Playlist

Measuring Customer Support

What should customer service teams measure, and how should they report it? How to find, select and use support data to inform your team, influence your company and ultimately better serve your customers.

11 posts 8 authors

01.

Supercharge Your Support With Data-Driven Smarts

Understanding the psychology behind setting and meeting goals will help you focus on what matters and improve productivity.

Mo McKibbin 6 min read

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02.

The ROI of Thanking Your Customers

The ROI of thanking your customers is tantamount to the ROI of word-of-mouth. Here’s proof … and what to do about it.

Emily Triplett Lentz 9 min read

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03.

Create reports that drive real business results

Support and community are about relationships and connection, but that does not mean we should only represent our work with qualitative, human-centered metrics.

Jessica Malnik 9 min read

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04.

Don’t Leave Your Support Team Navigating Without a Compass

While reporting on customer support is important, there’s more to it than just the numbers.

Gregory Ciotti 10 min read

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05.

Create Value With the Support Data You Already Have

Show your company the value of customer support using data you already have.

Simon Ouderkirk 6 min read

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06.

The ‘I’ in customer service ROI

“Investing in ROI for customer service covers more than salaries and tools. Mat talks about the importance of leadership in ROI.”

Mathew Patterson 2 min read

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07.

Why Your Customer Service Sucks

Is it that people who work in customer service are lazy? That they just don’t care? Or have repeated telephone cord near-strangulations damaged some critical part of their brain? Perhaps.

Mathew Patterson 4 min read

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08.

How Top Customer Service Teams Measure Performance

Customer service metrics are easy to measure, but what exactly should you track and how should you report on it?

Mathew Patterson 8 min read

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09.

Why Support Teams Must Stake a Claim to Revenue

Customer support isn’t a cost center, it’s a vital bridge between the initial sale and creating long-term value for your customers. Simon Ouderkirk from Automattic challenges customer support teams to fight for the revenue they generate.

Mathew Patterson 11 min read

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10.

Interaction Reviews: Quality Assurance for Support Teams

A 7-step guide to creating a consistent, effective quality review process that will help your team raise the bar on your customer service interactions.

Martin Kõiva 10 min read

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11.

Deliver Consistently High-Quality Service With Peer Feedback

How to usefully and consistently measure support quality, and how to use the information you gather to improve the quality of your training and the service you provide.

Shauna Anderson 7 min read

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