What Support Metrics Should SaaS Companies be Using?
CSAT. NPS. TTFR – So many acronyms, so little time! As a support team manager, you’re already wearing a ton of hats – bet you… Read More »What Support Metrics Should SaaS Companies be Using?
customer support metrics
Customer Experience Metrics That Keep the Pulse on Friction-Free Support
One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. Metrics like time… Read More »Customer Experience Metrics That Keep the Pulse on Friction-Free Support
Measuring Customer Loyalty Shouldn’t Be Difficult
Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give… Read More »Measuring Customer Loyalty Shouldn’t Be Difficult
How to Track Customer Effort for Every Transaction
This is a guest post by our friends over at Nicereply. Viktor Magic will walk you through how to run a customer effort questionnaire and why… Read More »How to Track Customer Effort for Every Transaction
You’re Probably Measuring Customer Satisfaction Incorrectly
How satisfied your customer is can depend on a lot of things: your product, your customer support team, your marketing and advertising, your branding, their… Read More »You’re Probably Measuring Customer Satisfaction Incorrectly
3 Key Live Chat Metrics to Transform Team Performance
Anguish over your metrics failing to meet your performance benchmarks is tough for any support team. It can make you feel like you’re not doing your… Read More »3 Key Live Chat Metrics to Transform Team Performance
Use Your Average Number of Replies to Improve Your Support
Customer support metrics matter. They’re something you should be paying attention to. There is a wealth of information just waiting for you to explore and… Read More »Use Your Average Number of Replies to Improve Your Support
SLAs – More Than a Service Level Agreement?
Service level agreements, or SLAs, are integral to any service-based industry. Most customer support teams have to adhere to SLAs, which are contractual agreements to… Read More »SLAs – More Than a Service Level Agreement?
Customer Support Metrics – The Ultimate Guide
When it comes to customer support, the ability to experiment, tweak and improve your service is a huge part of meeting your customers’ expectations. To… Read More »Customer Support Metrics – The Ultimate Guide
NPS Analysis: What Your Net Promoter Score Isn’t Telling You
You’ve implemented a successful Net Promoter Score survey, with a good response rate and a high NPS score. Congrats! Pop that number on your website,… Read More »NPS Analysis: What Your Net Promoter Score Isn’t Telling You
How SLAs Make Customer Delight a Business Policy
Can you scale delight? This is what most customer service leaders would have you think. They’d have you think that your customer service should be on… Read More »How SLAs Make Customer Delight a Business Policy