Managing a business requires you to focus on many tasks at once, and taking care of customer service is definitely one of the most important ones. However, not all managers consider measuring their results is a convenient choice.
Customer success cannot be measured only by how many people buy from your business. There are many factors to keep in mind, and some strategies, for example, incorporating a Shopify chat plugin, could completely change your situation.
With a messenger plugin for a website, you might have much more information than you originally thought you could, and that’s essential to monitor customer service metrics.
Read on, and find out why measuring metrics is important, and what you should do to get started and use a chat plugin for a website.
Why You Should Monitor Your Customer Service
Monitoring your customer satisfaction is one of the main things you should keep in mind if you want to make your business grow. Intelligent managers always consider their clients’ feedback and how their workers treat them. Thus, you should always keep it on the top of your to-do list.
If you don’t understand why you should consider customer service quality to improve your business, take a look at the following aspects:
Know What Areas You Need to Improve
When you monitor customer service, you can easily identify the areas of your business that need improvement. For instance, if you don’t gather data about your clients through live chat apps or online surveys, you can’t determine what you have to change to thrive.
In some cases, you might notice you’re actually doing better than you thought. If that occurs, congratulations! Even so, there are always details you could change to guarantee your business keeps growing.
Customer service example metrics include important data that tells you if your clients are satisfied or not. Numbers don’t lie, so it’s easy to tell what aspect of your business needs improvement when you start measuring these factors.
Although it sounds like a challenging process at first, you should keep in mind that it can help you improve many aspects of your business that you didn’t even know needed to change. Thus, seeing the results might surprise you at first, but once you start implementing new actions, you may be glad you started this process.
Be Proactive in Retaining Satisfied Customers
Being a successful business manager includes completing several tasks, for example, finding a convenient chat app to incorporate into your website. With useful widgets and customer service options, you can ensure that new clients start forming a strong bond with your brand.
Nonetheless, attracting new public is not the only essential aspect when you’re running a business. While it is very important, retaining satisfied customers is equally crucial since it allows you to guarantee that they keep coming back when they need your products or services.
On many occasions, business managers are skillful when it comes to attracting new customers, but they don’t know how to retain them. Measuring customer satisfaction helps you make sure you’re proactive in terms of maintaining your relationship with your clients since you’re constantly monitoring how they feel about your brand, and whether they like it or not.
Nurture the Efforts that Contribute to Your Success
Generally speaking, customer success metrics include numbers that describe the satisfaction levels of your clients. Some people believe the numbers are not very important, but they can actually contribute to your short and long-term success.
When you incorporate a WordPress chat plugin like Chaty, for example, your clients can easily have access to customer service responses in a quick and easy way. Thus, you can monitor the interactions between your workers and website visitors and determine if things are working out or not.
Although having a chat button might seem like something unimportant, it’s a great way to include new tools into your customer service monitoring strategies. You have to gather as much information as you can before drawing any conclusions, so adding plugins or widgets might make everything easier.
Satisfied customers are the best example of a thriving business, and if you want to improve, you should guarantee that you aim your strategies towards that goal. Luckily, measuring all metrics about client satisfaction helps you with that!
Monitor These Customer Service Metrics
Measuring customer service metrics for the first time is often challenging, especially if you don’t have any prior experience whatsoever. Many concepts could be hard to grasp, and you probably want to reduce the chances of making the wrong choice or interpreting the results in an incorrect way.
Therefore, the first aspect you should keep in mind is to know more about what you’re doing. If you’re not prepared, you can’t develop the specific strategies you need to make your business thrive.
Secondly, understanding why each customer service metric is important is definitely a must. Managers who don’t comprehend what they’re doing often have poor results, so you should choose specific metrics to measure and analyze the outcomes you get.
The following list includes several customer service metrics you should monitor if you want your business to succeed, so read until the end and don’t miss anything.
1. Net Promoter Score
One of the most famous ways to measure customer service effectiveness and client satisfaction is to consider Net Promoter Score (also known as NPS).
Net Promoter Score or NPS is often used in customer experience programs, and when you measure it, the goal is to determine if your clients would recommend the brand to someone they know.
The survey to measure Net Promoter Score often includes a single question, and it’s formulated in a very easy and straightforward way so that all your visitors can understand it and answer if they want. You can ask them ‘how likely are you to recommend the brand to a friend?’ and they can respond by choosing a number on a scale of zero to 10.
Once your customers respond to your survey, you can divide them into different categories. People who score nine or 10 would be ‘promoters,’ the ones who score seven or eight are passive, and all who score from zero to six are ‘detractors.’
