Enhance your self-service support with these 6 essential metrics and KPIs. Make your customer support shine!| Geckoboard blog
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 provide service within an agreed time frame.| kayako.com
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, sit back and watch the leads roll in. Right?| kayako.com
Live chat seems like a win-win. Support agents can answer questions rapidly, keep their chat handle time low, and swiftly move on to help the next customer.| kayako.com
How often does your support team respond to the same questions with the same response?| kayako.com
When a potential customer visits your site, they’re already interested in your product. You’ve put lots of effort into testing the best homepage designs, optimized your branding to attract the right kind of customer, and you’re always trying to provide the right, helpful information at the right time. Customers don’t want to feel led down the sales funnel – they want to buy without feeling like they’ve been sold to.| kayako.com
One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing.| kayako.com
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 glean information from.| kayako.com
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How satisfied your customer is can depend on a lot of things: your product, your customer support team, your marketing and advertising, your branding,| Kayako