Customer Support KPIs

Customer support is an essential part of any successful business. In order for a business to succeed, their customers need to feel that a product or service adds value to their work or life. Some customers will choose a business to buy from based solely on their customer support reviews. If past customers report having a positive experience with a certain organization, word will spread.

Customer Support KPIs

This makes it absolutely essential to ensure that the customer support department and all of the processes that go along with it are operating smoothly and efficiently. In order to properly monitor the health of customer support processes, businesses can use customer support KPIs.

Depending on whether an organization is a B2B or B2C business, and whether they are selling a product, service, or subscription, KPIs will change. In order to help you determine what KPIs will help you measure the health of your business, we have put together a catalogue of the most important Customer Support KPIs below:

time-to-resolution

Category: Customer Support KPIs

Time to Resolution

OKRs help teams set objectives that can help teams determine what is expected of them and their performance. Everyone on the customer support team-- whether...

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Average replies per ticket.

Category: Customer Support KPIs

Average replies per ticket

OKRs are goal-setting tools that deliver disciplined execution of goals and ideas. As an organization you should definitely need to focus on customers, and customer...

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Account Summary

Category: Customer Support KPIs

Account Summary

Moving on, when it comes to account summary, this usually refers to the way in which a customer service agent deals with a customer. Evidently,...

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Average Customer Satisfaction Score (Average CSAT Score)

Category: Customer Support KPIs

Average Customer Satisfaction Score (Average CSAT Score)

As you were growing your business, you would have come up with strategies that strengthen the relationship between what your business offers and the customers....

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Asset Turnover Ratio

Category: Customer Support KPIs

Asset Turnover Ratio

The asset turnover ratio is a widely used efficiency ratio that analyzes a company’s capability of generating sales. It accomplishes this by comparing the average...

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