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Customer Service Dashboard Purpose: monitor team performance and optimize customer experience.
Who is a Customer Service Dashboard for? Customer Service team leader.
Why is a Customer Service Dashboard useful? Often, customer success teams are the main customer touchpoint via a call center or ticket based system, This makes monitoring performance critical to understanding workload volume, level of customer satisfaction or the most common issues your customers are experiencing. As the team leader, you want access to key customer care metrics in order to ensure your team is focused on solving real issues. This includes being able to react promptly to any sudden changes that may occur, which could impact your team’s performance.
This team dashboard is an initial step on your journey to building strategic insight around these core metrics. However, each customer service team is different, so you might want to revisit it and adapt it to your own needs. The right metrics to track differ depending on your team and business structure. Find yours.
What Customer Service metrics does it contain? Your customer support team’s primary role is to enable customers to use your product or service easily and independently. This means their success is a function of customer happiness and team efficiency. This is precisely what this dashboard focuses on.
As the team leader, you’ll want an overview of your team’s daily and past performance–this dashboard uses a rolling 28-day period. This will give your a micro and macro view of the team’s workload and alert you to early signs of customer unhappiness so you can adjust your strategy.
On a rolling 28-day period you’ll want to ensure you attend to your customers’ needs quickly, but also efficient in solving their issues. You can easily monitor this by tracking first response time and full resolution time to monitor how the team is handling the case submissions. Another great indicator is the relationship between tickets submitted and tickets solved. For example:
Scenario 1: Have you noticed a spike in tickets submitted during weekends?
Action 1: Assign on call agents for these periods.
Action 2: If you only offer support during business days, you may think about automating some communication so that your customers can still get simple questions answered. You could build a chatbot, which will be able to deal with simple issues, or you could create a survey-like menu with links to your help center so that customers can self-serve.
You’ll also want to monitor Customer Satisfaction (CSAT) and First Contact Resolution Rate (FCR). CSAT will give you a high-level view of how well you are serving your customers. FCR will give you an indication of how successful you are at building a painless customer experience. Ultimately, it’s safe to assume that customers who had their problems resolved in one touch are pretty satisfied. Think about it as a win-win situation. In the future, you may think about automating these one-touch interactions.
On a daily basis, your focus is mainly on motivating your team and helping them prioritize workload. Having an overview of the volume of tickets submitted and their status, as well as your top performers, will help you regroup and concentrate on the issues that you need to tackle first to ease your team’s overload. For example:
Scenario 2: Is the volume of tickets submitted unusually high and most of your tickets are on hold?
Action: Usually, tickets are on hold when there is a bug or a more complex issue that requires your tech team to look into it. You might think about sending a note out to your customers letting them know they may experience issues. Not only will you maintain a healthy backlog level, but you will also spare your customers a lot of frustration and time–and they will appreciate this gesture.