for Customer Support Teams

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 a great value by offering a product or a service, an important aspect of customer success and satisfaction is the post-sale communication and care. A Customer Service report from SageData shows several metrics of performance of a customer facing team. One of the most important metrics is the Average Response Time, because quick response to customer requests is essential for great customer satisfaction. The Average Resolution Time is another important metrics 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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Important elements of a Customer Support Report

Resolved Requests % – percentage of all customer requests have been resolved successfully
Customer Support Team Performance Scatterplot – performance metrics for the CS team, based on several factors: number of tickets undertaken, success rate and customer evaluation
Response time by weekday – the speed of response to CS issues by the Customer Support team, broken down by weekday
Requests by country – groups the tickets (requests) by what country they came from

Other KPIs often found in a Customer Support Reports

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

Support Cost of Total Cost – shows what percent of all cost of the company is the customer support cost

Request % of Total Customers – the percentage of all customers that have filed a ticket/request

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