What Percentage Of Customer Service Is Through Email

Customer expectations are always evolving. It'southward upward to businesses and brands to go along a finger on the pulse of their respective markets and meet (or better still, exceed) expectations by delivering exceptional client service. And today's customers contact the brands they do business with on a range of channels, so it's essential for brands to deliver great customer service across every touchpoint.

With technology evolving, monitoring key client service metrics and comparing your company's functioning against internal benchmarks and the industry as a whole is more crucial than ever before.

According to Hiver, in that location are two types of client service metrics that can provide insights into the quality of your organization's client service:

Operational customer service metrics: These metrics chronicle to the services your call center agents or client service representatives provide. Operational customer service metrics include metrics such as back up tickets received, support tickets resolved, first-phone call resolution (FCR), boilerplate handle time, and like metrics.

Organizational client service metrics. These metrics provide insight into how your customers feel about your business organisation and how they perceive your company's customer service. Organizational customer service metrics include metrics such every bit customer churn, customer satisfaction (CSAT), customer effort score (CES), and similar metrics.

In this post, nosotros've rounded upwardly a collection of client service statistics that illustrate the importance of providing exceptional customer service to heave client satisfaction, customer retention, and ultimately company revenue. So, we'll take a look at the various operational customer service metrics and organizational customer service metrics yous should exist tracking to ensure that you lot're delivering elevation-notch customer service and exceeding client expectations.

Customer service stats on retention & client churn

one. 9 out of 10 consumers say customer service is of import when choosing brands. Co-ordinate to Microsoft Dynamics 365's 2020 Global Land of Client Service study, xc% of survey respondents said that client service plays an important role in their selection of brands as well as whether they remain loyal to the brands they comport business with. Twitter: @Microsoft

ii. It costs 5 times more to learn a new customer than to retain an existing customer. According to Invesp, despite the fact that new customer acquisition costs five times as much as customer memory, 44% of companies place more than accent on client acquisition than memory, while xviii% of companies place a greater focus on customer retention. Twitter: @Invesp

3. ix out of ten consumers say a company'south actions during crises influence their perception of the company'due south trustworthiness. According to Salesforce Enquiry, 90% of consumers surveyed said that how a company acts during a crisis (such equally the COVID-nineteen pandemic) reveals its trustworthiness. Twitter: @salesforce

4. More than 9 out of 10 consumers are more likely to purchase from a business once more following a positive customer service experience. Salesforce Research found that 91% of consumers surveyed are more likely to make a repeat purchase following a positive customer service experience with a company. Twitter: @salesforce

five. Customers who charge per unit a company's client feel as "skillful" are more likely to recommend the brand. Co-ordinate to Qualtrics XM Institute, consumers who rate a brand'due south customer experience "skilful" are 38% more likely to recommend the brand to others compared to consumers who rate a make's customer experience as "poor." Overall, 94% of consumers who rated a company'southward CX every bit "very good" are very likely to recommend the visitor, while 82% of those who rated a company'south CX equally "good" are very likely recommend the company. Twitter: @XM_Institute

6. Consumers who take an excellent customer experience are more than probable to forgive a unmarried bad feel. The Qualtrics XM Constitute establish that 77% of consumers who rated a company's CX "very expert" are very likely to forgive a single bad experience, compared to 58% of those who rated a company's CX "skilful." Twitter: @XM_Institute

vii. A majority of customers said they've stopped doing business concern with a visitor post-obit a poor client service feel. Co-ordinate to HubSpot, lxxx% of survey respondents reported that they've stopped doing business with a company as a effect of a negative customer service experience. Twitter: @HubSpot

eight. Customers are likely to share positive experiences. A survey conducted by HubSpot constitute that 77% of consumers surveyed shared positive experiences with their friends, on review sites, or on social media inside the past twelvemonth. Twitter: @HubSpot

nine. About half of consumers would switch to a different brand afterwards just one negative customer service experience. According to a survey conducted past Zendesk, well-nigh l% of respondents said they'd switch brands following a single negative customer service experience, while 80% said they'd switch brands post-obit more than than ane poor customer service experiences. Twitter: @Zendesk

