If you don’t know what your problems are, you can’t work to solve them. That’s why it’s crucial for customer service teams to report on everything from ticket volume to customer satisfaction: there are trends, causal relationships and clues for improvement hidden everywhere in the numbers. The best companies in the world all know this too.
The number one metric we look at is our renewal rate. If we’re not keeping our customers, then we’re not doing our job.
Using the data from the highest and lowest rated tickets, we establish what we want to start, stop and continue doing.
We tag all of our customer issues and sort through them every week for specific areas of confusion. That’s the best way to serve our customers.
If you’d like to find out more about these various journeys towards customer satisfaction, you should check out our Secret Sauce to Customer Support if you haven’t already. For more on how to best utilize the insights that reporting can provide you with, we’ll be exploring the topic in some more detail this month so stay tuned!