A helpdesk is the first contact point for your customers. Your customers must receive a satisfactory response when they have any issue or query. So you need to monitor the helpdesk metrics regularly to avoid any drawbacks in your customer service.
These metrics are the measurements of your help desk performance. Your customers have little time to spend on your brand. So whenever they have an issue regarding your product or service, you must provide prompt resolution.
This requires your helpdesk teams to be efficient, well-trained, and have the required tools. Else, there may be unresolved tickets, backlogs, etc. It can directly impact your sales and revenue.
Metrics can help evaluate the efficiency and quality of your helpdesk team. So you can constantly optimize for customer satisfaction by improving the metrics. Many opt for IT help desk outsourcing companies because these contact centers offer the perfect customer service with the right metrics.
This article is about how to evaluate help desk metrics to improve your customer service.
- Ticket Volume
- Resolution Time
- First Contact
- Resolution Rate
- Customer Satisfaction Score
- Resolved Tickets
When you tend to improve the performance of any service, the appropriate way is to measure its objectives. It will enable you to know the gap between your goal and your achievement. Consequently, you will try to bridge the gap, and there will be an improvement.
Your customer service objectives are based on the help desk metrics. So you need to measure the metrics precisely. It will remove any confusion and disorder in the system. Below we have listed the help desk metrics that you need to measure to bring improvement in your customer service.
1. Ticket Volume
Monitor the total number of interactions between your team and customers at a specific time. It will exhibit the efficiency of your team. You will know how many queries they can attend to during a specific time.
Here it is equally important to monitor the quality of interaction. You can review if the agent could have solved the issue in a better way or through knowledge-based self-service.
Reviewing this metric, you will also find the peak time of customer interactions. Moreover, you can discover if there is any rush, like closing the ticket without resolving it.
2. Resolution Time
This index refers to the average time your helpdesk team spends on resolving an issue. Modern customers are conscious of both quality and time. If they have to wait longer than expected to get a response, there may be a negative impression of your brand.
There are several reasons behind the increased resolution time. Your team may lack the required tools, or the process they follow may not be well defined. By monitoring this metric, you can define the factors increasing the resolution time.
Thus you can improve in this area, ensuring an increased CSAT score.
3. First Contact
It refers to your first reply to a customer’s request or query similar to an acknowledgment. A quick first response is crucial to winning your customers’ trust. Furthermore, it will add a mortal value to the interaction.
Thus you can provide customers tentative time within which their issues will be resolved. It is a transparent method of customer service that can help you promote trust among users.
4. Resolution Rate
Several factors may cause a decrease in the query resolution rate. Inadequate training, process error, and unproductive staffs are the primary reasons.
The resolution rate is the most vital part of your customer service process. It defines the efficiency of your help desk team. Moreover, your customer satisfaction score depends on this metric, as unresolved issues or delayed solutions make your customers unhappy.
So with proper monitoring of the resolution rate and working on its improvement, you can improve your overall customer service.
5. Customer Satisfaction Score
The Customer Satisfaction Score (CSAT) is a vital metric for overall business success. The most effective way of customer retention is by meeting their expectation.
This metric directly impacts your sales and revenue. So if you see a decline in this index, work on this area with priority to prevent loss.
6. Resolved Tickets
In a healthy help desk team, resolved tickets and open tickets should go in parallel. You can identify your team’s performance by comparing these two metrics. It shows your efficiency in resolving customer queries.
An imbalance between open and solved tickets indicates the need for training, automation, or additional staff. Further, customer expectations these days are high. So you must bring improvement to this essential metric to meet customer demand.
A big number of backlogged tickets signifies that you lack efficiency in resolving customer queries. It emphasizes the need for adding more staff or streamlining the process to meet the demand.
Sometimes a backlog creates due to inferior ticket management. The agents forget to close the ticket after resolving it. In this case, you can opt for automation.
An automated system can be effective in routing queries to locate the best solution for the customer. It also offers headspace and flexibility for busy help desk team.
There are several help desk metrics you can rely on to acquire the most suitable and useful experiences. It includes customer-satisfaction index such as first contact time, average resolution time, customer satisfaction, etc. You can also monitor internal metrics such as ticket volume, agent efficiency, and backlog.
Monitoring these help desk metrics can improve workflow efficiency, enhance customer service and satisfaction, and boost your team’s overall success. So, it’s essential to track and analyze the help desk metrics to improve your customer service.
Frequently Asked Questions
What is the CSAT?
The CSAT is the customer satisfaction score that refers to how satisfied your customers are with a product, service, or help desk interaction. The higher your CSAT score, the greater the customer satisfaction.
What are the Vital Metrics of a Help Desk?
- Ticket volume
- Response time
- Resolution time
- First contact time
- Customer satisfaction