Key Performance Indicators (KPIs) for Customer Service:
A Complete Guide with Benchmark Data for the Most Important KPIs in Email, Phone, and Chat Support
Tracking key performance indicators (KPIs) is, well, key to managing the performance of your customer service team. But it can be difficult to know what metrics to track, what your targets should be, and how to use the data to improve your performance.
We’re here to help. In this e-book, you’ll find
- The most important metrics for email, chat and phone customer support
- More than 300 data points from more than 150 different sources
- Private data from customer service agents working in different fields
- Tips on how you can improve your customer service team’s performance on each critical metric
Download this free e-book to find out how your stats compare to other customer service teams and how you can improve your performance.
A little sneak peek into our KPI e-book
Did you know that ideally it should take less than 72 hours from the customer’s first email to when the ticket is marked as resolved? In this e-book, you’ll find concrete tips on how to keep your full resolution time down and customer satisfaction up.
In the world of chat support, quickly means immediately, and immediately means 20 seconds. What is the average wait time on your customer support chat? Learn how you can use data to respond to your customers when they need you and keep them happy in the long run.
How many phone calls are dropped by your customers before connecting with an agent? There are a few different ways to measure the efficiency of your phone support. In this e-book, you’ll find benchmarks for each, along with useful data for customer satisfaction.
Our e-book is filled with concrete tips on how to meet your customer service goals. Whether it’s the ideal CSAT score, average wait time on chat, or your First Call Resolution stats, you’ll find the necessary benchmarks and data in this e-book.