2. Average Response Time
Customers are happy when you quickly respond to them and help them respond to their issues. If you or your workers do not get back to your clients on time, they might feel frustrated and simply leave the site or go find someone else to assist them with their needs.
Thus, measuring the average response time is one of the essential aspects you should consider when determining customer satisfaction. Fortunately, monitoring this is a very straightforward process because you only have one goal: to reduce the time your clients wait for someone to respond to them.
All you need to do is to calculate the average response time when it comes to your interactions with your clients and make the necessary adjustments to answer more quickly.
Clients can be much more satisfied if you give them fast solutions to their problems, even if your average response time is already good. Therefore, there’s always room for improvement in this case.
3. Resolution Time
Clearly, the first response you give to your customers is important, especially when you have a free chat on the website. However, the amount of time you take to solve their issues is also essential, so that’s another factor you should measure to determine their satisfaction.
Each customer has a unique background and life experience, so they might have different problems they need help with, or their needs may change, even if they share some aspects with other website visitors.
Consequently, resolution time might vary depending on the problem you’re trying to solve. Even so, you should try to make sure that it’s as shortest as possible. Generally speaking, you can apply the same previously mentioned principle – measure the average resolution time and try to incorporate strategies to reduce it.
Some businesses quickly respond to customers the first time they interact with them, but they don’t provide fast solutions for their problems. Therefore, the person may leave the site and find someone else who can help them. You probably don’t want that, so make sure the resolution time of your brand aligns with the goals you have for your business.
4. Customer Churn
The term customer churn sounds complicated at first. It’s also known as client attrition, and it basically refers to each time one of your clients stops using your products or services.
Even though there are different example metrics you might want to keep in mind when measuring customer satisfaction, customer churn is definitely one of the hardest ones to determine.
Calculating average response and resolution time is easy because the process is very straightforward, and you only need to try to reduce that. However, to know your client attrition, you have to consider different factors, for example, reduced purchase amounts and declining repeat purchases.
If you find a client that did not want to buy anything in recent visits and also scored low on other surveys, that might be a good indicator that they’re churning. It’s a challenging factor to calculate, but as you can see, it’s immensely beneficial to determine if your clients are satisfied with your products and services or not.
5. Cart Abandonment
Measuring cart abandonment is another key strategy you should keep in mind to make your business grow since it tells you all about how many customers want to buy things from you but don’t end the purchasing process.
Cart abandonment metrics are essential too because they allow you to determine if there’s something wrong with the checkout process. Ask yourself what may be happening to lead your clients to abandon their carts before buying and make the necessary changes to improve that.
6. Customer Effort Score
The general idea is that customers prefer brands that are easy to deal with. As a client, you probably don’t want to waste much time solving an issue. Instead, you want the employees to promptly respond to your questions, and quickly help you manage your problem.
Since customers want to deal with everything as fast as they can, a customer effort score is essential since it tells you how much effort they have to put in to deal with your brand. Consequently, you should try to make sure these numbers are on the low side.
7. Customer Satisfaction Score (CSAT)
There are different metrics to determine if your clients are satisfied with your business or not, but the customer satisfaction score is definitely the most straightforward way to do it.
To measure the customer satisfaction score, all you need to do is to send your clients a survey immediately after they interact with a customer service agent. After that, you can calculate the average.
8. Sentiment Analysis
The last option on this list is to calculate sentiment analysis, which requires you to use language processing programs. These software options determine the type of vocabulary your customers use when they describe your business, and whether it’s neutral, negative, or positive.
Sentiment analysis is a wonderful strategy to clearly identify the emotions that your clients experience when they interact with your employees. Thus, you can use that information to quickly adjust your strategies.
What’s Next
Measuring your KPI for customer service is essential since it lets you identify the areas of your business that need improvement, focus on successful strategies, and overall make your brand grow.
You have different options when it comes to measuring your customer satisfaction, so you should evaluate them, choose the alternatives you believe might offer you the most convenient information, and try them out.
Get Started with Your Chat Widget
A chat widget is an option many websites have to allow customers to directly communicate with customer service agents. With a messenger WordPress plugin, you can guarantee your clients quickly send texts to your employees, which benefits them and your business since you have access to new information about their satisfaction levels.
A chat for websites is essential, and many business owners look for free chatting alternatives, such as a WhatsApp WordPress plugin.
Fortunately, Chaty is a reliable plugin you can use, so give it a try if you’re interested in improving your business! With this WhatsApp plugin for your website, your clients can get a chat button to communicate with your employees, and promptly get help to solve their issues.
