Analytics For Customer Support

Data can help you improve Customer Support

Let’s talk about making your Customer Support data-driven:

What is a Customer Support Report?

The old adage that ‘the customer is king’ might be banal but it is as true today as it was 100 years ago. Apart from providing great value by offering a product or a service, an important aspect of customer success and satisfaction is post-sale communication and care. A Customer Service report from SageData shows several metrics of the performance of a customer-facing team. One of the most important metrics is the Average Response Time because a quick response to customer requests is essential for great customer satisfaction. The Average Resolution Time is another important metric that shows end-to-end handling of customer requests. Lengthy resolution times may indicate that the customer success team is struggling with the volume and complexity of customer inquiries.

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At SageData you always own your data, we help you make sense of it

Important elements of a Customer Support Report

Customer Support Reports KPIs

Answered Requests % – What amount of all requests have been answered and the work for their resolving has been started
Cost-per-Ticket – The average cost (in terms of salary of the employee) for each ticket that was resolved
Average Response Time: How fast is your response time to the customer tickets
First Call Resolution: Avoid customers calling back for the same issue
Customer Churn: Ensure your customers keep coming back to your business
Top Support Agents: Find out who is your star agent in the team
Number of Issues: Monitor the number and kind of issues over time
Customer Satisfaction: How happy are your customers
Net Promoter Score: How good are your referrals
Customer Effort Score: Get valuable feedback on the customer experience
Customer Retention: Evaluate how many customers are coming back
Net Retention Rate: Calculate how much business growth you generate
Service Level: See if you deliver the services as you committed to
Support Costs vs Revenue: Monitor support expenses in percentage of revenue
Revenue Churn: Track how much revenue was lost from existing customers who left your business
MRR Growth Rate: Monitor your recurring revenue constantly

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START MAKING SMART DECISIONS USING DATA

“Every day that goes by when you do not have accurate data to make decisions, is the day when you use intuition to make decisions”

Analytics For Customer Support