10. Your customers may dorsum out of making a purchase with your concern due to poor customer service. According to Glance, a survey conducted past American Express found that 78% of customers have backed out of a buy they intended to make due to poor customer service. Twitter: @GlanceNetworks

11. For many consumers, the most important attribute of customer service is reaching a knowledgeable representative. According to Statista, 39% of survey respondents in the U.S. and 31% of respondents globally stated that reaching a knowledgeable client support representative is the most of import aspect of a skillful customer service experience. Twitter: @StatistaCharts

12. A slight increase in customer retention tin issue in a significant increase in profits. According to Bain & Company, increasing customer retention by simply five% can increase profits by 25% to 95%. Twitter: @BainAlerts

13. Two-thirds of customers look brands to understand their needs. Salesforce establish that 66% of consumers expect the brands they do business organisation with to understand their unique needs and expectations. Twitter: @salesforce

14. Well-nigh consumers are influenced by online client service reviews when researching products and services. According to Qualtrics, 93% of consumers say they're influenced by online reviews when making purchasing decisions, and 91% of consumers between the ages of xviii and 34 trust online reviews as much equally they trust personal recommendations from friends and family unit. Twitter: @Qualtrics

15. U.S. consumers tell an average of 9 people about a positive client service experience. According to Glance, customers in the U.S. typically share positive client service experiences with 9 other people, while they tell an average of 16 people near a poor client service experience. Reports of bad customer service experiences reach almost twice as many people as reports of positive customer service experiences. Twitter: @glancenetworks

16. More than ix out of ten customers will simply leave without warning following a poor customer service experience. According to FinancesOnline, 91% of consumers react to a negative customer service experience past leaving without alert. 47% switch brands, and forty% tell others not to support the business. Twitter: @Financesonline

17. Most consumers value having their issues resolved efficiently. Co-ordinate to KPMG, 90% of consumers report that issue resolution is their near important customer service issue. Twitter: @KPMG

18. Brand integrity and personalization are the strongest drivers of advocacy. KPMG found that integrity is the strongest driver of advocacy in 18 of the 27 markets the company evaluated, with personalization being the strongest driver of advocacy in 8 of 27 markets. Twitter: @KPMG

xix. It's not just the customer service your customers receive directly; your customer service reputation matters too. Hiver establish that two-thirds of consumers (66%) say that a company's customer service reputation is a disquisitional factor when making purchase decisions. Twitter: @hiverhq

20. Asking for and accepting client feedback impacts customers' perceptions of your brand. According to Microsoft, 77% of customers said that they have a more positive view of companies that not only ask for their feedback, just as well accept and human action on information technology. Twitter: @Microsoft

21. Many unhappy customers who take a satisfactory resolution to their issue are willing to give the company another risk. According to Glance, 70% of previously unhappy customers who accept an result resolved in their favor said they'd be willing to come back to the company. Twitter: @GlanceNetworks

22. Customers who have received excellent customer service from a brand are willing to forgive the visitor for a mistake. According to Salesforce, 78% of consumers say they'd forgive a company for a mistake if they've received exceptional customer service in the past. Twitter: @salesforce

23. First contact resolution declined from 2019 to 2020. According to The Northridge Grouping, "During COVID-19, many customers increased their apply of customer service channels to contact companies about service issues. At the same time, first contact resolution declined from 53% to 42%, increasing effort for customers and costs for businesses." Twitter: @NorthridgeGroup

24. The average U.Southward. company loses 20% to forty% of its customers each year. According to Jill Griffin in an extract from her volume, Customer Loyalty, published past Altfeld, Inc., "The average American company loses twenty-40% of its customers each year. Recognizing this pattern and its severe impact on corporate competitiveness and profitability, a business organisation must move away from the long accustomed marketplace share strategy to a radically different, more than long term approach to business: building customer loyalty." Twitter: @jaltfeld

Customer loyalty stats

25. Consumers are loyal to particular retailers as well as to product-brands. According to Fundera, 84% of U.Due south. adults are loyal to retailers, while 82% say they're loyal to product-brands. Twitter: @fundera

26. Most lx% of consumers say client service has a significant impact on their loyalty to a brand. According to Zendesk, 57% of consumers surveyed said that splendid customer service makes them experience more loyal to a brand, 2nd only to price (62% of consumers surveyed). Twitter: @Zendesk

