Check this great advise from Srushti Shah. Srushti is an ambitious, passionate and out of the box thinking woman having vast exposure in Digital Marketing. She is working as a Digital Marketer and Content writer at Acquire. Her key focus is to serve her clients with the latest innovation in her field leading to fast and effective results. Working beyond expectations and delivering the best possible results is her professional motto.
Measuring customer satisfaction and related indicators have been a part of corporate success since time immemorial. A purported Soviet spy, Harold Ware, talked about it in as far back as the Soviet Union of the 1950s. The Net Promoter Score, which measures how inclined a consumer is to endorse a company to others, was established more recently by Fred Reichheld in this HBR article, pointing out that businesses frequently waste customer data that cannot be linked to profits or outcomes.
Tracking of customer service on an ongoing basis results in lower customer churn, greater loyalty, and a healthier bottom line. They even provide your support personnel with explicit guidance on what needs to happen and how their effectiveness will be evaluated. This can assist them in selecting the appropriate tactics, processes, and support tools to successfully and efficiently resolve the customer’s issue.
What are the most important KPIs for measuring customer service?
It is far more critical than ever before for customer support personnel to understand how they are faring in comparison to the expectations of their consumers. Every customer support team must closely monitor certain KPIs. Here, we will take a look at an assortment of seven such metrics that measure everything from the performance of your customer support employees to the success rate of their interactions.
Digital Business