In order for you to measure the results of your customer service, a series of metrics will be necessary that will indicate how you are doing things.
In this way, you will know what the satisfaction levels of
customers are, as well as what they are saying about your company, to know what
kind of improvements you can make. Some of these metrics are:
·
Average resolution time.
·
Customer service abandonment rates.
·
Customer Effort Score (CES).
·
Customer retention rate.
·
Customer satisfaction score (CSAT).
·
First reply time.
·
Net Promoter Score (NPS).
·
Resolution rate.
·
Sentiment analysis.
Improve your results thanks to customer service
The advice and tools of online customer service, either from
your own website or from the mail or social networks, will ensure that you are
there at all times for your customers, when they need you and where they need
you. Thanks to these tools you will be able to provide immediate attention
seven days a week, 24 hours a day.
It is very important that your customer service team has the knowledge
and solutions that help customers solve all the doubts and problems they have. This
will be quite beneficial for your business, because you will be increasing
loyalty and loyalty with your customers, as well as conversions.
One of the biggest problems that companies have, whether large
or small, is that they do not have good communication between the team in
charge of customer service, which must seek solutions from those people who are
requesting them. As long as communication is managed in a good way, the
user experience will be greater, since the efficiency, quality and
effectiveness of your online customer service team will be demonstrated.
It is worth reminding you that your website must be 100%
functional 24 hours a day. That is why you must make sure that your
website has a reliable and high quality hosting (or hosting system). This
article on choosing a good web host can help you select the best one
for your business needs.