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May 11, 2017
Five customer support metrics that matter
Lily Babiy
Lily Babiy
Marketing Specialist

Nowadays companies have more data than ever, so that’s why it is so important to separate the wheat from the chaff and figure out which metrics are the most valuable for your company.

Metrics are the key point: do you need to hire more people, how does your team work in general, is there somebody undervalued or does your customers’ experience great enough? In Plumsail we have five main metrics which help us to make smart decisions.

Total tickets number

Tickets in total is the count of all new support requests that come in for a given timeframe.

This simple but strong metric can give you a full field of view of your support team work. For example, it’s a good point to start building a hiring plan or to understand support trends.

Tickets by assignee

We track how many tickets are operated by each member of our support team — for example, it helps to understand who is overworking. But it’s important to keep in mind that sometimes support engineers are solving some complex issue for one customer, so this metric is the only beginning of a conversation. To be more impartial we have ‘Average solved per day’ metric, so team leader can be sure about workload.


Tickets by category

One of the best ways to organize your tickets is by ticket type. It could help you to save a lot of time as tickets will be mapped straight to person who work on issues of that type. Also, by this metric, it is easier to understand what type of issues are more popular among customers and how can you strengthen support or product in general.


Tracking time to solve an issue

Nobody likes to wait and, especially frustrated customers. So, timing is everything. We track how long it takes from an opening ticket to ticket being close. It helps our team leaders to make sure that support team works quick and efficient. Here you can find how we do that.

Customer satisfaction

It’s one of the most important metrics ever. Only by measuring customers satisfactions, you can understand the quality of work of your support team and make sure that your business is doing will.

After closing a ticket, every customer receives a message like this:


And then we track these metrics in our HelpDesk:


Depending on that, we can observe how our customer service is improving (or not :) )

If your customers are happy, you can stay confident that you have chosen the right direction.

I’m sure that these above can help companies to ask the right questions about their work. Feel free to share a thought on what metrics do you use in customer support and if this article was helpful to you, please do hit the 💚 button below. Thank you!

Note: The post has been originally published at Medium:
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