27. More than than one-half of consumers get out of their way to make purchases from their preferred brands. In Zendesk's survey, 52% of customers reported that they've gone out of their mode to buy from their favorite brands. Twitter: @Zendesk

28. A positive customer experience fosters customer loyalty, resulting in a higher customer lifetime value. According to Bain & Company, a superior feel that earns stronger customer loyalty turns customers into promoters who have a lifetime value 6 to xiv times higher than that of detractors. Twitter: @BainAlerts

29. When information technology comes to driving customer loyalty, personalization and integrity are the biggest drivers. Personalization is the largest driver of client loyalty in 19 of the 27 markets KPMG evaluated, with integrity leading in vi of 27 markets when information technology comes to driving loyalty. Twitter: @KPMG

30. Nearly half of consumers expect specialized handling for beingness good, loyal customers. Accenture constitute that 48% of customers expect brands to provide them with specialized treatment in commutation for their business and loyalty. Twitter: @Accenture

31. Most consumers grow to love their preferred brands over time, making the customer service experience integral in earning customer loyalty. According to InMoment, fourscore% of shoppers say they grow to love brands over fourth dimension, a culmination of their experience making purchases, production quality, client service, and reviews and recommendations from others. Twitter: @WeAreInMoment

32. More than than two out of 5 consumers spend more with brands they're loyal to. Fundera found that 43% of customers spend more with the brands that have earned their loyalty. Twitter: @fundera

33. Most consumers report that they're loyal to specific brands. Co-ordinate to Zendesk, 74% of consumers say they're loyal to a item brand or company. Twitter: @Zendesk

34. 3-fourths of loyal customers will recommend their favorite brands to friends and family unit. InMoment found that 75% of loyal customers said they'd recommend a brand to their friends and family members. Twitter: @WeAreInMoment

35. Customers who feel high levels of trust and loyalty are more likely to share ratings and detailed comments about their positive experiences. InMoment institute that "Customers who feel high levels of trust and loyalty are significantly more likely to share ratings (in the 90 percent range for both) and detailed commentary (both exceeded lxx percent) virtually their experiences. A adept number (30%) are likewise willing to hand over personal data (name, age, location, etc.), and 41% are up for sharing their buy data (how much, what, where) with trusted brands." Twitter: @WeAreInMoment

36. Addressing negative reviews is critical for maintaining customer loyalty. Fundera reports that 57% of customers say they'd no longer exist loyal to a company that failed to address their negative review. Twitter: @fundera

37. More than than half of consumers are loyal to one to v brands. Yotpo found that 54.seven% of consumers reported that they're loyal to between one and 5 brands in 2020, a decrease from 59.7% in 2019. 31.1% of consumers say they're loyal to half-dozen to 10 brands, while 8% are loyal to eleven to 20 brands and 2.7% are loyal to no brands. A small percentage of consumers (iii.6%) are loyal to 20 or more than brands. Twitter: @Yotpo

38. Many customers are more willing to recommend a brand to their family and friends if the visitor offers a loyalty program. Grom reports that 72% of consumers say they're more eager to recommend brands that have interesting loyalty programs.

39. While low customer effort reduces costs and drives brand loyalty, nearly businesses aren't measuring customer effort. According to The Northridge Group, only 29% of companies were measuring client attempt in 2020, a slight increase from 25% in 2019. Twitter: @NorthridgeGroup

xl. Companies that offer infrequent customer experiences benefit from increased loyalty and higher revenues. According to PwC, companies that provide excellent customer experiences can take advantage of up to a 16% price premium on products and services while boosting customer loyalty at the aforementioned fourth dimension. Twitter: @PwC

Customer service channel stats

41. Despite the ascension of alternative customer service channels, virtually ii-thirds of consumers notwithstanding pick upward the phone when reaching out to customer service teams. According to Zendesk, 66% of consumers use the phone to resolve issues with a visitor, making information technology the most used customer service channel across age demographics. The second most-used customer service channel is email, with 49% of consumers reporting using email to resolve issues with a company. Twitter: @Zendesk

