11 Customer Service & Support Metrics You Must Track

Top 12 support KPIs for better customer service

We set numbers as a necessary bar to ensure quality, but acknowledge the importance of what can’t be measured, knowing that a more accurate, more human measurement of performance relies on both. These measurements can live in harmony – you just have to find the balance and make a call on what you value. These values form the core part of a support rep or engineer’s performance profile, and KPIs form the other part. When it comes to assessing a teammate’s performance, they must be succeeding in both areas. Crucially, though, we understand that while we consider them separately, they are not distinct but complementary – mastery of the soft skills contributes to success in the conventional KPIs. To measure consistency, use AI to analyze how agents respond to different people reaching out with the same query and flag discrepancies.

While it is a marker for efficiency, it can skew metrics as some issues are more complex and require more time to resolve. If a customer service metric doesn’t directly affect progress toward a business goal, then it’s just a metric, not a KPI. For example, a business goal or objective might be to decrease customer churn. A KPI related to this goal could be measuring customer satisfaction following service interactions or the number of issues resolved in the first contact. Customer support metrics are standardized measurements that are used to assess and track the performance, efficiency, and efficacy of a customer support or service team. Once you decide on your response time and resolution time goals, any unresolved tickets that last beyond these benchmarks could be considered backlogged.

Complaints Resolved

There’s no way to improve this metric, but to improve your customer service overall, pay attention to the channels your customers prefer and then optimize those channels. This metric shows you how effective each message or interaction from your customer service team. Considering that 92% of survey respondents say they’d spend more money with companies that ensure they won’t need to repeat information, the number of interactions per ticket is a critical metric. One Oracle study found that a 1% increase in FCR leads to a 1% increase in customer satisfaction. Just like the net promoter score, the customer effort score is directly linked to satisfaction rates and business growth, hence the need to lower this figure as much as you can.

• Converted tickets can be from self-service, or automated, and manual responses.
• Customer support metrics are standardized measurements that are used to assess and track the performance, efficiency, and efficacy of a customer support or service team.
• Effort score surveys ask customers open-ended questions using the format of, “How easy did [organization] make it to solve [issue]?

It is an ensemble of services agreed upon as a standard that your company is committed to maintaining. For instance, you stated to answer 70% of the email requests you receive within 1 business day. Monitoring these customer service metrics is important for you to know if you are performing well in comparison to this predefined goal. It does not really matter which specific metrics you chose, but it is essential to respect these agreements. Not evaluating them might let you out of track and some problems might also go unnoticed, delaying the moment you are aware of them and start fixing what has to be. It is usually measured by dividing the number of customers doing repeated business/purchases by the total number of customers.

Understanding AI: How we taught computers natural language

By disregarding the passives and subtracting the percentage of detractors from promoters, you get your NPS score (expressed as a number, not a percentage). You will then need to categorize respondents according to detractors (scores of 0-6), passives (scores of 7 and 8), and promoters (scores of 9-10). This KPI is handy for those instances where your team needs to investigate further before responding. Working with AI might be a new challenge but it doesn’t need to be intimidating. This post asks a simple set of questions to help you move forward with confidence as you start designing for AI. In developing your own KPI model, we recommend getting feedback and guidance from your more tenured reps and engineers as they are the ones on the front line day in and day out.

Every KPI that you set should tie back to a specific business outcome that can be quantified. So start by taking a look at your business’s goals and work forward from there. This metric is tied to a business’s revenue goals since it helps get insights about revenue potential and planning for the longevity of a business. Keeping tabs on your revenue is vital to ensuring your brand’s growth and continued success. By tracking your revenue backlog, you’ll be able to see if revenue is going to drop before it actually does.

Help desk metrics vs. KPIs

We’ve identified 3 key areas where we think KPIs will have the biggest impact on the success of your customer service team. Kirsty Traill notes that, “One of the biggest mistakes I see is people confusing NPS and CSAT. The exercise measures his team’s performance and consistency, ensuring that every member offers customers top quality and presents an authentic and truly helpful experience. Some of the biggest challenges in improving help desk performance stem from a lack of suitable tools and technology for staff. An ineffective tech stack creates siloed teams with little or no insight into how their actions affect the overall business – and frustrated customers that can’t get the answers they need when they need them. So reviewing how your tech stack integrates with other departments and existing technologies is essential for making strategic decisions around growth and scaling.

This KPI can be used to measure the ability of the support department in answering requests in due time. If your company has a high abandonment rate, it can mean long queue times or complicated support kpis entry processes, which can lead to poor customer satisfaction rates in the long run. To avoid this, you can track this rate on a weekly basis and dig deeper into the weeks where it was higher.

