13 Most Important Help Desk KPIs to Track and Measure Help Desk Performance

This information tells you how your customers prefer to communicate with your business and what channels you should focus on and improve. Look for a high rate, which means that fewer tickets are being left unresolved. For example, let’s say you have 50 open customer inquiries and your team resolves an average of 20 inquiries per day. For example, let’s say you received 20 customer inquiries in a day and your team was able to resolve 15 of them on the first contact. Another way to calculate CSAT is to take the sum of all ratings (on a scale from 1-5 or 1-10) and divide it by the total number of responses.

For example, the total number of individual tickets opened over the phone, via email, live chat, or social media. In addition to resolution times, providing consistent resolutions is also an important metric. Think of your customer service operation like McDonald’s where customers get consistent service across the board.

Customer satisfaction scores (CSAT)

It’s important to note that customer satisfaction is different from customer loyalty. Customer satisfaction is focused on the quality of the customer service experience, while customer loyalty takes into account other factors such as product quality, price, and brand image. Additionally, tickets related to specific categories of your products or services kpi for support team can give you insights into areas that need improvement. For example, if you sell software and a large percentage of your tickets are related to installation issues, it could be an indication that your installation process is too complicated. You can improve this by redesigning your onboarding process or providing additional documentation.

And you can speak of high-quality support standards when the FCR is over 75%. It’s usually expressed as the number of messages per day, week, or month. Looking at the message volume instead of the absolute number of tickets closed can give you a better idea of how much work each agent is actually doing. And it usually won’t help you understand the nature of their query without asking for a follow-up and additional information. That’s why it’s important to send your first reply while customers are still on your website.

#9 Customer retention rate

Today, customer service is no longer an auxiliary business function; it actively impacts your businesses bottom line and sets your brand apart from competitors. In fact, almost 52% of customers would be willing to pay a higher price for products or services if they could also expect a higher level of customer service. The average first response time is the amount of time it takes for your customer service team to respond to a customer inquiry.

Instead, you can club this metric with other metrics like resolution SLA or average handle time to understand the capacity of work an agent can handle without compromising on quality or speed. The fix to a poor resolution SLA lies in equipping agents with better training and resources to handle complex customer issues. As a last resort, you can revisit your SLA strategy and ensure the deadlines are achievable. Here’s an analysis of the different types of customer service KPIs in detail and a list of the essential support metrics to track under each category.

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So instead, we’ll recommend that you spot check each agent’s tickets against this rubric. You might also want to measure the number of tickets closed per agent for a certain time period. For example, you could look at the number of tickets each agent is closing per day to spot differences in productivity. You could look at a longer period of time, such as per month, to find which agents are consistently closing more tickets, assuming they each work the same number of hours.

• Measure the number of social media support tickets that you get every day, week, month, and quarter.
• There’s also the Net Promoter ScoreⓇ (NPS), which asks customers to rate you on a scale of one to 10 based on how likely they are to recommend your company to friends or family.
• Addressing customers’ queries in real-time is imperative for you to keep them from leaving you at risk.
• Sales team conversion rates measure the average number of calls it takes to close a sale or deal.

You can provide your customer service team with the necessary tools, training, and empowerment to meet KPIs effectively. Equip them with the skills and knowledge needed to handle customer queries efficiently, resolve issues promptly, and contribute to positive customer experiences. You can directly ask your customers to rate their satisfaction across different communication channels such as live chat to collect real-time customer feedback as a form of survey. Revenue churn measures changes in your store’s incoming revenue from existing customers.

The CSAT, unlike the NPS (Net Promoter Score), should not indicate satisfaction with your company, as a whole, but with specific experience. The other negative example is when a person is being transferred from one customer service department to another. HelpCrunch also provides the ‘failed searches’ report, where you can instantly see the searches people did in your knowledge base but found nothing. It might feel a bit awkward at first, but remember that satisfied customers rarely leave reviews unless you ask them to. That’s why using the number of reviews as a customer KPI will motivate your team to push forward.

According to our customer experience study, 44% of online shoppers think the average response time should be below 5 minutes. For instance, reducing first response time could be mapped to a customer service admin since it involves improving queue management while keeping resolution SLA in check is every agent’s responsibility. While others might be tracking first contact resolution or handle time, if these don’t relate to a team’s support philosophy or goals in a meaningful way, then it’s best not to make them into KPIs.

Unhappy customers, on the other hand, can damage a company’s reputation with a single tweet or review. Limiting the number of KPIs on the board at any given time keeps everyone on track and increases the likelihood of success. The Rockefeller Framework for management suggests having one main priority for each quarter, along with 3-5 “rocks” or KPIs that support the main goal. Any more than that, and your focus is too divided to make any real progress, says Rockefeller.

This metric can give you an idea of ​​how quickly your team is responding to incoming calls—and improve overall efficiency as a result. The average number of calls depends on what service or product you are selling. There is no right or wrong answer to how long you want your call to last. Implementing a writing-box can also be a good way to receive qualitative feedback that helps you know what is working. Monitor this KPI closely for your different support channels to keep it from going up. REVE Chat is an omnichannel customer communication platform that offers AI-powered chatbot, live chat, video chat, co-browsing, etc.

If this score suddenly drops or peaks, you should act fast to see what happened. For example, you may be sending delayed or unhelpful responses after launching a new product, getting a spike in ticket volume, or changing a policy like refunds and returns. Single-reply resolution rate calculates what percentage of your tickets are handled with the first reply.