How can companies effectively measure and track the success of their customer support efforts in 2023 and beyond?
effectively measure
There are several ways that companies can effectively measure and track the success of their customer support efforts:
- Customer satisfaction: One key measure of success is customer satisfaction. You can use surveys or other forms of feedback to measure how satisfied customers are with the support they receive.
- Resolution rate: Another important metric to track is the resolution rate, or the percentage of customer support requests that are successfully resolved. This can help you identify any issues or bottlenecks in your support process and take action to improve.
- Response time: The speed at which you are able to respond to customer inquiries and complaints is also important. Consider tracking the average response time for different channels (e.g., phone, email, social media) to identify opportunities for improvement.
- Customer retention: The success of your customer support efforts can also be measured by the extent to which it helps you retain customers. Consider tracking customer retention rates over time to see if your support efforts are having a positive impact.
- Net promoter score (NPS): The NPS is a measure of customer loyalty, based on the likelihood that a customer would recommend your product or service to others. You can use the NPS to gauge the overall success of your customer support efforts.
- Cost per contact: Tracking the cost per contact (i.e., the amount of money it costs you to handle a customer support request) can help you identify opportunities to improve the efficiency of your support process.
To effectively track and measure the success of your customer support efforts, it’s important to establish clear goals and metrics, and to regularly review and analyze the data you collect. This can help you identify areas for improvement and take action to optimize your customer support process. To learn how you can elevate your customer service standards, click here.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.