13 Most Important Help Desk KPIs to Track and Measure Help Desk Performance

While they offer solutions for customer service, the all-encompassing platform has assistance for other departments like sales, marketing, and development. Just like the net promoter score, the customer effort score is directly linked to satisfaction rates and business growth, kpi for support team hence the need to lower this figure as much as you can. Dig deeper into weeks with high resolution times and identify roadblocks such as a lack of agent training or not enough staff to cover demand. When it comes to the metrics of IT service and support, less really is more!

For instance, you can measure a KPI like service time and match it with the rate of satisfied customers within a given timeframe. This way, you can adjust your workforce’s workflow if the customer satisfaction rate is low. Key performance indicators, or KPIs, allow organizations to quantify the various aspects of operations and establish metrics through which a unit’s performance is measured.

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Let’s say that one of your agents writes 200 messages per day while another agent writes only 10. This could be a sign that one of them deserves a raise and the other probably needs to have a chat with you. Obviously, you should look at these results in the context of other customer service measurements. This metric shows you how many messages and customer inquiries each member of your customer service team is handling. This means that a helpful customer service team can earn a high CSAT score even if customers needed assistance with overcoming some difficulties.

Conversation abandonment rate is a metric to understand how frequently your customers abruptly end interactions with customer support before reaching a clear resolution. In your account, you’ll get visual reports showing your average resolution time in a given time period. Positive customer experience leads to increased customer retention, reduced churn, and positive word-of-mouth referrals.

Correspondence Replied to On Time

No matter what agent they speak with — whether via chat, email or phone – they are providing consistent answers to customers reporting the same issue. A growing retention rate is what every company should aim for, and that’s why it should be amongst the main support metrics to measure. A general positive brand image and high satisfaction score will directly increase your customer retention. As its name suggests, the abandon rate tracks the percentage of clients that leave a call or other form of communication before they can speak to an agent.

• Here, the metric is obtained in a very similar way to the CSAT, as it is a survey of your customer’s explicit opinion.
• Monitoring the performance of your support activities helps you take control and service your customers better, boosting your customer loyalty.
• Any company offering customer service should monitor Key Performance Indicators (KPIs) to stay ahead of the competition.
• Single-reply resolution rate calculates what percentage of your tickets are handled with the first reply.