Assess the speed of your customer support team so you can keep your customers happy.
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Average values are the worst. They’re extremely misleading and, when you analyze your data, they can make you believe that your business is doing fine when it’s not.
Let’s say you’re an Uber driver and you know that a good customer experience is getting picked up within five minutes. You check your average time to pick up a customer, and it’s four minutes. That should mean that you’re perfectly fine, right?
Well, sorry for disappointing you. An average time of four minutes could mean that you pick up 50% of your customers in one minute and 50% of your customers in seven minutes. This means that half of your customers are having a bad experience and you don’t even realize it, based on your average value of 4 minutes!
See why averages are a bad thing for your business? This report applies an average-free approach to customer support data. For each week, you’ll see how many customer support tickets got a response within 30 minutes, an hour, two hours, and so on.
Of course, you can customize the time brackets however you like. By using time brackets rather than average values, you can see at a glance how many customer queries have been answered too late.
How does it benefit your business?
Assessing whether you’re responding to business queries in time or not is the first step to solving any potential problem. For example, as soon as you realize you’re taking too much time to reply, you can hire more customer support reps.
Never underestimate the importance of customer service speed. The expectations of your customers are becoming higher and higher because, in the era of social media, communication is faster than ever. If your customers feel that your support service is too slow, they’ll lose trust in your brand and won’t hesitate to churn.
Luckily, you can stop this if you have the right data on hand.