Metrics that configure your customer service model from SaaS
These are five of the best metrics to transmit the value that your support team is added to the ecosystem of your company:
Also read: saas customer support best practices
Also read: saas marketing team structure
Volume / Conversation Volume By Representative
Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
First response time
Cost per conversation
The best part of the metrics and the data is the story you can use to tell it.
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Volume / Conversation Volume By Representative
What is it?
The volume of conversation (sometimes called "tickets") is the number of conversations you are receiving or your representatives respond regularly. This could be an average, or a total for the amount during the past year, month, week or day. You can also determine how many conversations each of your representatives responds.
Also read: saas customer support best practices
What can you tell you?
You can find out:
How many conversations do they arrive every month? Weekly?
When will you need to hire someone else?
Do you receive an increase in volume when a web seminar is issued?
Once you calculate the volume and volume conversations per representative, you will have answers to all these questions.
Also read: saas customer support best practices
Have another period to compare data to help you contextualize any change up or down. Sure, it's great to know that he has had 2000 conversations in a month, but would not it be better to know the difference up or down last month or last year?
Once you have data for the team as a whole, get more granular with it. See the number of conversations that each of your representatives is handling. The average number of conversations covered by each person can tell you when it may be necessary to think about the hiring of more people. Looking at the individual performance of your team members can also help.
Also read: saas customer support best practices
Is someone constantly working at a lower level than all others? Maybe it's because they're slower to respond, or they could be fighting with something. If someone is always in the high range of conversations, they may be approaching exhaustion, so it is possible that it has to spend more time making sure they take the breaks they need.
Also read: saas marketing team structure
Who else will find it interesting?
Other customer-oriented teams will find this interesting metric. The marketing team can use it to determine the occupied periods, or to see if some outgoing content has caused a peak in traffic. The product team can use the volume of conversation to determine the success (or struggles) or a recent release version or A / B. The executive team can use this metric to see how effectively it is the growth of its base team the client's. You can see if you need to budget more money for your department, or if you are good as you.
Customer satisfaction (CSAT)
What is it?
All have received one of those "How would this interaction rate?" emails. The answers to each of those requests are warned in a score: your customer or cSAT satisfaction per short.
Also read: saas marketing team structure
SaaS-Support-Support-Model-csat
What will tell you?
CSAT allows you to see how customers feel specifically about their support interactions, and can take a pulse from how your team's responses are received.
Along with a broad overview of the effectiveness of your team, CSAT allows you to measure individual taxpayers on your computer. If you notice that the Usually High CSAT of someone has fallen over the course of a week, it can be worth talking to them about what has changed.
In addition to the immediate use of CSAT to determine how effective your support team is, you can see the ongoing impact that your team has on a client. If you have tools instead, you can track the responses of a specific client each time they communicate with your computer.
Also read: saas marketing team structure
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