Customer Service Winning KPIs

reports to look out for in your customer
service system for a successful customer
experience hi customer experience
Community this is Dominic welcome to
another video today we're going to look
into reports to look out for in your
customer service system so you have a
successful customer experience for your
customer base let's unpack what this
means I will show you some reports that
I've noticed that are important for the
customers that I've been working with
from the decade of experience of working
as a customer experience consultant and
a Zenith consultant and having completed
over 300 projects I've noticed some of
the companies that are the most
successful do these 10 kpis well if you
do these kpi as well then you will also
be successful so let's just watch what
other successful companies do so we can
maybe get inspired this video is
dedicated to business owners directors
of customer service directors of
customer experience and whoever has the
best interest at heart for your company
to succeed this video is also dedicated
to companies that do good in the world
have good products that benefit people
and give value in people's lives now if
that's you then let's hop in and see
what these successful kpis look like now
I have 10 examples of what I've noticed
successful companies use and this is the
reason why they are successful I'm
applying these metrics into our own
business and I've noticed that if I do
them well then companies come back to do
more business with us hopefully this
will bring you value let's go
first reply time let's first understand
what the first reply time is First reply
time means the time it takes from when a
ticket comes into the customer service
system and until it's being answered by
a human not automated replies from
triggers or other business rules but a
human has to get back so in order for
First Supply time to be successful you
have to do it within two hours if you
are using the email Channel within two
minutes if you are using a telephony
system and within one minute if you're
using a live chat environment if you do
these well then your customers will like
you and will want to do business with
you in the future there's nothing more
frustrating than wanting to get support
and needing help with the service or
with a business and not getting it in a
timely manner customers are starting to
be very demanding because competition is
always doing it better so if you want to
be in the top then you have to do these
well now this is an art in itself having
a good first reply time so you have to
have a very well configured customer
service system now if you can see my
screen I am using xenos for this purpose
and I'm in the explore dashboard of and
I'm looking at first replying Time
medium I have a reply time of 271
minutes which is not great and I need to
do it better but this is where you can
find it in your Zenda support so keep
this below two hours for email keep it
below two minutes if you're using
telephony a phone and keep it below one
minute if you're using live chat now for
social media responses keep it below one
hour ticket resolution time ticket
resolution time means from when a ticket
comes into the customer service system
and until you set it to solve or you
close that customer service request now
this varies from business to business
because not every industry is the same
so if you're delivering pizza is not as
if you are selling insurance so the time
it takes for you to solve a request
might vary because first resolution time
is not a one shoe size fit all depending
on your industry and your experience you
will be able to set the right
expectations for your customers when
they first reach out you get back to
them and you tell them hey I'm on top of
this and usually it takes between two to
four hours two to three days or however
much it takes for you to solve a request
best practice here is to set longer
expectation times and over deliver so
what this means is you set a longer
expectation let's say you can get it
solved within two days you tell the
customer that and then you can solve it
within one day and then you have
overachieved and the customer will be
impressed and they will like it what
customers enjoy the most is when you are
accountable and you put a sense of
urgency to your request so if you over
deliver on your promise customers will
enjoy it and they will do business with
you again even if you were in the wrong
customers are ready to give you the
benefit of the doubt and give you
another chance if you solve their
problem type of request the type of
request that come into the system are
essential for you to understand how your
business is doing you want to have your
tickets categorized based on what your
customers are asking for this way you'll
be able to make smarter business
decisions for example if your customers
are asking for how to solve my password
how do I get an invoice how do I
download the product then you can create
article vehicles in your knowledge base
to answer these questions afterwards you
can apply an AI or an artificial
intelligence to deal with these kinds of
repetitive requests another example of a
type of request if somebody is having
trouble with the delivery maybe in an
area your delivery company or delivery
partner is not doing a very good job so
you might be able to call them up and
say hey you're actually delaying these
orders too long so I need you to step up
and do a better job or another example
your customers are complaining about a
service that you're providing or a
product that you're selling well this
indicates that you have to either fix a
bug or improve the product now this of
course requires accountability and
responsibility and a little bit more
effort but that's why successful
companies are ahead because they take
accountability for these kinds of issues
and they better the products or Services
as you can see in my example of my
shared screen I have here what is
relevant to our business the types of
requests so you can see this pie chart I
have backend Integrations I have guide
customization requests we have a
consultancy request license onboarding
Etc and I can see see how many have come
in in the past month and I can actually
make better decisions based on what has
come into the system One Touch tickets
what are one touch tickets well it's
when an agent solved the ticket within
one touch so if this is a high number
then this is very good news why well
because your customers are asking
questions that your agents are able to
solve within one reply so what this
means is you can create articles in your