42. Consumers have a favorable view of brands that contact them with proactive customer service notifications. Microsoft Dynamics 365 reports that 67% of survey respondents globally say that they take a more than favorable view of companies that deliver proactive customer service notifications, such every bit notifications of upcoming service outages. Twitter: @Microsoft

43. One-third of customers expect businesses to reply to customer service emails within one hour. A survey conducted by Toister Solutions constitute that one-third of customers expect a response to a client service email within an hour or less. Twitter: @toister

44. Despite consumers' expected response time, information technology takes companies an boilerplate of 12 hours to respond to customer service emails. SuperOffice surveyed 1,000 companies and found that the average response time to customer service requests is 12 hours and x minutes. Twitter: @SuperOfficeAS

45. The average start response time for live chat is under one minute. According to LiveChat.com, the average first response time for alive chat client service messages is simply 47 seconds. Twitter: @LiveChat

46. The longer customers have to wait for a live chat response, the less likely they are to be satisfied. LiveChat.com institute that the percent of satisfied customers decreased slightly equally live conversation wait times increased, with 83.iv% of customers satisfied later waiting between 0 and 30 seconds for a response, and 71.four% satisfied subsequently waiting for ten minutes or more. Twitter: @LiveChat

47. Even more than startling is a contempo finding that many companies ignore customer service emails entirely. Research conducted by SuperOffice establish that 62% of companies simply don't respond to customer service emails at all. Twitter: @SuperOfficeAS

48. More than 2 out of v consumers adopt contacting customer service using voice channels. According to a 2020 survey conducted by Statista, 43% of consumers said they prefer to interact with customer servic using voice channels, compared to 34% in 2019. Twitter: @StatistaCharts

49. Customers are frustrated by having to await on hold and by having to repeat the aforementioned information to multiple customer service agents. According to HubSpot, 33% of consumers say waiting on hold is the about frustrating aspect of getting customer service assistance, and some other 33% cite having to echo information to different support representatives as the virtually frustrating aspect. Twitter: @HubSpot

50. Non being able to reach a live agent is another key frustration faced past consumers. According to PC Executive Services, 30% of customers say that not being able to reach a live agent is the nearly frustrating aspect of getting client service help. Twitter: @PCExecServices

51. Most U.S. consumers adopt human customer service interactions over automated systems. According to PwC, 71% of consumers in the U.S. say they prefer to interact with humans when getting customer service than with chatbots or other automatic processes. Twitter: @PwC

52. About half of customer calls are unresolved or crave escalation. According to IBM, 50% of client service calls remain unresolved or require escalation, and 52% of customers hang upward on customer service calls before their issue is resolved. Twitter: @IBM

53. Customers oft have to call customer service multiple times to get an issue resolved. According to Infolink, 86% of customer service calls aren't resolved on the first contact, meaning customers must call repeatedly about the same problem to become a resolution. Twitter: @InfolinkTeam

54. Customers are increasingly frustrated by brands that are unresponsive on social media and email. According to Drift, at that place was a five.7x increase in frustrations with unresponsive brands on social media and email between 2019 and 2020. Twitter: @Drift

55. Shifting to social media customer service can significantly reduce the cost per contact. According to McKinsey, "on average, treatment an entering phone call typically costs a company $vi to $viii; an interaction using social media, less than $1," a decrease of 83%. Twitter: @McKinsey

56. Nearly half of Generation Z consumers prefer email for customer support. According to Hiver, 48% of Gen Z consumers say electronic mail is their preferred customer support channel, making information technology the about-used customer support advice medium. Twitter: @hiverhq

57. Nearly one-quarter of consumers say that not having to explicate their issue multiple times makes for a skilful client service feel. Hiver found that 23% of consumers "consider it a good customer feel when they don't have to explain their problems multiple times." Twitter: @hiverhq

58. Social media responsiveness improves millennials' perception of brands. Microsoft institute that 74% of millennials report feeling more positive near brands that are responsive on social media. Twitter: @Microsoft

59. Three-fourths of customers expect to have a consistent experience with a make regardless of what channel they appoint on. Salesforce establish that 75% of consumers expect consistent experiences across channels such equally social media, mobile, online, and in-person. Twitter: @salesforce