How are customer service KPIs different from customer service metrics?

Companies like AmplifAI leverage AI to spot these patterns and train call center agents to be more like their top-performing counterparts. How efficiently your team operates will have a direct effect on customer satisfaction and likewise, on the overall business value, the customer service team brings to the table. Below, we detail some of the most important help desk metrics that you should track to boost your customer support service for success.

It’s a thankless job requiring patience and thick skin.” Agents often bear the brunt when something goes wrong – whether it’s a missing ingredient in a meal-kit, a lost bag, or lost package. Get a handle on marketing spend, conversion rates and other indicators of marketing success by clearly defining key performance indicators and aligning them with your organization’s strategic goals. From expense and revenue to margin and cash management, finance managers have lots of choices when it comes to tracking financial progress.

Conversation abandonment rate

How familiar your agents are with the products or services your company offers and how your customers interact with them. You can use your ticketing software and CRM to track how often a customer has to call to resolve an issue, and how often a problem is permanently fixed after one interaction. Calculate how much the agents are paid and how much it costs to run the facilities they’re in. Your messaging or phone software will usually track the number of customer interactions handled by your team, breaking it down by agent.

Providing them scripts and customer surveys, and putting a clear process in place are also best practices you should consider if you want to increase your first call resolution rate. Implementing a knowledge base gathering all the customers’ issues and how they got addressed is also a good thing to do in the long run. Even if that requires a little bit of time to write, you will be rewarded with plenty of time saved in the future.

For KPIs to be effective motivators, there needs to be widespread buy-in from the team. Team members have a wealth of knowledge that can be tapped to understand what’s important to customers and what’s achievable. The answer to this lies in finding out what you want for your team and what your team wants from you. This could be increasing ticket deflection, reducing resolution time, and upskilling. Nothing makes customers happier than finding the right solution in the very first customer support interaction. With Gorgias, you can measure your converted tickets and other revenue statistics in a convenient dashboard.

Insights have to be derived from the data, from which plans are formed to augment any identified pain point. It’s best that you check if the software you’re planning to purchase tracks all the KPIs that are relevant to your business, so you wouldn’t have to worry about setting and monitoring them. Some even provide insights to let users focus on improving their operations, not the nitty-gritty. NPS is designed to measure the likelihood of your customers to recommend your brand, product, or service to others. It can be a pop-up form on your website or part of a survey distributed during certain periods. It generally consists of two questions – how likely the customer is to recommend or promote (scored from 0 to 10), and why.

How Generative Fill in Photoshop will Change Everything You Know About Editing

Generative Fill: Adobe Adds Generative AI Capabilities to Photoshop

As previously mentioned, Photoshop generates a new layer, complete with a mask, so your original image remains untouched. If you aren’t satisfied with the results, you can click the generate button, which provides you with three new variations. You can repeat that process as many times as you like to get the results you’re looking for.

This means one can effectively transform an image into something else entirely. I can’t tell you how many times I’ve found the perfect hero image buuuut there isn’t quite enough copy room. Firefly, Generative Fill’s online counterpart, is actually already pretty good at imagination. So we know Adobe has the technology to improve Generative Fill’s creativity. While this feature can be mind-boggling, I find it’s the thing the AI struggles most with. Have you ever found the perfect hero image… iiif it wasn’t for all those people that is.

What Are the Best Adobe Firefly Alternatives?

The problem is when made-up images are passed as photography (i.e. something based on reality). According to Adobe, there is no need to type a command such as ‘Remove person’ as a prompt when using Generative Fill, but in the end, typing that prompt gave us the result we wanted. Note, though, that while Photoshop returned one variation without a person (see below), it also created two variations that still Yakov Livshits included people. Pincel is your new go-to AI photo editing tool,offering smart image manipulation with seamless creativity.Transform your ideas into stunning visuals effortlessly. When it comes to image editing, Photoshop has long been the go-to tool for photo editing professionals and enthusiasts alike. You can turn off the visibility of this newly generated layer and view the original photo underneath.

Its AI tools are impressive, whether you need to make small adjustments to an existing image or do a complete overhaul. Generative Fill allows users to select a portion of an image and fill it with new imagery generated using a text prompt. It’s like Adobe’s Content Aware Fill on steroids, and artists are already finding it transformative for their workflows. Yakov Livshits For the full lowdown, check out our guide to Adobe’s Firefly announcement and the best Photoshop tutorials. Generative Fill has been incorporated into every selection tool in Photoshop, creating a novel “Generative Layer”. This facilitates non-destructive work processes while exploring the boundless potential of this state-of-the-art technology.

