Readdress your Customer Service KPIs

Readdress your Customer Service KPIs

Whether or not you realize this, the relevance of customer service teams has greatly improved in recent times. Primarily due to the fact that companies aren’t only trying to resolve customer queries, but are actually working on building customer loyalty by personalizing customer experience and interaction. As we’re trying to adapt to a new normal, major firms have revolutionized the way customer services worked. Companies are looking to revamping their operational and channel strategies. They’re using different approaches to build better customer relationship management (CRM) to enhance their services and become more transparent.

Now, as customer demands are increasing and new service channels are being introduced, companies should review the KPIs systems they use to analyze the service team performance.

What you need to do is to redefine ‘success’ and align it with your company’s recently developed expectations and priorities. Conventional success metrics, including customer satisfaction (CSAT), net promoter score (NPS), and average handling time (AHT) might have been relevant over the years, but today we have other KPIs that can help you formulate better CRM strategies; they are:

  1. Customer Effort Score (CES)

Typically defined as the effort put in by customers to get their issues resolved, CES is correlated with customer loyalty. Reduce the CES and you can encourage more people to approach you. This can be done by designing simpler processes and licensing service teams to guide customers on other presumable issues rather than just resolving the present ones.

  1. Channel Performance and Split

Experts globally are focusing on being available on their customers’ preferred channels, such as social media and WhatsApp. The increase in the number of channels has created the need to assess each one’s performance in terms of resolution time and customer feedback. This can help you enhance customer loyalty by bridging gaps and optimising resource allocation.

  1. Customer Retention Rate (CRR) or Attrition Rate

The CRR is affected by how satisfied an interaction with the company leaves the customer. To simplify, a good interaction may not directly increase loyalty, but a bad interaction will definitely end up with customer attrition.

  1. Agent Satisfaction

When it comes to the service team agents’ satisfaction, many companies seem oblivious. Providing the team with the right technology and support can empower the agents, immediately improving their productivity.

  1. Cost per Interaction

Interaction with customers doesn’t happen for free, companies have costs to bear, with phones being the most expensive. Understanding these costs can help you design better user experience strategies. So, you might want to promote cheaper digital channels like WhatsApp and train your team accordingly.

How can Teckmovers Help?

Teckmovers has been providing customer engagement solutions for a substantial period of time. We can help you improve customer service KPIs by:

  1. Reducing CES by employing self-service channels like bots and communities
  2. Keeping in check the performance of different service channels with smart analysis techniques
  3. Empowering service team to increase CRR and loyalty
  4. Automating employee engagement and productivity using AI-driven insights and tools
  5. Promoting a positive service experience, and using low-cost service channels



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