60. Most loyalty program members want to interact with brands through a diverseness of channels. According to Bond, "95% of members want to engage with brands through a mix of new, emerging, and growing tech, including augmented reality, virtual reality, card-on-file, and more." What'south more, members who appoint with these technologies written report higher levels of satisfaction with their member experience. Twitter: @createabond

61. More than 2 out of 5 consumers expect companies to have a real-time customer support line. In fact, 43% of consumers say they'd stop using a make if the company didn't offer a real-time customer support line, according to Fundera. Twitter: @fundera

62. Consumers have to work too hard to get resolutions to their issues. Co-ordinate to The Northridge Group, 73% of consumers experience long wait times to reach a live client service amanuensis, and 69% take difficulty finding answers to their questions on companies' websites. Six out of x consumers (60%) accept to repeat information to multiple customer service representatives when trying to go a resolution to their issue. Twitter: @NorthridgeGroup

63. More than than half of consumers volition "call out" a make on social media. According to Sprout Social, 55% of consumers call out brands on social media to get a response or resolution, making it paramount for companies to monitor and respond to comments and complaints on social media networks. Twitter: @SproutSocial

AI & chatbots in customer service statistics

64. By 2022, a majority of customer interactions volition involve emerging technologies. Gartner predicts that lxx% of all client interactions volition involve emerging technologies like mobile messaging, chatbots, and machine learning applications, upwards from fifteen% in 2018. Twitter: @Gartner_inc

65. The global conversational AI market place is predicted to exceed $18 billion by 2027. According to Verified Market Research, the market will reach an estimated $18.02 billion past 2027. Twitter: @vmrresearch

66. As of 2018, companies were using AI in customer service for various scenarios. According to Statista, 78% of service organizations were using AI for cocky-service in uncomplicated scenarios, 77% for gathering initial information before handing a example off to an agent, 71% for providing agents with guidance while agents are handling cases, and 67% for greeting customers when they call. Twitter: @StatistaCharts

67. Chatbots can handle many routine tasks and client questions. Co-ordinate to IBM, chatbots can handle almost 80% of routine customer questions and tasks. Twitter: @IBM

68. The success rate of bot interactions is on the ascent across many sectors. Juniper Enquiry estimates that the success charge per unit of bot interactions in the healthcare sector will ascent to over 75% in 2022, while the success rate of bot interactions in the cyberbanking sector is expected to increment to over 90% by 2022. Twitter: @juniperresearch

69. Customer feel is a top motivator for companies to adopt AI technologies. According to TechRepublic, twoscore% of organizations surveyed stated that client feel is their acme motivator for adopting AI. Twitter: @TechRepublic

70. Most businesses were already using or were planning to apply chatbots by 2020. According to Oracle, eighty% of companies surveyed in 2016 said they were currently using or planned to brainstorm using chatbots by 2020. Twitter: @Oracle

71. A majority of customers prefer chatbots when they're seeking answers to simple questions. According to PSFK, 74% of users reported that they prefer interacting with chatbots when they're looking for answers to simple questions. Twitter: @PSFK

72. Customers enjoy the power to solve customer service problems on their own. According to Adweek, 71% of customers prefer having the ability to solve customer service problems themselves. Twitter: @Adweek

73. Being able to resolve customer service problems without interacting with a human makes customers feel good about themselves – and the company. Adweek plant that 64% of consumers say being able to resolve a customer service upshot without talking to a live person makes them feel good about themselves and the brand. Twitter: @Adweek

74. Nearly half of consumers expect a response within v seconds or less when interacting with a chatbot. According to Migrate'due south 2020 State of Conversational Marketing report, 46% of survey respondents say they expect a response from a chatbot within 5 seconds. Twitter: @Drift

75. Virtual client administration reduce calls, chats, and e-mail inquiries significantly. Gartner reports that organizations feel a 70% reduction in call, conversation, and email inquiries afterwards implementing a virtual customer assistant. Twitter: @Gartner_inc

76. Most consumers who interact with chatbots have a positive experience. According to Uberall, lxxx% of people who have interacted with chatbots report the experience as positive. xvi% said their experience was "somewhat negative," and iv% reported a "very negative" experience. Twitter: @getuberall

77. AI chatbots allow customer service agents to spend more time working on complex problems. Co-ordinate to Salesforce, 64% of agents with AI chatbots spend most of their time solving more complex issues, compared to l% of client service agents without AI chatbots. Twitter: @salesforce

