Do you have a lot of metrics on hand but find it difficult to take action? begin here.
Like everything else in today’s world, metrics are a hot topic in customer service.
Here are four places to start if you’re having trouble acting on your customer service metrics:
1) Streamline your onboarding process
Great onboarding plays a key role in ensuring that the transition for your customer is as quick and easy as possible. You can use metrics to determine exactly what your onboarding flow needs to accomplish.
2) Boost the quality of your knowledge base articles and saved responses.
Support “trends,” or which issues are showing up more frequently (or less frequently) in your support inbox, is one of the most crucial data sets you can monitor.
3) Adjust the product roadmap.
You should also be gathering qualitative customer data through surveys and ongoing customer development in addition to passively collecting user data.
4) Monitor assistance team performance
We are interested in customer service performance metrics as well as information about what our customers are doing. Naturally, some metrics carry a lot more weight than others.
Your data are available. Use it now. Most of us have mountains of information about our customers. Hopefully, this article has given you some suggestions for what to do with it in a way that will benefit both your clients and your company. Get in touch with Cegura Technologies now!
