3 KPIs to Observe and Improve Help Desk Performance

Is there an ideal approach to monitor help desk performance? To survive the consequences of an evolving digital landscape, keeping track of performance is essential. The fierce market competition demands a holistic customer retention strategy. In this article at TechBullion, Angela Scott-Briggs elaborates on the help desk KPIs. Use them to review and revive your customer support initiatives.

Customer Retention Plan

According to Invespcro research, persuading a new customer is five times more expensive than retaining 25 existing ones. So, you can directly impact business growth by increasing the customer retention rate. Almost 90 percent of American companies focus on delivering a great customer experience.

Considering the statistics, start making efforts to gear up your help desk to produce more productive outcomes. The help desk plays a vital role in providing outstanding experiences. You can measure their success by using key performance indicators (KPIs). Use these KPIs to evaluate your help desk performance:

Response Time

Initial customer interaction determines whether you will receive more business from them. The standard measurement is the duration a help desk executive takes to address customer queries. It defines whether the customer will stick with your brand or invest with your competitors instead. So, leave a positive long-term impression to ensure your customers return. The sooner you address customer queries, the better the chance of retention.

Resolution Rate

The rate of resolution computes the percentage of queries addressed by a help desk agent out of the total number of tickets received in a day. The metric helps in calculating the efficiency of each help desk agent. It also helps in maintaining customer loyalty to the brand.

Satisfaction Level

The purpose of tracking customer satisfaction is to ensure your services are effective. The customer satisfaction score measures brand image and market demand. By initiating surveys or seeking frequent feedback, the help desk agents can understand and fix vulnerabilities. So, closely monitor your help desk’s performance and achieve higher customer satisfaction.

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