How can you set and track technical support goals effectively?

1 SMART framework

The SMART framework is a widely used tool for setting goals that are specific, measurable, achievable, relevant, and time-bound. By applying this framework to your technical support goals, you can ensure that they are clear, realistic, meaningful, and trackable. For example, instead of setting a vague goal like "improve customer satisfaction", you can use the SMART framework to make it more concrete and actionable, such as "increase the average customer satisfaction rating by 10% in the next quarter".

2 Technical support metrics

Once you have set your SMART goals, you need to choose the appropriate technical support metrics to measure your progress and performance. Technical support metrics are indicators that reflect how well you are meeting your goals and delivering value to your customers. These metrics include first response time, resolution time, first contact resolution, customer satisfaction, and net promoter score. First response time measures the amount of time it takes to reply to a customer's initial request. Resolution time is the amount of time it takes to resolve a customer's issue or query. First contact resolution is the percentage of issues that are resolved in the first interaction with the customer. Customer satisfaction is the degree of satisfaction that the customer expresses after receiving support. Lastly, net promoter score is the likelihood that the customer will recommend your product or service to others.

3 Tracking tools

To track your technical support metrics and goals, you need to use the right tools that can collect, analyze, and visualize the data. There are many tools available that can help you with this task, such as ticketing systems, surveys, and dashboards. Ticketing systems are software applications that allow you to manage and monitor the incoming and outgoing support requests, assign them to agents, and track their status and resolution. Surveys are feedback forms that you can send to your customers after providing support, asking them to rate their satisfaction and provide comments or suggestions. Dashboards are graphical displays that show you the key technical support metrics and trends in real time, allowing you to spot issues, identify opportunities, and make informed decisions.

4 Communication and review

Setting and tracking technical support goals is not a one-time activity, but a continuous process that requires regular communication and review. You need to communicate your goals and metrics to your technical support team and other stakeholders, such as managers, developers, and marketers, to ensure alignment and collaboration. You also need to review your goals and metrics periodically, such as weekly, monthly, or quarterly, to evaluate your performance, identify gaps, and adjust your strategies and actions accordingly.

5 Best practices

To set and track technical support goals effectively, begin by considering customer needs and expectations. Select a few key metrics that are pertinent to your goals and objectives, and utilize both quantitative and qualitative data to measure your technical support quality. Compare your metrics to industry standards, competitors, or your own historical data, and set achievable yet ambitious targets. Finally, recognize your successes and reward your technical support team for their hard work.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?