“There is only one boss. The customer.” – Sam Walton
According to experts, by 2020, customer experience will exceed both price and product as the world’s most critical brand differentiator. What’s more, one in three people will abandon the purchase of a product or service because they can’t find the information they need. That said, brands with the ability to build flawless customer experiences and offer exceptional standards of customer service stand to set themselves apart from their competitors in a notable way.
When it comes to customer service in particular, today’s digital consumer is very much in charge. Due to the hyperconnected, incredibly convenient, and instantaneous nature of the modern consumer world, and the amount of touchpoints on offer, maintaining excellent levels of customer service is the key to survival.
At present, 75% of customers believe it takes too long to reach a live agent when they have an important query. If you’re able to answer customer queries quickly and effectively, you stand to increase your brand loyalty ten-fold. To optimize your customer service offerings you need access to the right data; and this is where customer service reporting comes into play.
What Is Customer Service Reporting?
To provide the best possible standards of customer service on a consistent basis, understanding how your consumers interact with your business is vital.
A branch of consumer data analytics, customer service reporting is a discipline that involves monitoring and analyzing streams of information based on your business’s customer service activities.
From average response time to NPS score, a customer service report provides a deep and valuable insight into key areas of your consumer-facing efforts. In turn, this will provide you with an astute understanding of the positive areas to build upon and the areas of improvement.
Why Are Customer Service Reports Important?
In the digital age, consumers are more empowered, more tech-savvy, and more demanding than ever before. If you don’t satisfy a customer’s needs or resolve their issues almost instantly or with a degree of competency that they deem unacceptable, they simply will not stick around. Add to this the fact that customers now trust the opinions of their peers more than the brand itself, focusing on your customer service offerings should be your topmost priority if you want to succeed.
Customer service reports offer the power to understand your company to make informed decisions based on accurate insights rather than making estimations and taking actions that offer little value to the organization or its customers.
Companies that grow their customer retention rates by as little as 5% often see profit increases ranging from 25% to 95%. Through reporting, you’ll not only be able to boost your retention rates significantly but you’ll also be able to boost your brand’s reputation, thereby resulting in commercial growth and increased profits. For a greater analysis of which metrics to choose for your clients, read our customer KPIs summary.
We live in a world rife with invaluable digital insights and data. If you fail to use this information to your advantage, you are missing out on vital opportunities that can improve efficiency, output, and cohesion of your organization’s customer service department, which could prove disastrous in the long run.
The Benefits And Challenges
“Information is the oil of the 21st century, and analytics is the combustion engine” – Peter Sondergaard, Senior Vice President, Gartner
There are seemingly infinite benefits to the pursuit of customer service reporting. By gaining access to the insights and data, you can:
- Improve your company’s best response time.
- Prevent customers having to call back about a repeat issue.
- Reward your top performing support agents and boost internal morale.
- Track the level and nature of customer issues over time to make informed strategic decisions.
- Gain a deeper insight into how your business is perceived by your customers.
- Evaluate and improve your Net promoter score.
- Enhance priceless customer retention and loyalty rates.
- Make your customer service department more cost-effective by reducing support costs.
It’s clear that there are a host of tangible benefits, and many of them will have a positive impact on other areas of the business.
While customer service data is priceless to any modern organization, regardless of its industry or sector, due to the colossal volume of information available on a daily basis, managing it effectively can prove to be challenging.
Each business is different and insights that might prove particularly useful to one business to might not be the same for another. However, selecting the right customer service KPIs and metrics for your business in a collaborative capacity is essential to the customer service reports’ success.
Once you’ve identified the information that will help you enhance your customer service offerings the most, you will be able to set up visual dashboards customized to your needs, goals, and objectives. To ensure that you get optimum value from certain KPIs and metrics, you should set measurement time parameters that will give you comprehensive snapshot of averages and trends. It will also give you the most accurate view of your customer service data.
Customer Service Report Examples And Templates
We’ve looked at the what and why of customer service reporting, now we’re going to explore the three primary dashboards associated with an organization’s various customer service-based activities.
