics show the average time that elapses from the time a customer initiated a conversation (first with the bot and then with an agent) until the agent re-routes the chat and returns it to the bot. This report also considers the bot keyword chosen by the customer: this allows you to compare the average handling time between agents based on the type of case handled.

If you are wondering which tool you can use to obtain all these metrics, you can do it with Callbell: an excellent multichannel customer service tool to serve your customers. You can obtain more information about these metrics by clicking here.

What are customer service metrics used for?

Customer service metrics help you measure the efficiency and effectiveness of the service provided to the users. They also help us to identify opportunities for improvement in different aspects of your company.

A good customer service is one that investigates how customers feel about the service provided. They collect accurate information about customers’ tastes, preferences and satisfaction, and moreover, they allow us to understand why people would prefer one service over another. Customer service agents have direct contact with people, so they are an extremely crucial source of information for companies. The metrics they can obtain from customers will help businesses improve, and offer better services.

What tool can help me obtain these metrics?

As we mentioned before, Callbell is an excellent tool to measure the satisfaction of your customers and at the same time the quality of the service provided by your support agents. With this tool you can not only have clear statistics of your company, but you will also be able to connect your different support channels such as WhatsApp, Facebook Messenger, Instagram Direct or Telegram in one place, and manage them based on the number of agents you need.

Additionally, Callbell offers a set of additional sub-tools for sales and support teams. They can help you do a better job and effectively manage all your leads. If you want to know more about Callbell, click here.