When your support operation seems to be running smoothly, it’s easy to forget about the information available to you through your customizable customer support software. In order to maintain a healthy client experience, it’s crucial you regularly evaluate reports to understand how your team is performing. These metrics will show you exactly where you need to make improvements. However, with so much information available to you, what should you be looking at? What’s improvements are going to help you create a continuously evolving support experience? Let’s break down which metrics are imperative when generating a data report.
Number of Requests Received
Each report you run should contain how many customer service requests your team is receiving each day. Not only is this metric an easy way to track growth, it will help you understand the workload of your team. Looking at daily service requests also allows you to easily spot trends and prepare for spikes in customer support demand. Knowing this information will help you make changes to your support force and also help with scheduling. In addition to the number of requests, you should also consider the manner in which they’re coming in. Are the majority coming in via phone calls? Maybe it’s time to make changes to your knowledge base or start providing live chat.
Number of Requests Closed Each Day
The productivity of your support team is one of the most important elements in maintaining client satisfaction. Monitoring the number of support requests closed each day can alert you to major problems with your workflow or if a single rep needs additional training. This metric will also shed light on the complexity of the requests coming in. If you’re seeing low numbers, there may be an issue with tickets being routed to the wrong reps. You could also be dealing with a breakdown in your internal communication process.
A fast response time is important for any support team. It’s especially important when SLA agreements are in place. Even if a client’s issue takes some time to resolve, you should be providing responses confirming that your team is addressing the matter. If your visual reporting is showing poor numbers in this area, you need to take action. It may be time to implement automated email to take some of the responsibility off your reps. You may also consider providing your clients with other options like live chat or a self-service portal where they can look for answers before reaching out to your support team.
Let Metrics Lead the Way to Better Support
A data report is the key to refining your support operation and showing you which reps are going the distance and which ones are falling short. Metrics are also great tools when deciding which new features you should add to your customer service arsenal. By taking a hard look at your reports on a regular basis, you can maintain the quality of the client experience you’re providing your B2B partners.
PhaseWare provides customizable customer support software that allows for easy report generation. Contact us today if your B2B organization wants to take customer support to the next level.