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Relating back to the first example from earlier, an increase or decrease in any of these metrics can be good or bad news. Closed Issues: Issues that have been created, worked on and successfully solved or closed by customer support.Pending Issues: Issues that have been created but are not being worked on by customer support, yet.

Active Issues: Issues that are actively being worked on by customer support.

Created Issues: Number of issues created by customers when they contacted customer support.

Keeping track of the number of issues your Customer Support team is working on can provide valuable insights on team productivity, product issues, sale increases/decreases and more.įurthermore, you can break up this KPI in four sub-categories Since we already used it in an example, let’s talk about Number of Issues.

Remember that KPIs are not the end-all-be-all and to always look deeper into what’s causing changes in your metrics.

Was this because of a recent marketing campaign which doubled product sales?Īs you can see, some of the scenarios above can be seen as big problems while others might be quite the contrary.

Was this because your team became more efficient at tackling issues?.

Was this because the recent batch of product that was sold had a defect?.

Let’s say, for example, that on a given day the number of issues that your team worked on doubled. After all, a KPI will not tell you what’s wrong or if anything is wrong at all, it will just tell you where to check for sudden changes.

KPIs are nothing more than indicators and metrics.Īs a result, they must be taken as such and you must understand that they exist within the context of a larger ecosystem. How to Approach KPIsįirst, we need to stress the importance of the following statement. Today, we’ll discuss 6 Customer Support KPI’s that you should track and how they can help your business. These metrics will guide the way to improvements in your Customer Support team. But Customer Support teams have many moving parts and processes.Īnd when it comes to evaluating the performance of your team, or identifying areas of improvement, it can get a bit tricky.Įnter Key Performance Indicators or KPIs for short. Many people might think that Customer Support it’s just about helping customers and calling it a day. Customer Support is much more complicated than it seems.