knowledge base or you can create
automations to get rid of some of these
One Touch tickets the higher this number
is the better news for you now if you
automate you obviously save agent time
and you save company money so very good
news for you hop on it agent performance
agent performance is key to having a
successful customer service system in
your reports you'll be able to see how
well your agents are doing you can see
how efficient they are how fast they
reply as a first reply time and how fast
they solve the tickets now this is very
good Insight because it can tell you how
well your agents are actually trained so
a very fast indicator of them lacking in
performance and not knowing how to solve
tickets is by essentially looking at
their performance so whoever is lacking
behind can get a training and can get up
to speed and be productive as everyone
else or as I've noticed in large teams
of 100 plus agents some of the agents
are cheeky and they cherry pick tickets
and they only take the ones that are
easy to solve while leaving the ones
that are more complicated to their peers
that is not fair that is not nice and
you can see it in Reports customer
requests coming in Via Channel this
means that how many requests coming to
the system in what channel and your
channels might be email phone chat
social media and now your social media
can be broken down into multiple
channels Facebook Messenger Instagram
Direct message Twitter WhatsApp line Etc
this is a very good indicator for you
where your community is hanging out now
why this is important is because if they
congregate or if they hang out more on
Facebook or they like WhatsApp more then
you should maybe assign more agents to
deal with that channel and why you'd
want to do that is because this is a
strategic decision that will help you
cater to your customers and meet them
where they are customers love that stuff
and they're more likely to do business
with you if you're there where their
friends and family are so do this well
and you will win the hearts of your
customers SLA breaches or service level
agreement breaches service level
Agreements are a commitment from you to
your customer that you will solve their
requests within X time now this varies
from business to business and I don't
know your industry but this is something
which is crucial for you to solve
requests slas prioritize tickets and
they put them up the queue so your
agents see them and answer them in a
timely manner if you set the slas well
and you respect them and you keep your
promises then you will have nothing but
to gain for example your first replying
time will improve your resolution time
will improve and your customer
satisfaction will improve so watch out
for these metrics see if they're being
breached and if they're being breached
create some business rules to make sure
that an agent receives a notification
when an SLA is about to be breached this
way will be able to keep a closer eye
and answer in a timely manner better
customer satisfaction more business
great for you customer satisfaction now
customer satisfaction as you know is the
most important metric that you can
measure within your customer service it
is a direct link to how well your
customers are receiving you your service
or your product now keep in mind every
interaction your customer has with your
brand is a touch point in essence I'm
explaining customer experience and if
you're doing this well then your
customer satisfaction will increase the
advice that I can give here for a best
practice is to ask for customer
satisfaction for any kind of request
don't be afraid to ask for honest
feedback your customers will be honest
with you and will give you direct
indication on how you can better your
service or your product I know this is a
lot of accountability to take on but
I've seen many companies the
unsuccessful ones that are avoiding to
receive customer satisfaction for some
types of requests because oh the
customer is upset well yes they are and
they should because you know they are
the customers they are the ones who are
paying the rent for you for your agents
and everyone's salary for that matter so
even if the customer is wrong let them
be wrong with dignity but still ask for
feedback chatbot performance or flow
Builder overview now why this is
important is because you can see how
well your Bots are doing setting up Bots
is not something set in stone but you
have to make it better day by day you
have to have somebody that looks at
these and sees if they're actually being
helpful or actually being a nuisance to
your customers you want your Bots to be
helpful not necessarily annoy your
customers there's nothing worse than
having an interaction with a bot that
can't help you it's time to embrace
artificial intelligence because it can
help us decrease costs and it can help
us solve the repetitive request not to
worry it won't take over our jobs not
yet what it will take over however is
repetitive tasks that nobody enjoys
doing anyway so make sure that you do
this flow Builder or you make your
chatbots efficient so that they answer
repetitive requests make it very clear
what you can help the customer with like
don't necessarily try to solve
everything with it try to solve whatever
falls into the category of One Touch
tickets for example you can start from
there see what articles you can write
first thing say for example if you can
answer where is my order how do I change
my password and very repetitive types of
requests which nobody wants to do anyway
search queries in your FAQ search
queries in your guides or in your FAQ
system is a direct indication to what
your customers want to find out so if
you don't have articles written for
whatever customers are searching for
then guess what you need to do that's
correct you need to add articles for
those keywords that customers are
looking for you can also tweak your
knowledge base so that these more
important keywords are showing up higher
in their search result you can also show
them in promoted articles or you can
dynamically populate these most popular
articles or Search keywords so that your
customers are able to access them
quicker keep in mind that eighty percent
of customers are looking for the same
thing
alright I hope this was useful for you
this is the video I hope we brought you
value don't forget to subscribe or tell
me what you actually think is important
to look out for in a successful customer
service system this all in all what it
does is it comprises a good customer
experience for your customers so I don't
know I hope these kpis are useful for
you
um I'll see you in the next one bye