Today, customer service in an organization is not just about providing support to customers. Customer service impacts a company’s decision-making process, revenue, and more. An excellent service can set you apart from your competitors and they also play a crucial role in determining the overall customer experience.
If you are a support manager, do you keep an eye on the following?
- Customer’s perception of your brand
- Customer satisfaction
- Team performance
- Number of issues raised
And, so on.
Since customer experience is the primary reason for business growth, it is important to measure the Key Performance Indicators (KPIs) of customer service. These metrics give you valuable insights and provide information about how well your business is meeting targets.
