What are the best technical support metrics for your organization?

1 First response time

First response time (FRT) is the average time it takes for your support team to reply to a customer's initial request. It is one of the most important metrics for customer satisfaction, as it shows how quickly you acknowledge and address their issues. A low FRT indicates that you value your customers' time and that you are responsive to their needs. To improve your FRT, you can use automation tools, such as chatbots, canned responses, or auto-responders, to provide immediate feedback to customers. You can also train your support agents to prioritize urgent and complex requests, and to use clear and concise communication.

2 Resolution time

Resolution time (RT) is the average time it takes for your support team to solve a customer's problem. It is another key metric for customer satisfaction, as it shows how effectively you deliver solutions and close tickets. A low RT indicates that you have a skilled and knowledgeable support team, and that you have efficient and streamlined support processes. To improve your RT, you can use knowledge bases, FAQs, or self-service portals, to help customers find answers on their own. You can also use escalation procedures, feedback loops, or quality assurance, to ensure that your support agents follow best practices and resolve issues correctly.

5 Ticket volume

Ticket volume is the number of tickets that your support team receives in a given period. It is one of the most basic and useful metrics for measuring the demand and workload of your support team. A high ticket volume indicates that you have a large and active customer base, but also that you may have recurring or unresolved issues, or gaps in your product or service. To manage your ticket volume, you can use tools, such as ticketing systems, dashboards, or reports, to monitor and analyze your ticket trends and patterns. You can also use strategies, such as segmentation, prioritization, or delegation, to distribute and balance your ticket load among your support agents.

6 Net promoter score

Net promoter score (NPS) is the percentage of customers who are likely to recommend your product or service to others. It is one of the most widely used and influential metrics for measuring the loyalty and advocacy of your customers. A high NPS indicates that you have created a strong and positive relationship with your customers, and that you have generated word-of-mouth referrals and organic growth. To increase your NPS, you can use tools, such as email, social media, or testimonials, to ask your customers to share their opinions and experiences with others. You can also use strategies, such as follow-ups, thank-you notes, or discounts, to show your appreciation and encourage repeat purchases.