Assessing the performance of chat and email support services is necessary to determine what is being done well, what could be improved and how much satisfaction the customers derive.
Here are seven key metrics to consider:
First Response Time (FRT):
Definition: The medium response time of a support agent to response it watching a customer’s first question.
Importance: FRT signals the time it takes for a customer to be acknowledged for help or complaint, thus directly affecting the level of satisfaction of a customer.
Benchmark: Target CT well under 1 minute for chat support, and hours at most for email support.
Average Resolution Time (ART):
Definition: Average handling time – the duration of a support agent dealing with a customer’s issue from their first contact with the organization.
Importance: Accurate, reliable, and timely reporting tools help in lack of errors and eradicate opportunities to re-work the errors. These tools have a direct impact on customer service and operational costs.
Benchmark: Aim to have less than 24 hours’ time line for email correspondence and the same session for chat support. This definitely provides greater levels of resolution and reduces the time to respond to customers.
Customer Satisfaction Score (CSAT):
Definition: Measurement of after-sales services according to the feedback of the customers.
Importance: A well-performing CSAT illustrates the performance level of a company’s functional units and shows the extent to which customer needs are met.
Benchmark: Set the target of CSAT score of 90% or above, which can be viewed as a good component of the customer satisfaction.
First Contact Resolution Rate (FCR):
Definition: The percent of customer issues that were resolved during the first contact rather than having the process escalated or being followed up.
Importance: FCR indicates the emergency level,, its swift, effective and appropriate solution in a very short time.
Benchmark: Besides the goal of raising the FCR rate up to 70% or higher, this is also the confirmation of quality support services.
Agent Utilization Rate:
Definition: Support staff members need to metricize an average percentage of their working time that is spent actually helping customers compared to their total available working period.
Importance: Agent utilization rate is used in resource efficiency measurement and thus can be optimistic to attune staff level in accordance with demand.
Benchmark: Strive to reach at 70-80% of agent utilization rate keeping a track that the agents are involved productively 70-80% often.
Abandonment Rate:
Definition: The percentage of customers who dial-up out from their chat or email session before receiving help.
Importance: High abandonment rates indicate both customer anger and operational failures, and the failure to timely offer support to the customers. This leads to the loss of potential customers and the loss of potential revenue.
Benchmark: Attempt to lower cancellation record to less than 5% as much as possible. The aim is to be able to please many customers and provide all the support necessary for them.
Resolution Rate:
Definition: The percentage of the customer problems created during the support process to be eliminated by the service agents in which in most cases it does not matter in how many interactions those problems are being eliminated.
Importance: The resolution rate is the index that shows the extent of strategies you have implemented to solve the customers’ problems and the extent of comprehensibility of the problem.
Benchmark: Your commitment to prompt and qualified resolution of at least 90% of the issues should be at its highest level.
Through frequent measuring and analysing the said business metrics, organizations are able to acquire useful data into how well their chat and email support services are performing plus if they are effective enough to improve them and also for providing good customer experience.
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