Having to allocate time and engage with your customers can easily turn into an overwhelming practice. Moreover, it could lead to conspicuously fragile situations that could damage your business. This means that you can’t afford any degree of slack in your customer service performance or coordination.
CRM-based customer service metrics lets you readily measure and follow your actual service performance. As these are derived based on solid-integration into ongoing activities, it is also a true reflection of the service processes and activities.
CRM service metrics are accurate and comprehensive
By CRM integration, you can turn them into the focal point for managing all customer interactions and activities.
This enables you to record and retrieve each and every relevant metric – including issue resolutions, waiting times, resolution times and acquired resolutions – that could help you evaluate and increase your service agility.
By consistently following these service metrics, you can also consistently improve upon them, leading to an all-around increase in customer satisfaction.
In this article, we will discuss the five main metrics of customer service evaluation that could make the quickest improvement to your service quality. These metrics can also improve multiple aspects of your service quality, leading to overall quality improvements.
1. Measuring Requisite Time for each Issue Resolution
CRM integration allows you to ensure that you aren’t swaying between opposite ends of issue resolution time.
With ticketing CRM time alarm, you can proficiently set and manage the time required for resolving each issue. Consequentially, you can also tag each incoming customer query with a time tag. After passing a certain time limit, these queries could raise an alarm or get transferred to an alternate authority.
By following tag-based issue resolution system, you can create systematic iterations to bring down the resolution times. This can also be a way to efficiently manage and consolidate your customer queries.
2. Counting Number of Interactions / Issue
According to hbr.org, issues that go beyond three queries are seeds of future customer dissatisfaction and mistrust. By means of CRM-based cross-integration, you can add multiple communication channels to the same user account.
This challenge could be simplified through creating definite customer journey timelines that records issues at each time point. CRM integration also helps you to channel issues to the right desks, avoiding the necessity to go through unnecessary verticals. This allows you to record and follow-through with the thread of each particular customer communication.
It helps you manage the string length of customer queries during the resolution of each issue.
3. Providing actual Round-the-clock Resolutions
Having to actually establish and maintain 24×7 resolutions is a steep challenge for most companies. In most organizations, the night time issues are left accumulated to be resolved by the morning crew.
CRM-based issue management allows you to cut back on resolution time for each issue. Similarly, Mobile CRM lets you channel and respond to each particular issue with impunity.
Simultaneously you can raise priority ticketing for urgent issue solutions.
4. Providing Right Support at Right time
A frequently voiced customer complaint is about insufficient knowledge or issue management skills from the executive side. Having to explain the issue for 30 minutes and not have a resolution will take down your customer opinion by a few notches.
Although actual technical proficiency can’t be substituted, a hierarchically organized database can reduce your resolution time and improve its capability. This allows you to directly browse through a set of issues to find resolutions or could be instantly reassigned for better management.
5. Develop Geography-based Customer Services
It’s been found that businesses could incrementally increase satisfaction through location-based services. This could be applied for both digital and physical products.
Having Mobile CRM lets you incrementally cut-back on the resolution times for each specific issue. This also helps you receive queries and consequentially assign them to the right employees.
CRM software consolidates multiple customer service metrics on a single dashboard. This lets you constantly follow, iterate and improve these metrics for the overall improvement of your service output. This lets you improve your service quality while also following predefined directives.