Two Ways to Improve Customer Support Efficiency｜Use of AI and KPI Metrics
- KPI Metrics
The Role of Customer Support
Challenges Support Operations Face
More Inquiries Than Usual
During the height of the pandemic, the number of inquiries to customer support increased significantly as people spent more time at home, with greater opportunities to make purchases on e-commerce sites. This trend looks set to continue post-pandemic, with one study by Forrester reporting that 53% of support teams have seen an increase in support queries since the start of the pandemic.
Adaptation to Work at Home
Different Procedures for Different Operators
Information Is Not Shared
Is a Contact Management System Necessary for Customer Support?
If you already have an inquiry management system in place, you can improve efficiency by devising ways to use the system. It should be noted that if the system is used incorrectly, operations will not become more efficient.
Two key points to improve the efficiency of customer support operations
“By the end of 2024, 75% of organizations will move from piloting artificial intelligence (AI) to formal operationalization. As a result, streaming data and analytics infrastructure will increase five-fold.”
Advantages of Introducing AI
- Automation of customer support operations
- Operator support
- Predictive analysis
Automation of customer support operations
- Customers will pay more if you set KPIs and provide a high level of service.
- New customers will increase and company revenues will rise. In addition, customer retention and churn rates will improve.
What KPIS Should You Set?
- Conversation Review
- Internal Quality Score
- Reply per conversation
- Response Time
- Average processing time
- Conversation Volume
- Conversations per operator
- Conversations in progress
- Cost per conversation
- First-time resolution rate
Internal Quality Score
- Tone of the operator’s speech
- Technical knowledge
- Usage of help materials
Replies Per Conversation
First Response Time (FRT)
Average Handle Time
Conversations per Operator (Conversations per Agent)
Current Open Conversations
Cost Per Conversation (CPC)
First Contact Resolution Rate
- AI functionality is available
- Easy to analyze