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How can you use post-sales support metrics to save costs?

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Post-sales support is a crucial part of retail operations that can affect customer loyalty, retention, and satisfaction. However, it can also be a source of significant costs and inefficiencies if not managed properly. To optimize your post-sales support and save costs, you need to measure and analyze the right metrics and key performance indicators (KPIs). In this article, you will learn how to use post-sales support metrics to identify and address common issues, improve your processes, and enhance your customer experience.

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1 What are post-sales support metrics?

Post-sales support metrics are quantitative and qualitative measures that can help you gauge the effectiveness, efficiency, and quality of your after-sales services and support. Examples of such metrics include the customer satisfaction (CSAT) score, net promoter score (NPS), customer effort score (CES), first contact resolution (FCR) rate, average handle time (AHT), and support cost per customer. The CSAT score evaluates how satisfied customers are with post-sales support, NPS reveals how likely customers are to recommend your products or services, CES measures how easy or difficult it is for customers to get their issues resolved, FCR rate shows how often post-sales support agents can solve customers' problems on the first contact, AHT indicates how long it takes to handle each customer interaction, and support cost per customer indicates the amount spent on providing post-sales support to each customer.

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Raj Mohan

Senior Data Scientist / Business Operations
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We can use additional metrics which will help us gauge the quality of post-sales support. 1. Overall time taken in completing support to customers. 2. Are customers coming for support for the same repair within the next 90 days. 3. Which products/region/repair types are contributing for high repair volume.

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2 Why are post-sales support metrics important?

Post-sales support metrics are essential for understanding and improving customer relationships and loyalty, which can result in increased retention, referrals, and revenue. By tracking and analyzing post-sales support metrics, you can identify and prioritize the most common and urgent customer issues and complaints, evaluate the performance of agents and teams, optimize processes and workflows, reduce costs, enhance customer satisfaction and loyalty, and gain insights from customers to improve products or services.

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Raj Mohan

Senior Data Scientist / Business Operations
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Post-sales metrics helps in understanding where we stand in front of customers related to service. These metrics help in resolving the root cause issues which reduces customers coming for support for the same problem. The metrics also help in reducing repairs over time and thereby overall post-sales support costs. Not all repairs can be critical. Post-sales support metrics can help customers going-forward resolve non-critical issues without contacting customer support.

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3 How to use post-sales support metrics to save costs?

Using post-sales support metrics to save costs requires regular and systematic collection, monitoring, and analysis. Various tools and methods can be used to do this, such as surveys, feedback forms, CRM systems, help desk software, analytics platforms, and dashboards. To use these metrics effectively, you should first define your post-sales support goals and objectives. Then choose the most relevant and meaningful metrics and KPIs that align with these goals. It is important to set realistic targets and benchmarks for each metric based on industry standards, best practices, and historical data. After collecting and tracking the metrics using the appropriate tools, analyze them to identify strengths and weaknesses in your post-sales support. Implement and test the appropriate actions and solutions to address customer issues and complaints. Measure the impact of these solutions on your post-sales support metrics and KPIs. Compare them with targets and benchmarks to determine the effectiveness of your post-sales support and cost savings achieved. Repeat this process as needed to ensure continuous improvement of your post-sales support.

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4 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?

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How can you use post-sales support metrics to save costs?

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1 What are post-sales support metrics?

2 Why are post-sales support metrics important?

3 How to use post-sales support metrics to save costs?

4 Here’s what else to consider

Retail Operations

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