Speaker 1: Reports to look out for in your customer service system for a successful customer experience. Hi customer experience community, this is Dominik, welcome to another video. Today we're going to look into reports to look out for in your customer service system so you have a successful customer experience for your customer base. Let's unpack what this means. I will show you some reports that I've noticed that are important for the customers that I've been working with. From the decade of experience of working as a customer experience consultant and the Zenith consultant, and having completed over 300 projects, I've noticed some of the companies that are the most successful do these 10 KPIs well. If you do these KPIs well, then you will also be successful. So let's just watch what other successful companies do so we can maybe get inspired. This video is dedicated to business owners, directors of customer service, directors of customer experience, and whoever has the best interest at heart for your company to succeed. This video is also dedicated to companies that do good in the world, have good products that benefit people and give value in people's lives. Now, if that's you, then let's hop in and see what these successful KPIs look like. Now, I have 10 examples of what I've noticed successful companies use, and this is the reason why they are successful. I'm applying these metrics into our own business, and I've noticed that if I do them well, then companies come back to do more business with us. Hopefully this will bring you value. Let's go. First reply time. Let's first understand what the first reply time is. First reply time means the time it takes from when a ticket comes into the customer service system and until it's being answered by a human. Not automated replies from triggers or other business rules, but a human has to get back. So in order for first reply time to be successful, you have to do it within two hours if you are using the email channel, within two minutes if you are using a telephony system, and within one minute if you're using a live chat environment. If you do these well, then your customers will like you and will want to do business with you in the future. There's nothing more frustrating than wanting to get support and needing help with the service or with a business and not getting it in a timely manner. Customers are starting to be very demanding because competition is always doing it better. So if you want to be in the top, then you have to do these well. Now, this is an art in itself, having a good first reply time. So you have to have a very well configured customer service system. Now, if you can see my screen, I am using Zendesk for this purpose, and I'm in the explore dashboard of Zendesk, and I'm looking at first reply time medium. I have a reply time of 271 minutes, which is not great, and I need to do it better. But this is where you can find it in your Zendesk support. So keep this below two hours for email. Keep it below two minutes if you're using telephony or phone, and keep it below one minute if you're using live chat. Now for social media responses, keep it below one hour. Ticket resolution time. Ticket resolution time means from when a ticket comes into the customer service system and until you set it to solve, or you close that customer service request. Now, this varies from business to business because not every industry is the same. So if you're delivering pizza, it's not as if you are selling insurance. So the time it takes for you to solve a request might vary. Because first resolution time is not a one-shoe size at all, depending on your industry and your experience, you will be able to set the right expectations for your customers. When they first reach out, you get back to them and you tell them, hey, I'm on top of this, and usually it takes between two to four hours, two to three days, or however much it takes for you to solve a request. Best practice here is to set longer expectation times and over deliver. So what this means is you set a longer expectation. Let's say you can get it solved within two days. You tell the customer that, and then you can solve it within one day, and then you have overachieved and the customer will be impressed and they will like it. What customers enjoy the most is when you are accountable and you put a sense of urgency to your request. So if you over deliver on your promise, customers will enjoy it and they will do business with you again. Even if you were in the wrong, customers are ready to give you the benefit of the doubt and give you another chance if you solve their problem. Type of request. The type of requests that come into the system are essential for you to understand how your business is doing. You want to have your tickets categorized based on what your customers are asking for. This way, you'll be able to make smarter business decisions. For example, if your customers are asking for how to solve my password, how do I get an invoice? How do I download the product? Then you can create articles in your knowledge base to answer these questions. Afterwards, you can apply an AI or an artificial intelligence to deal with these kinds of repetitive requests. Another example of a type of request. If somebody is having trouble with the delivery, maybe in an area your delivery company or delivery partner is not doing a very good job. So you might be able to call them up and say, hey, you're actually delaying these orders too long. So I need you to step up and do a better job. Or another example. Your customers are complaining about a service that you're providing or a product that you're selling. Well, this indicates that you have to either fix a bug or improve the product. Now, this, of course, requires accountability and responsibility and a little bit more effort. But that's why successful companies are ahead because they take accountability for these kinds of issues and they better their products or services. As you can see in my example of my shared screen, I have here what is relevant to our business, the