Customer service reports not only provides you an overview of all customer service requests received from your customers but also allows you to identify the key areas for improvement, plan your workload and schedules of your customer support team. You can keep track of your CX trends, and most importantly, you get to know whether your customers’ expectations are met or not.
Lets have a look at the reports:
The “number of requests received” report shows you how many customer requests you have received within the last day(s). Knowing the number of requests you receive helps you identify customer service trends and gives you insight for how you can plan and schedule your support team.
For example, if you start to notice an increase in requests on Saturdays and Sundays, it might mean that you need to schedule your team to work on the weekend.
The “number of requests closed per user” report provides an overview of how many requests each support agent is closing. With this report, you can measure the performance of individual customer service agents, allowing you to identify how productive each agent is and how many requests they are able to handle.
If you find that an agent is answering twice as many requests as the rest of your team, it might mean that the agent is “cherry picking” the easy requests over the more difficult ones. One way to solve this is to automatically assign requests to the next available agent so that all requests are distributed equally.
Another example might be that one agent is answering too few requests compared to the rest of the team. If an agent is struggling, then you should consider conducting a training session. Find out what’s slowing them down and suggest ways they can improve their workflow.
According to a study, 82% of customers say the number one factor to great customer service is having their issues resolved quickly. This is why it’s important to measure how long it takes you to respond to a customer!
Average response time is calculated from the time a request has been sent by a customer, to the time an agent has responded. For example, if a customer sends a request at 3pm and a customer service agent responds by 4pm, then the response time is one hour.
The faster you can respond to a customer, the better service you deliver.
If you find it is taking too long to respond to customer service requests, if could be due to the fact that the right department or agent isn’t receiving the request and that the delay occurs when trying to find the right contact person.
Another reason for taking too long to respond might be due to the responses themselves. Are your agents creating each response from scratch? Are lengthy emails slowing down your response time?
Customers don’t enjoy endless back and forth messages with customer service departments and prefer to have their issues handled by an agent who has all the right information, asks all the right questions and gives accurate answers, within the first reply.
What is first contact resolution?
It’s when you can resolve a customer issue in your first response.
Only 11% of companies are able to manage customer requests in the first reply.
This report tells you how much effort your customers have to put in to get their issues solved.
A high number of messages could indicate that the request responses from your team are not detailed enough.
However, an agent could easily include all of these details within the first response, which would lead to a high first contact resolution rate.
The “number of requests created per month” report is an important report for identifying customer request trends.
Like any business, you will have your high season and your low season. If you sell your product or service to businesses, you can expect a high volume of requests during the work week and you can expect the number of requests to drop during the weekends.
When there’s so much data available, it’s easy to spend time reading the wrong reports.And there’s no use in getting bogged down in data without knowing what to actually do with it. The reason you are reviewing this data is so you can make better decisions, improve your processes and understand how your team is performing.By using these customer service reports, you can keep track of trends, employee productivity and customer satisfaction, all of which have a significant impact on your bottom line.