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https://www.insightsquared.com/blog/customer-service-metrics/
Very insightful and detailed. I have a much smaller list comprising of some basic Customer Support metrics but I have also added their benchmarks for the SaaS industry. Like, how much should the average time to first response actually be and so forth.
https://www.kayako.com/blog/customer-support-metrics/
Mar 03, 2016 · Customer support productivity metrics. Use these metrics to see if any further training is needed to keep your customer support team from repeating the same problems over and over.. Download the free Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support productivity metrics.. In this section:
https://www.helpscout.com/helpu/customer-service-performance-measurement/
Justin Seymour, who leads the support team right here at Help Scout; Davida Fernandez, head of support at Campaign Monitor; How to choose the right customer service metrics. Measurements can easily be taken at the level of the individual ticket and then aggregated to report on overall team performance and individual customer service agents.Author: Mathew Patterson
https://www.zendesk.com/resources/customer-service-metrics-matter/
The how-to's for tracking customer metrics related to customer support can be found in our Customer Service Metrics That Matter guide. You can explore the various metrics that indicate success in your customer service, including resolution effort, first-reply time, next issue avoidance, and many more. Fill out the form below for the full guide ...Author: Brett Grossfeld
https://financesonline.com/10-important-kpis-and-metrics-your-customer-support-team-should-be-using/
Just like sales and marketing, with customer support, you look at the metrics and key performance indicators and, if you’re not reaching goals and targets, make adjustments to your efforts and strategies. We’ll focus on understanding customer service metrics, customer support KPIs, and how to measure customer satisfaction.Author: Nestor Gilbert
https://www.blendo.co/blog/customer-support-metrics-29-kpis/
Apr 14, 2017 · The good news is, that customer support is a function-rich of data that is waiting for you to take advantage of. All it takes is to connect your favorite customer support tools with a database, and then you can easily calculate and keep track of all the customer support metrics that are relevant to you.
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