78. About one-half of consumers believe that AI will decrease customer service satisfaction. Co-ordinate to Blumberg Majuscule, 43% of consumers say they feel that AI will lead to a subtract in satisfaction with customer service and an increase in complaints. Twitter: @BlumbergCapital

Organizational customer service metrics to track in 2021

79. Customer satisfaction (CSAT). "CSAT (Client Satisfaction) is a measurement used to quantify the degree to which customers are satisfied with a service, product or feel. In most cases, the term 'CSAT' is used in connection with 'CSAT score,' which refers to the numerical measure out of customer satisfaction. Brands and marketers use CSAT scores to plant a customer'due south level of satisfaction at specific interaction times, such as during a support ticket exchange, the moment of purchase, a phone conversation with client service, or during the onboarding process." - What is CSAT? Definition, How to Measure CSAT & Tips, CallMiner; Twitter: @CallMiner

80. Customer effort score (CES). "CES is a single-particular metric that measures how much endeavour a customer has to exert to go an outcome resolved, a request fulfilled, a product purchased/returned or a question answered. The idea is that the client will be more loyal to brands that are easier to practice business with. Past focusing on reducing customer effort, you'll create a better feel for your customer." - Customer service metrics: Definitions, examples and tips, Qualtrics; Twitter: @Qualtrics

81. Net Promoter Score (NPS). "Request the ultimate question allows companies to track promoters and detractors, producing a clear measure out of an organization's performance through its customers' eyes, its Internet Promoter Score. Bain analysis shows that sustained value creators—companies that achieve long-term profitable growth—have Net Promoter Scores (NPS®) two times higher than the average visitor.

"To calculate NPS, first with the ultimate question, 'How likely are yous to recommend us to a friend or colleague?' and score the answers on a zero-to-ten scale. Your Internet Promoter Score is simply the per centum of customers who are promoters (those who scored ix or 10) minus the percentage who are detractors (those who scored 0 to six)." – Measuring Your Net Promoter Score℠, Net Promoter System, Twitter: @NetPromoterSys

82. Customer retention rate. "Customer retention charge per unit designates the percentage of customers the visitor has retained over a given fourth dimension flow. Retentivity rate is a reverse side of churn rate, which shows the percentage of customers a company has lost over a specific period. The importance of retention rate every bit a metric varies depending on the industry, for instance for businesses providing services or selling software goods, customer memory is crucial and it directly affects profitability of the business." - , Bitrix24; Twitter: @bitrix24

83. Client churn rate. "The churn rate, also known as the rate of compunction or client churn, is the rate at which customers cease doing business organization with an entity. It is most ordinarily expressed as the percent of service subscribers who discontinue their subscriptions within a given fourth dimension period. Information technology is besides the charge per unit at which employees go out their jobs within a certain catamenia. For a company to aggrandize its clientele, its growth charge per unit (measured by the number of new customers) must exceed its churn charge per unit." – Jake Frankenfield, Churn Rate, Investopedia; Twitter: @Investopedia

84. Existing client revenue growth rate. "Existing customer acquirement growth rate is very important for your concern.

"A climbing rate would imply that your marketing, sales and business relationship teams are doing a groovy chore at motivating customers to increase spending. Information technology too means that your customers are quickly realizing the value from your engagement.

"Conversely, a floundering or falling growth rate should put your success team on alert.

"A stagnant existing client acquirement growth charge per unit could likewise be dangerous for your business organisation. After all, acquiring a new customer is actually four times more expensive than upselling to a electric current one, thereby hampering your organization's ability to scale." – Oren Smith, 10 Client Memory Metrics & How to Mensurate Them, HubSpot; Twitter: @HubSpot

85. Repurchase ratio. "The repurchase ratio gives you the number of customers who come back to your business repeatedly, divided by one-time purchasers.

"But why measure this ratio?

"Most businesses focus their marketing budgets primarily on acquiring new visitors, unremarkably through search and brandish advertising. According to a written report conducted by Adobe, 40% of acquirement in the The states comes from returning or echo purchasers who represent but eight% of all visitors. Numbers are similar in Europe, where 38% of the revenue comes from returning or repeat purchasers who business relationship for 10% of visitors.

