Customer Support is More Than High Scores

Customer Service Matrices can help a company understand how their support department is working, but only if they are used properly. After all the matric is just data and needs to properly analyzed. If you analyze it wrongly, you might give the wrong signals to your agents. They might start seeing it as a way of going up in the company and forget that keeping customers happy is the main thing.

Analyzing the numbers put forward by the matrices is a difficult task for anyone. It is especially difficult if you are doing them for the first time. However, as of keep analyzing the numbers you will realize that they will help you reach your full potential.

Remember that the matrices that work one company need not work for another. This is because companies like people are different. So do not choose matrices because they have worked for another company.

When choosing service matrices for your customer support you must ensure that they are real, consistent, and actionable. The same is true for borrowing benchmarks. Since the other company is different from yours, their benchmarks will not be suitable for you.

Different customer service matrix you can consider

There are many matrices you can consider, however, below are a few of them:

Ticket Volume

Remember that ticket volume is a tricky matric and there are different ways of analyzing it. You can use it analyse how accessible your free customer support is. In this case if the number of tickets is high then your support is accessible. However, if you are analyzing the effectiveness of your products or services, then the number of tickets should be low.

Unfortunately, the second way of analyzing is the correct one. Thus, you should expect the number of tickets to be low. While the number of tickets should be low, you should also analyze whether you have the necessary number of agents to handle the tickets. This includes the time when you are releasing a product or pushing a change.

Customer satisfaction survey

Sending customer satisfaction surveys is the standard approach that many companies. These surveys are used to get data on whether the customer is happy with the product or service provided. They may or may not consist of follow up questions, but they most likely to fall under any of these three categories – Post-service survey, In-app survey, and long email surveys.

The main problem is timing the moment to send the survey. Many companies tend to automate the sending out of the survey after the ticket has been closed. However, it is hard to determine when a ticket is closed. Sending a ticket as soon as the ticket is closed may not be a good idea as the issue may not be amply resolved. This can result in the agent getting a bad rating. It is often suggested to give a buffer time between closing the ticket and sending the survey. The buffer time is normally 24 to 48 hours.

Accessibility of your support

One of the things that determine the success of your business is the accessibility of your customer support. You must customers do not have any intention to call your support team unless they have a problem. So, it is in your best interest to make the access as smooth and easy as possible. It does not matter if you solve their problems if they found it difficult to reach your support. Non-easy accessibility has resulted in many customers changing companies.

This means that if you want to retain your customers, you should make the process of contacting your support team as easy and hassle-free as possible.

Ability to resolve the problems of the customer

The reasons customers give to doing business with a company can be the quality of the product, the brand value it has or the products offer value for money. But, when it comes to leaving a company the common most reason is the customer support is poor. That is how important providing proper customer support is. Companies who had understood this and developed their goals for their support team accordingly have managed to reduce much of the burden they felt when they had to delight customers.

Understand you Net promoter score

Net promoter score or (NPS) is basically a simple survey technique that is used by companies to understand how many loyal customers they have.

The formula used to get your NPS is the difference between the number of promoters and the number of detractors. Promoters are those who will recommend your company to their family and friends while detractors are those who won’t.

Calculating the value for NPS is the easy part, but interpreting its value is the hard part. This is because the values vary from industry to industry. What looks like a bad score for one industry can be a good score for another. Thus, you should judge your NPS based on your industry.


Having customer service matrices is important, but it is more important to be able to analyze these matrices properly. After matrices are basically large numbers or data and cannot tell you anything by themselves. Only after you have properly analyzed and studied them can they provide you with the answers you require.

Published by Apoorv Bhatnagar

Apoorv Bhatnagar is a Digital marketer at Freshworks Inc. He generally writes about software that improve your marketing, sales or hiring process.

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