Track the main KPIs related to your Customer Support Team
Decrease time to respond
Increase customer satisfaction
Have you ever heard of the Golden mean fallacy?
There's a school of thought that says that the truth is somewhere in between of two opposite positions.
That is true sometimes, but false in many instances as well.
Example, if I say the sky is red, and you say the sky is blue. The truth is that the sky is blue, not purple.
When analyzing data, the mean can also be very misleading.
For example, if you're Uber and you say that a good customer experience is to be picked up within 5min.
You may want to look at the average time to pick a customer, let's say it's 4min.
You may conclude that everything's great.
But a 4min average may mean that half of your customers get picked up in 1min, and the other half in 7min,
In this case half of your customers have a bad customer experience.
That's why you want to often look at metrics per segment instead of looking at the average.
In the example of Uber, you may want to look at
- % of rides where the customers is picked up within 4min
- % of rides where the customers is picked up in more than 4min
In the previous example, these metrics would show you that half of your customers have a bad experience.
And now you can fix it.
In the template attached, we apply this logic to customer support.
It lets you calculate the breakdown of "time to respond to a customer request" by time brackets.
You can of course customize the time brackets depending on what your promise is to your customers.
If you want to make sure you offer a great experience to your customers, you want to use this report