"Insights into who your repeat customers are volition allow you lot to alter your marketing strategy, and so that you don't waste product your fourth dimension and marketing budget on customers who are unlikely to buy.

"The idea is to bring your costs per acquisition down, and pull your revenues upward." - Top 6 Metrics To Measure Customer Loyalty, Capillary; Twitter: @capillarytech

86. Renewal charge per unit. "The Renewal Rate is an obvious one to track past production, because information technology informs the lifetime value of the sales you're making. This metric is crucial for understanding whether the effort your sales and marketing teams are spending on a per-product ground is paying off in the long run, and should therefore exist shared with your product team.

"If your sales reps are spending time and energy selling a product, you want to make certain that your customers utilize it, get value from information technology and continue to use it. If customers aren't renewing, then in that location is probably some piece of work that the product team needs to do to brand the product more than valuable to the end-user." – Gregory Keshian, half dozen Cantankerous-Sell Metrics Every B2B Sales Leader Should Track, Brainshark; Twitter: @brainshark

87. Upsell conversion charge per unit. "Upsell conversion rates track the number of purchases that customers make in a higher place and beyond the initial product they set out to buy.

"This is peculiarly relevant to e-commerce companies, although all types of companies can and should offer upsells after customers purchase their products and/or services.

"Why Should I Care?

"The additional marketing costs of making an upsell is generally zero.

"Every bit such, upsells tin can dramatically improve a company'southward profitability." - Metric of the Week: Upsell Conversion Rates, Guiding Metrics; Twitter: @GuidingMetrics

88. Cross-sell win charge per unit. "It'southward disquisitional to empathize new business win rates and cross-sell win rates for each of your products then you tin can found a baseline to measure progress. Having this information in hand will help you decide which production to lead with when talking to prospects. In many cases, companies have one product with very high new business win rates to use equally the tip of the spear to land net new accounts. Then, they take multiple chances to generate cross-sell opportunities past having conversations with those customers about other products." – Gregory Keshian, 6 Cross-Sell Metrics Every B2B Sales Leader Should Track, Brainshark; Twitter: @brainshark

Operational customer service metrics to runway in 2021

89. Boilerplate handle time. "Boilerplate handle fourth dimension, or AHT, is a vitally important call center KPI. In the simplest terms, AHT is the average time it takes to handle a telephone call or transaction from commencement to stop – from call initiation, to hold time, to talk time, and all the fashion through to whatever related tasks an amanuensis must perform post-phone telephone call to resolve that telephone call.

To calculate AHT, add your full talk time + total hold fourth dimension + total later-call tasks, and then split by the number of total calls. That is your average handle time." – What is Boilerplate Handle Time? Challenges, Examples, and Best Practices for Improving AHT, CallMiner; Twitter: @CallMiner

90. Average ticket count. "Your average ticket count measures the average number of customer service or support tickets your team receives. You can measure these on a daily, weekly, monthly, quarterly, or yearly basis … or all of the to a higher place.

"While more than tickets tin be a confirmation that your client service organisation is accessible and working, it can really bespeak customers are having frequent issues — and that your product or service may exist falling short." – Allie Decker, x Client Service & Back up Metrics Yous Must Track, HubSpot; Twitter: @HubSpot

91. First response time. "Outset response time (FRT), or get-go reply time, is a mensurate of the number of minutes, hours, or days that elapse betwixt when a customer submits a case and when customer service responds. It is sometimes measured in business hours, and sometimes in general hours. To see trends over time, you tin calculate average get-go response time based on a sum of all starting time response times divided by the number of resolved tickets.

"Note that start response time is different than average reply time, which measures how rapidly customer service organizations respond to all letters, not just kickoff-bear upon messages." – What is Outset Response Fourth dimension?, HelpShift; Twitter: @helpshift

92. Number of interactions per ticket. "Your number of interactions per ticket is a measure out of how many times your client service team interacts with the customer while their ticket is open. Substantially, it'south a measure of how many times your team has to communicate with a customer before their issue is resolved.

