You might think that customer service is an art and how can one possibly measure or analyze how a representative handled a customer issue or request? It’s a subjective process, right?
Not entirely. While you can and should gut check how representatives are handling issues via phone by reviewing calls or even listening in to provide personalized coaching for your reps, there are other ways to track and monitor your overall customer experience.
We’ve got some vital statistics for you to monitor to keep your customers happy and avoid that all-to-common scenario when an unhappy customer takes to twitter to disparage your good name. It can also save you thousands of dollars a year.
If you aren’t upping your game in this area, your competitors are. Consider that “62% of organizations have some sort of analytics or reporting system,” according to a report by Deloitte.
What are Your Average Response Times?
- How long do your customers sit in queue before a call is answered? How many minutes? Naturally, the longer a customer waits, the more frustrated they will be. Pay attention to this number and add headcount during peak periods or permanently if your customers are waiting five minutes or more to speak with an agent.
- How quickly do you respond to requests by email or social media? Consider an automated email response or tweet to let the individual know that someone will address their concern and then ensure the task is assigned to an individual. Track the time between your automated response and how quickly a live representative reaches out to them.
How Long Does it Take to Resolve a Query, Issue or Support Ticket?
- Be sure to track how long it takes to resolve an issue after time of origination. Ideally, you respond and resolve issues, queries or support tickets within 48 hours. If your average time to resolve is regularly beyond the 48-hour mark, you’ve got some work to do.
What is Your Customer Repurchase Rate?
Track how many of your customers return to purchase from you more than once. If you have a low rate of return, there may be an issue with your B2B portal or checkout process that your customers find frustrating. Test, test and retest to determine where the roadblocks are and ask a few loyal customers to give feedback after you changes are made. Don’t be afraid to ask a set of customers for advice and feedback on your interface and purchasing process!
How Quickly do You Process Returns?
The easier you make returns the more likely customers are to purchase from you. By using automations and workflows, you can optimize the return process and make a refund possible within days or a week, ideally. Track the time from when the customer requests the return to when you credit the customer and how quickly you’re able to reshelve the item in your warehouse.
If you’d like to learn how Systum can help you track these statistics within the platform, fill out the form below. We’ll tailor a demo for you just on this topic!