Customer service team report
In this day and age, to provide an exceptional standard of customer service, you must exceed customer expectation.
This first customer service report template hones your team’s overall performance on a daily and monthly basis by focusing on service levels, response time and individual agent performance all in one centralized space. Your team’s performance is vital to the success of your entire operation and this dashboard will help you make the kind of valuable contributions towards driving your business forward.
- Average response time: To enhance your customer satisfaction level and productivity rates, keeping your average response time to a minimum is a must. This particular KPI measures the time right from the moment a customer makes a call to the moment an agent responds. This along with other related KPIs offer an excellent insight into your overall customer service performance levels.
- First call resolution: One of the most important customer service metrics you can track, the First call resolution rate gives a clear indication of how successful your team is at solving an issue upon the first contact. An improvement in this area might increase your call handle rate, but it will have little impact if your first call resolution level has improved.
- Top agents: Staff satisfaction and morale is perhaps one of the most vital drivers of positive customer service performance. By tracking this metric over several months, you’ll be able to identify which of your agents can benefit from additional support and training and which agents you should reward and recognize.
- Number of issues: By understanding the volume of calls and queries coming into your business as well as the nature of each inquiry, you’ll be able to make informed staffing decisions to cope with demand at particular times while improving your strategy to meet the needs of your customers.
Customer satisfaction report
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Customer satisfaction remains a number one priority for today’s businesses as it translates to an increase in brand loyalty and in many cases, an increased spend per customer.
Focused on all primary aspects of customer satisfaction, experience, perception, and retention, this particular customer service report example will help you keep your consumer happy, engaged, and loyal to your business.
- Net promoter score (NPS): Your NPS is critical to your entire operation because it shows the perception of your service levels by the public. Essentially, it determines how likely someone is to refer you to their peers. On a scale of 1 – 10, and based on their scores, customers are either considered promoters (9-10), passives (7-8), or detractors (0-6). By improving your NPS score, you’ll ultimately see in an increase in growth and loyalty.
- Customer effort score: This is a particularly critical KPI as it gives you a glimpse into the standard over your overall customer experience offerings. By understanding the elements of your customer experience that are letting your business down, you’ll be able to make vital improvements and in turn, grow the business. For a deeper insight, read our guide to customer satisfaction metrics.
- Customer retention: As mentioned, customer retention is essential to the success of your organization. By setting a retention rate target and working towards it, you’ll improve your brand image and expand your customer base over time.
Customer support KPI report
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Regardless of your customer service role or level of seniority, there’s always room for improvement.
That last customer service report template is heavily populated with information and tracks a host of metrics that are common to a helpdesk dashboard in addition to a customer satisfaction or even a customer service dashboard. With a wealth of invaluable insights available on one easy-to-navigate platform, this dashboard offers managers all the support information they need at a glance with the option to drill deeper into individual metrics and insights.
- Service level: This particular metric calculates your capacity to complete the standards confirmed in the service level agreement (SLA) you provide to your customers. This KPI is important as it showcases your commitment to delivering on your promises and will help you identify ways in which you can improve your overall service standards.
- Customer support vs revenue: A priceless support metric, this KPI helps you to calculate how much the support costs are in relation to the total revenue. If you can provide incredibly high standards of service for decreased costs, commercial growth and increased revenue are inevitable. This KPI will help you gain the insights you need to achieve this goal.
- Customer satisfaction: A satisfied customer lies at the beating heart of every successful business. By getting a tangible gauge on what your customers currently think of you and your service, you’ll be able to make improvements in areas that matter most.
To thrive and survive in tomorrow’s world, providing outstanding levels of customer service is absolutely essential. By harnessing the power of customer service reports today you’ll win big on tomorrow’s digital battlefield. With help of a customer service analytics software, you can seamlessly create powerful dashboard that will help you monitor day-to-day activities and improve the support you provide. Another way of gaining an all-important edge over the competition is by strategizing. To find out how, read our guide on how to create an effective data-driven marketing strategy.
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