This metric tells you about the efficiency of your customer service team and, potentially, the complexity of issues from your customers. Take a look at the initial message your team sends to each customer.
Make sure it asks thoughtful questions and encourages the customer to explain their problem in detail. Also, ensure your team is well-versed in your products or services so they can respond and resolve issues quickly without having to reach out to other teams for help — thus lengthening the process. This metric is also measured based on a period of time, like daily, weekly, or monthly. You can also compare your ticket resolution rate to your ticket backlog to see how many tickets remain unresolved each day, week, or month.
What constitutes a fast or slow ticket resolution rate will depend on other benchmarks you set for your team: ticket backlog amount, average response time, etc. Calculate ticket resolution rate using this formula:. This metric tells you how quickly and efficiently is your customer service team solving — and closing — tickets. Be sure you have enough representatives to handle all of the tickets you receive. Are there other issues or distractions keeping your representatives from handling their assigned tickets and taking on new ones?
Whether through email, live chat, social media, web form, or phone call, keep track of how your customers reach out to you to ask questions and share grievances.
This information tells you how your customers prefer to communicate with your business and what channels you should focus on and improve. These can help guide your customer service and support analysis. Customer satisfaction measures how your customers feel about the customer service or support they received. Look for positive responses, which mean great customer experiences and a well-functioning customer service team. Negative responses can also help, too, as they tell you how you can improve.
Listen to what your customers are telling you. HubSpot Service Hub includes a Customer Feedback tool so you can truly understand your customers and spot opportunities to make them happier — so they stay with you longer.
Note : Many businesses include certain customer success and customer satisfaction metrics in their customer service and support scoring. All of these metrics are important for building the big picture of how customers interact with and experience your business. Customer service and support are multifaceted and multidisciplinary functions. These teams deal with countless customer issues, questions, and concerns regarding your products or services and their experience working with your business.
For this reason, customer experience doesn't have the same cut and dried metrics as other business functions … but that doesn't mean it's not important to measure. Well-performing customer service departments lead to happy customers, and happy customers are your best marketers.
Originally published Jul 25, PM, updated December 02 Logo - Full Color. Contact Sales. Overview of all products. Marketing Hub Marketing automation software. Service Hub Customer service software. CMS Hub Content management system software. Operations Hub Operations software. App Marketplace Connect your favorite apps to HubSpot. If ticket volume remains high, consider updating your software or hiring more agents. Types of customer support requests is a metric analyzing how frequently customers submit a specific type of ticket.
This may help you identify areas of improvement, such as improving product or service features or adding new resources to your knowledge base. Categories of support request types vary for each organization, but some examples may include:. Self-service usage analyzes how frequently customers use self-service tools to resolve their own issues.
Self-service tools may include instructional videos, social media posts, chatbots or articles on your website that help customers. Use software or extensions to track how often customers use these tools, and consider optimizing those that customers underutilize or those related to topics customers still ask for help to resolve. First response time measures how quickly you send a first response to a customer request.
This excludes automatic replies sent as confirmation of receiving the request. Customers want a reply quickly, so consider these response times as benchmarks to strive for:. Email or online form: Within 24 hours. Live chat: Instant. Phone: Three minutes.
Social media: An hour. The first contact resolution rate evaluates how many requests only required one instance of contact with the customer.
This shows how often the company is able to resolve customer issues on the first call. Having a high first contact resolution rate is also positive because many customers prefer to only speak with one representative and resolve their issues quickly. Overall resolution rate analyzes how often your customer support representatives effectively complete a request. This may relate to how they answered a question or resolve a complaint.
It's important to strive for a high overall resolution rate to foster customer loyalty and build an effective customer service team. Ticket backlog counts the number of customer support requests that are unresolved after a specific time frame. This refers to tickets without a problem resolution, not tickets that need an initial response. A high volume of tickets in the backlog may indicate that you need to hire more customer service representatives to assist with operational inefficiencies or that customers have issues that require a long time to resolve.
Replies per resolution measures the number of times a customer service representative and customer responded to one another before achieving a resolution. A high replies per resolution rate may indicate that there is an issue with resources available to customers or inefficiencies among your staff.
Consider analyzing replies per resolution per day to identify if a certain event coincides with an increase in replies per resolution. The rate of answered calls measures how many calls your customer service team answers compared to how many they receive. A higher rate of answered calls allows you to answer more customer issues. A lower rate may lead to more customers with negative experiences, and customers who cannot speak with a person for support may develop a negative opinion of the organization.
If you have a low rate of answered calls, consider hiring more customer service representatives. Customer churn refers to how many customers stop using your services or products within a specific time period. This may be difficult to measure, but analyzing factors like reduced purchase amounts or declining repeat purchase opportunities and the customer journey may help. However, customer churn is often a beneficial metric for subscription-based purchases.
Customer retention refers to how many customers continue to use your services or products within a specific time period. If your CSAT is low, looking at individual sources might give you an idea of where to focus improvement efforts. First response time , also called first reply time, is the time between when a customer submits a support ticket and when a customer support representative provides an initial response.
If the average is too high, tracking times for individual agents can help you see who might need additional help or training. According to Zendesk , 12 hours is a good first response time for email, two hours or less for social media, and an hour or less for live chat. Companies typically measure this time in business days, so weekends and off-hours will not bring down your average response time.
Average resolution time ART is the average time it takes your team to address a support ticket, from when the ticket is first opened to when it is resolved and closed. Long resolution times mean long wait times for customers, which can impact satisfaction rates and, ultimately, customer retention.
Though resolution time will vary by company, you can use industry benchmarks to see how your average resolution time compares to companies in your industry. Talk to your support team to find out where they are encountering problems and what you might be able to do to speed up the ticket-resolution process. Also look at the average resolution time per agent for the whole team. This will help you see if any particular team members are struggling.
Check average resolution time regularly to watch for changes. A steady increase over time may indicate your support team needs more help or training to deal with new, more complex issues that customers are bringing up. A similar customer support metric you might track is average handle time AHT.
This measures the average time an agent spends on a single call or chat exchange with a customer. Ticket backlog is the number of unresolved tickets in your queue at the end of a given period. For example, if your support team works Monday through Friday, you might look at ticket backlog at the end of the day on Friday to see how many customers will have to wait until Monday for their issue to be resolved.
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