Divi Features

However, When you want to use the AI tool, you can get errors like “ChatGPT is at capacity right now” and “too many requests in 1-hour try again later”. Yes, they are really annoying errors, but don’t worry; we know how to fix them. If you are afraid of plagiarism, feel free to use AI plagiarism checkers. Also, you can check other AI chatbots and AI essay writers for better results.

Rather than getting a muddy, odd appearance, the replaced portions of your image are so seamless it’s nearly impossible to tell the difference. Generative Fill introduces a practical and efficient way of manipulating images non-destructively. The tool uses straightforward text prompts, allows users to add, extend, or remove content from their images, producing impressively realistic outcomes within seconds. So right now, if you download and install the Photoshop 2024 beta, there are two types of generative AI you can try out.

Yakov Livshits
Founder of the DevEducation project
A prolific businessman and investor, and the founder of several large companies in Israel, the USA and the UAE, Yakov’s corporation comprises over 2,000 employees all over the world. He graduated from the University of Oxford in the UK and Technion in Israel, before moving on to study complex systems science at NECSI in the USA. Yakov has a Masters in Software Development.

Select an area in your image, then describe what you’d like to add. Before you proceed, ensure you’re connected to the internet, as Generative Fill requires cloud processing. If your answer is “Yes!”, then Generative Fill is the perfect feature for you – designed for these and many more uses. The latest Generative AI feature added to the Programmable Media product, Generative Fill, is here.

Generative Fill can rejuvenate such photographs, restoring them to their original grandeur in seconds. If you’ve ever dreamt of capturing the perfect reflection in a serene water body or designing an out-of-the-box border to make your image stand out, this tool can make those dreams a reality. After successfully applying generative fill and achieving your desired outcome, it’s time to reintroduce the image back into your video editing software. However, you may encounter color space issues at this stage, which can usually be addressed within the editing software itself. Lighting plays a crucial role in making a scene look real, and understanding its intricacies can make a big difference. When filming, it’s important to know how to use different lights, like the main light and diffused light, as well as different light sources, to create an environment that looks authentic.

Extend the canvas

There are a lot of photo/video cameras that have found a role as B-cameras on professional film productions or even A-cameras for amateur and independent productions. We’ve combed through the options and selected our two favorite cameras in this class. What annoys me with AI applied to photography is that the whole point is to hide the manipulation, so as to fool the viewer more comprehensively and easily than ever.

If you’re an enthusiast of creativity and would like to learn more about Adobe Photoshop’s Generative Fill tool, drawing its power from Adobe Firefly’s generative AI. The AI generative fill feature in Adobe Photoshop is a game-changing tool that adds a new dimension to video environments. This innovative solution, driven by artificial intelligence, can be likened to the work of a skilled matte painting artist, reminiscent of Hollywood techniques used to create custom surroundings. Photoshop AI’s generative fill is a remarkable innovation that brings Adobe Firefly’s generative AI capabilities to the creative table. Powered by Firefly, generative fill facilitates rapid and non-destructive alterations to images with a simple text prompt. Users can now swiftly add, remove, or expand elements within photos while maintaining the image’s overall aesthetic.

A UI design case study to redesign an example user interface using logical rules or guidelines

Adobe is committed to developing Firefly with a creator-focused approach and has laid out its AI ethics principles of accountability, responsibility, and transparency. Plans are in place to develop a compensation model for Adobe Stock contributors and steps are being taken to prevent artists’ names from being used in Adobe’s generative AI actions. Hats off to Photoshop and DALL-E for their respective journeys so far.

Some of us still do the original art of photography in addition to digital for the sheer joy of it. So especially if you’re working on photos of a well-known area, don’t expect location accuracy. In addition to replacing or adding foreground objects, Yakov Livshits by using Select Subject and inverting the selection to select the background, we can enter a prompt to redefine the whole context of the scene. If you are not satisfied with the generated image you have created start again and enter new text prompts.

• When you write a text prompt, AI will try to generate a new object or background based on your description.
• The new content is created in a Generative layer, enabling you to exhaust a myriad of creative possibilities and to reverse the effects when you want, without impacting your original image.
• And if you don’t have access to the Photoshop beta, you can play with these features in Adobe Firefly on the web.
• With generative AI, you never really know what you’re going to get.
• The best part about these tools is how easily accessible and user-friendly most of them are.

Leonardo also features an LLM for automatic prompt generation which I thought was a neat feature too. Leonardo is an AI image generator with impressive features and capabilities. Runway’s Gen-2 is an AI art generator that boasts the most capability out of any of the tools I tried. Best known for its popular writing AI, Writsonic also offers an AI image generator that creates high-quality imagery. Affordable user-friendly AI image generator used directly from Discord with basic generative fill functionality.