Any company that wishes to remain competitive must provide top-notch customer service. Customers have more options than ever before on the market, and they won’t think twice to switch brands if they are dissatisfied. To make sure you are meeting (and, ideally, surpassing) consumer expectations, it is crucial to measure customer service KPIs. Customer service metrics may be measured and tracked with the use of KPIs (Key Performance Indicators). You can make sure that your team is constantly focused on improving customer service for your consumers by creating KPIs and tracking them on a regular basis. Establishing KPIs and monitoring pertinent data are crucial for accurately assessing how well a customer care team is performing. Priority one: reaction time. Customers must believe that their questions are being promptly answered. Contact resolution rate, customer satisfaction rating, and net promoter score are traditionally considered crucial indicators. Companies may better understand how well their customer support staff is doing and where there is room for improvement by measuring these indicators. Companies can use the information from these statistics to compare themselves with similar companies in their sector. Let’s discuss some important metrics in detail.

First Response Time (FRT)

For every company that offers customer service, FRT is a crucial KPI statistic. It gauges how quickly a company responds to a first query from a client. A short initial reaction time shows that a company is aware of and sensitive to the demands of its clients, which can contribute to the development of trust and confidence. On the other hand, clients may become impatient and decide to turn to another business if the first response time is too slow. Businesses must concentrate on giving consumers’ enquiries a quick and timely answer in the cutthroat environment of today’s industry. Businesses should work to improve their FRT as a key criterion to improve customer service.

How to increase FRT? Here are some tips:

  • Use chatbots to engage clients round-the-clock by instantly responding to basic inquiries while your workforce is occupied or unavailable.
  • Utilize premade responses—create FAQ responses in advance and make use of them during discussions to react more quickly.
  • Enable routing so that the client may be connected with the appropriate person or department for a quicker and more efficient response.

Average Resolution Time (ART)

Average Resolution Time (ART) is the measure of how long support agents typically take to wrap up a conversation. The chat indicator, often referred to as the average handling time, facilitates gauging customer satisfaction. It’s a no-brainer that the less ART, the better. The longer the average handling time, the longer the clients must wait for replies. That might indicate that your employees are juggling too many duties or managing too many discussions at once. Concentrate on improving your chat queue management, getting more training or advice, or finding solutions more quickly. How to improve productivity? Use the following hints:

  • Include your live chat feature on platforms your customers are spending the most time.
  • Develop excellent interpersonal skills in your agents so they can manage discussions well.
  • To respond to consumer FAQs more quickly, use scripted responses.


Net Promoter Score (NPS)

A critical performance indicator called Net Promoter Score (NPS) monitors customer satisfaction and enables firms to determine whether or not their clients are likely to recommend their goods or services to others. Businesses just need to ask consumers how likely they are to tell a friend or family member about the company’s goods or services in order to calculate NPS. On a scale of 0 to 10, with 10 being the most likely, customers are then asked to rate their response. Detractors (score 7-8), passives (scoring 9–10), and promoters (score 9–10) are the three categories formed once the scores have been totaled (score 0-6). The percentage of critics is subtracted from the percentage of promoters to calculate the NPS. Therefore, if a business has an NPS of 50, it indicates that 50% more consumers are promoters. Here are some tips on how to increase productivity:

  • Engage with critics to learn what went wrong and why they were dissatisfied with your goods or services.
  • Contact your supporters to learn what may be changed, since they are more receptive to criticism than detractors.

Average Wait Time

Waiting can be annoying, as everyone who has ever stood in a line knows. The feeling is frequently the same, whether you’re waiting for a table at a restaurant or in a DMV line: tedium followed by frustration. To provide a positive client experience, businesses must, however, comprehend and manage wait times. Because of this, average wait time customer service is assessed for, makes a crucial KPI statistic. Businesses can spot bottlenecks and enhance productivity by monitoring typical wait times. Businesses may also foresee demand surges and take action to mitigate them by tracking trends over time. Therefore, monitoring average wait times is a crucial component of any effective customer service plan. Here are some points to consider if you want to decrease average wait time:

  • Increase the amount of active conversations that a single agent may manage at once.
  • Introduce automated chat routing to the appropriate departments.
  • To speed up communication and shorten chat sessions, use canned messages.

Connecting with clients through live chat will enhance their entire experience and increase conversion. Measuring live chat metrics is essential to achieving all of these objectives and enhancing customer satisfaction.