Customer Support Task Performance Measure
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A Customer Support Task Performance Measure is an organizational performance measure for a customer support task.
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- Example(s):
- Counter-Example(s):
- See: Customer Support System.
References
2017
- https://www.blendo.co/blog/customer-support-metrics-29-kpis/
- QUOTE: Customer support is an important function of your company, and although in the past was considered more of a hassle that was keeping profits down, now people have started to realize that support is part of the product and the overall experience that a customer has.
In this context, customer support can contribute to the following, if it is run successfully,
- Customer retention. By solving the problems that your customers have, you offer them a good reason to keep using your product.
- Customer acquisition. Good customer support during the onboarding process of a new customer increases the chances of converting her into a paying customer. Additionally, happy customers are more likely to become evangelists of your product.
- Product development. This is more apparent to startup founders, but it remains valid even when a company scales up. Customer support is a great channel for validating your product and a great source of information for your product roadmap.
- QUOTE: Customer support is an important function of your company, and although in the past was considered more of a hassle that was keeping profits down, now people have started to realize that support is part of the product and the overall experience that a customer has.
2017
- https://www.blendo.co/blog/customer-support-metrics-29-kpis/ CUSTOMER SUPPORT METRICS CATEGORIES
- QUOTE: … No matter if you just start having your first customers or you are a multinational company, the categories of customer support metrics that are relevant, are always the same. What change is the scale of the data and how deep you should go into it to actually get your insights?
These important categories are the following:
- Customer Experience. You should be able to understand what experience your customers perceive when they interact with your company through customer support. This is usually represented by a number of customer support metrics around Response Time.
- Customer Satisfaction. How satisfied are you customers from the support their getting? Sounds important, right?
- Workload. Your support agents are your hero but you need to take good care of them, at the end customer support is based on human interaction, and if one of the two participants is burned out, many bad things can happen. Additionally, as you scale up your business, your support should also scale and do this efficiently, these metrics will help you plan effectively.
- QUOTE: … No matter if you just start having your first customers or you are a multinational company, the categories of customer support metrics that are relevant, are always the same. What change is the scale of the data and how deep you should go into it to actually get your insights?