Exceptional customer support is key to successful business growth. Just look at the corporations like Apple or Amazon as examples of a customer-oriented approach. Unfortunately, most companies don’t meet the high standards of customer support. But it’s great news for your business as you can still make a name through first-rate customer service. And your company doesn’t need to have a tremendous support team to deliver the best support possible. Following the client-focused metrics will be your way out!
If your business is growing, first your should evaluate strengths and weaknesses of provided support and find out what’s working and where you need to improve.
First of all, figure out how many requests comes from customers in a given period. You can find out:
There is nothing more annoying for clients than waiting on hold on a phone-call for a long time. Treating your customers in that manner, you put yourself at risk to turn a small problem into a huge issue.
In fact, more than half of respondents say that they become angry if they can’t get a response from the real person directly.
Response time (period to reply to complaint)
Response efficiency (how many representatives should be contacted by customer to resolve a problem)
Resolution time (overall time from initial contact to final resolution)
The faster an issue is resolved – the better it’ll be for customer satisfaction. Once your support team exceeds the allowed level for all three “R’s,” they must strive to lower the numbers.
Customer Lifetime Value (CLV) is one of the most significant client focused metrics that must be considered.
It helps you as a business owner to realize the disposable income that will be generated by every new customer throughout their time spent cooperating with your company.
As a result, you will find out how much you should invest in customer retention per client and be able to budget for your customer support in the best way.
As you can see, tracking these metrics is super simple. For businesses with limited resources, keeping track of parameters is fundamental. It allows to deliver extra support to stay close to your customers.