The last thing any customer want is to feel like a number in line waiting for help. When somebody has to wait for help, they don’t feel important and they feel like you simply don’t care if they stay a customer or leave your hosting company.
Offering great customer support means you have to pay attention to specific help desk metrics. It also means you have to speak with customers to find out what the issues are, make them smile and help fix their problems. When you have a queue full of requests, they cannot be left waiting for very long.
While the numbers certainly aren’t everything, you do want to pay close attention to specific numbers. Here are four of the most important help desk metrics to monitor.
Response Time
Making customers wait is a recipe for disaster. It will lead to upset customers ready to leave your company for another. You should always track response times with average response times, time to first response and response time bands. This will allow you to see the full scope of how your response times are being handled.
Ticket Trends
Pay attention to the trends in the tickets coming in. Sometimes, if customers have the same question multiple times, adding the answer to your FAQ page or making a website adjustment can fix the issue. If tickets keep coming in about pricing or billing, you may want make an adjustment to make it easier to understand. Not only will this help your customers, but it will also take some of the pressure off your support staff.
Making the right adjustments based on ticket trends can really make a huge difference. It can keep your support staff from getting overwhelmed with tickets that could have been prevented.
Ticket Volume
As you track the volume of tickets coming in, you will see trends. Of course, if you have a technical issue, it will often cause more tickets than normal. However, you may also notice other trends that show when tickets come in the most and when your peak times are. These are the times to add additional support to speed up wait times and make your customers happier.
Customer Happiness
While you may think fast and helpful support leads to happy customers, it’s not a guaranteed. Often it does, but sometimes it doesn’t. Having your support team ask customers to rate the support on a scale of 1 to 10 or ask how the support was will give you valuable feedback. Create a short survey for customers and you will see how good your support is directly from those using it.
There are many metrics involved with hosting support. These are the most important and should be carefully tracked to ensure you make the right adjustments. With the right adjustments and the right hosting support, your customers will be happier and your staff won’t be as overwhelmed by the number of support tickets received every single day.
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