Customer Support is vital to enhancing the overall customer experience.
Too much focus on individual KPIs creates an imbalance, losing sight of the overall customer engagement strategy. Maximising performance in one KPI might mean others are left unattended or even negatively impacted.
A range of KPIs should be used in combination, creating a better customer engagement strategy and enabling sustainable business growth.
For established enterprises and burgeoning SMEs alike, the key to awesome customer support is to bring all these KPIs together, mapping out future customer engagement efforts, rather than simply rehashing past customer experience.
23 KPIs are discussed in the article:
- The top 10 KPIs for ticketing and help desks
- The top 5 KPIs for call-based support centers
- KPIs to consider for live chat support
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