If you listen to the podcast, you know there are 2 things I am really passionate about, great customer support and metrics. Not just any metrics, but metrics you can use to make a difference in your business.
So you know I was excited to combine both topics in the same episode.
In this episode, I go over 9 customer support metrics that you should monitor in your business and most of them your help desk software will not provide you out of the box.
03:25 Metrics you should be monitoring in your customer service program
5:53 Your ticket volume
09:05 On first time resolution
09:37 Metrics that tie into this
14:08 Looking at the average time
16:21 Doing surveys
21:02 Churn rate
21:36 Tying together churn rate with the support metrics
24:11 Preferred communication channel
30:04 Getting some ticket deflection to your chatbots
17:23 “In many of these surveys the bad overwhelms the good.”
Thanks for listening and checking out the show notes, any feedback, comments, or questions, send me an email at [email protected]
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