As a growing e-commerce store, it’s tough to know if your customer service process is working well. Maybe your agents are complaining that they’re too busy and can’t handle more workload.
As a growing e-commerce store, it’s tough to know if your customer service process is working well. Maybe your agents are complaining that they’re too busy and can’t handle more workload. Or perhaps you wonder if you’re overstaffed and can run a bit leaner to boost profits.
By tracking just a few metrics consistently over time, you can turn your customer service team into a dialed customer satisfaction machine. You can ensure you have just the right agent workload and that agents are providing a great visitor experience. Once you have this process dialed in, you can use these metrics to forecast future changes for customer service.
At HelpFlow, we run 24/7 live chat and customer service teams for over 100 stores. We’ve learned what metrics matter most for running effective customer service operations. In this post, you will get tactical insights you can use to level up your customer service operation.
Let’s get into it….
The most important part of customer service is making sure to provide a good experience for customers. Not only is this the right thing to do, but it will grow the value of your customer base over time.
You can quantify a great customer experience using just a few metrics:
These are the metrics to track the customers’ experience working with your agents. Next, we will look at measuring agent workload and performance.
The customer experience metrics above directly impact customer experience. But to provide a great customer experience, you need to ensure your agents are working effectively and performing well.
By tracking efficiency metrics along with the customers’ view of how a ticket was handled, you can find the right balance between efficiency and customer satisfaction.
Once you are tracking the customer and agent metrics above, it’s important to monitor these over time. This will help you identify trends of when metrics are going in the wrong direction so you can take action.
We’ve run a lot of different customer service teams, and the below cadence seems to work best:
By having a simple but on-going reporting cadence, you can ensure you have a firm understanding of how customers are being taken care of and improve that over time.
At HelpFlow, we provide 24/7 live chat and customer service teams to over 100 e-commerce stores. Below are additional resources you can use to improve your customer service operation.
If you want to dig in to your own CS operation, book a Strategy Call with our team. Even if we don’t work together, you’ll get a lot of insights you can apply from the audit since we’ve worked with so many stores.
HelpFlow can drive sales by having our team of human agents available on live chat 24/7 to predict and save abandons before they happen, proactively reach out and engage with visitors via SMS and email after they abandon, and by answering visitor questions live on your website to convert visitors.
Learn MoreHelpFlow can drive sales by having our team of human agents available on live chat 24/7 to predict and save abandons before they happen, proactively reach out and engage with visitors via SMS and email after they abandon, and by answering visitor questions live on your website to convert visitors.
Learn More