"This metric shows you how effective each message or interaction from your customer service squad." – Allie Decker, x Client Service & Back up Metrics You Must Track, HubSpot; Twitter: @HubSpot

93. Event resolution charge per unit. "Resolution Charge per unit refers to the rate at which your company fulfills service requests. Information technology'southward worth noting that customers may have different resolution expectations depending on the channel they employ to contact you with a service request. Someone who sends you an email is probably not expecting as prompt a response/solution as someone that calls you on the phone or chats in on the internet." – Metric of the Calendar week: Resolution Rate, Abound.com; Twitter: @goGrow

94. Preferred communication channel. "In order to deliver meridian-charge per unit customer service, it's necessary to know where customers wait to receive back up.

"Continue track of the methods and platforms customers employ to contact your businesses and so you tin allocate resources accordingly. For instance, if you receive a high volume of support requests on Twitter, information technology may be time to open a customer service Twitter account." – Katie Sehl, fourteen Customer Service Metrics to Track and What They Mean, Hootsuite; Twitter: @hootsuite

95. Answer charge per unit. "Answer rate is a key metric to sympathize the efficiency of telephone call centre services. Answer rate is simply the number of calls answered in comparing to the number of calls received by the call center." –What is Answer rate?, Go4Customer; Twitter: @go4customer

96. Average time to resolution time (or boilerplate resolution time). "Time to Resolution is a customer service metric measuring the boilerplate amount of time betwixt when a customer interaction is created and when that interaction is marked every bit 'resolved.'

"Time To Resolution may likewise be called Mean Time to Resolution or Time to Resolve and abbreviated as MTTR or TTR." – Mathew Patterson, Fourth dimension To Resolution: What It Is, Why It Matters, and How to Reduce It, Aid Scout; Twitter: @helpscout

97. User self-service. "User self-service measures the percentage of incidents that are self-resolved by the user, without the assistance of a live agent. Let's say, for example, that the agents on a particular service desk handle 4,000 incidents per month through vocalism, conversation, and email. Another i,000 incidents per calendar month are resolved through user self-service (e.g., through a cocky-help portal that includes a password reset tool). For this hypothetical service desk-bound, the self-service rate is one,000 self-service incidents ÷ 5,000 total incidents = xx% user self-service." – Jeff Rumburg, Metric of the Calendar month: User Self-Service, HDI; Twitter: @ThinkHDI

98. Ticket backlog. "Ticket excess is the number of unresolved tickets in your queue at the terminate of a given period. For instance, if your support team works Monday through Friday, you lot might wait at ticket backlog at the cease of the mean solar day on Fri to see how many customers will have to await until Mon for their result to be resolved." – Pinnacle v customer back up metrics to help you improve customer relationships, Geckoboard; Twitter: @geckoboard

99. Boilerplate later-call work time (or post-telephone call processing time). "Subsequently telephone call work includes all tasks which crave completion once your contact centre'south agents telephone conversations with customers are finished. While there are a number of things that take place exterior of phone calls in a call middle, "after telephone call work" refers to the specific things completed by the reps and customer service agents who really take the call." – What is Afterward-Call Piece of work (ACW) or Post-Telephone call Processing? Tips, Industry Standards & More than, CallMiner; Twitter: @CallMiner

100. Average call abandonment rate. "Call abandonment is when the caller hangs up prematurely, either earlier an agent tin can respond their question or address their business, or every bit an agent is trying to help them. Measuring the rate of call abandonment allows you to measure the success of telephone call center customer service and experience.

"Generally speaking, a call center abandonment rate between 5% and 8% is manufacture-standard. If the rate hits 10%, you're getting into "loftier" territory. Though the mobile world that nosotros're at present living in has certainly complicated things to a degree, as studies have shown that here call centre abandonment rates tin reach as loftier as 20%." – Corey McCraw, What is Call Heart Abandonment Rate & Why it Matters, GetVOIP; Twitter: @getvoipreviews

101. Average speed of respond. "Average speed of reply is defined as the boilerplate amount of time it takes for a call center to answer a phone call from a client. Included in this metric is the fourth dimension a caller waits in a queue. The time it takes to navigate through an IVR arrangement is not factored in to ASA." – Robert Stanley, How to Measure & Better Phone call Middle Average Speed of Answer, CallMiner; Twitter: @CallMiner