types of requests. So you can see this pie chart. I have backend integrations. I have guide customization requests. We have consultancy requests, license, onboarding, etc. And I can see how many have come in in the past month. And I can actually make better decisions based on what has come into the system. One-touch tickets. What are one-touch tickets? Well, it's when an agent solves the ticket within one touch. So if this is a high number, then this is very good news. Why? Well, because your customers are asking questions that your agents are able to solve within one reply. So what this means is you can create articles in your knowledge base or you can create automations to get rid of some of these one-touch tickets. The higher this number is, the better news for you. Now, if you automate, you obviously save agent time and you save company money. So very good news for you. Hop on it. Agent performance. Agent performance is key to having a successful customer service system. In your reports, you'll be able to see how well your agents are doing. You can see how efficient they are, how fast they reply as a first reply time, and how fast they solve the tickets. Now, this is very good insight because it can tell you how well your agents are actually trained. So a very fast indicator of them lacking in performance and not knowing how to solve tickets is by essentially looking at their performance. So whoever is lacking behind can get a training and can get up to speed and be productive as everyone else. Or as I've noticed in large teams of 100 plus agents, some of the agents are cheeky and they cherry pick tickets and they only take the ones that are easy to solve while leaving the ones that are more complicated to their peers. That is not fair, that is not nice, and you can see it in reports. Customer requests coming in via channel. This means that how many requests coming to the system in what channel? And your channels might be email, phone, chat, social media. And now your social media can be broken down into multiple channels. Facebook Messenger, Instagram Direct Message, Twitter, WhatsApp, Line, etc. This is a very good indicator for you where your community is hanging out. Now why this is important is because if they congregate or if they hang out more on Facebook or they like WhatsApp more, then you should maybe assign more agents to deal with that channel. And why you'd want to do that is because this is a strategic decision that will help you cater to your customers and meet them where they are. Customers love that stuff. And they're more likely to do business with you if you're there where their friends and family are. So do this well and you will win the hearts of your customers. SLA breaches or service level agreement breaches. Service level agreements are a commitment from you to your customer that you will solve their request within X time. Now this varies from business to business and I don't know your industry, but this is something which is crucial for you to solve requests. SLAs prioritize tickets and they put them up the queue so your agents see them and answer them in a timely manner. If you set the SLAs well and you respect them and you keep your promises, then you will have nothing but to gain. For example, your first reply time will improve, your resolution time will improve and your customer satisfaction will improve. So watch out for these metrics. See if they're being breached and if they're being breached, create some business rules to make sure that an agent receives a notification when an SLA is about to be breached. This way, they'll be able to keep a closer eye and answer in a timely manner. Better customer satisfaction, more business, great for you. Customer satisfaction. Now customer satisfaction, as you know, is the most important metric that you can measure within your customer service. It is a direct link to how well your customers are receiving you, your service or your product. Now keep in mind, every interaction your customer has with your brand is a touch point. In essence, I'm explaining customer experience and if you're doing this well, then your customer satisfaction will increase. The advice that I can give here for best practice is to ask for customer satisfaction for any kind of request. Don't be afraid to ask for honest feedback. Your customers will be honest with you and will give you direct indication on how you can better your service or your product. I know, this is a lot of accountability to take on. But I've seen many companies, the unsuccessful ones, that are avoiding to receive customer satisfaction for some types of requests because, oh, the customer is upset. Well, yes, they are. And they should because, you know, they are the customers. They are the ones who are paying the rent for you, for your agents, and everyone's salary for that matter. So even if the customer is wrong, let them be wrong with dignity, but still ask for feedback. Chatbot performance or flow builder overview. Now why this is important is because you can see how well your bots are doing. Setting up bots is not something set in stone, but you have to make it better day by day. You have to have somebody that looks at these and sees if they are actually being helpful or actually being a nuisance to your customers. You want your bots to be helpful, not necessarily annoy your customers. There's nothing worse than having an interaction with a bot that can't help you. It's time to embrace artificial intelligence because it can help us decrease costs and it can help us solve the repetitive request. Not to worry, it won't take over our jobs, not yet. What it will take over, however, is repetitive tasks that nobody enjoys doing anyway. So make sure that you do this flow builder or you make your chatbots efficient so that they answer repetitive requests. Make it very clear what you can help the customer with. Don't necessarily try to solve everything with it. Try to solve whatever falls into the category of one-touch tickets, for example. You can start from there. See what articles you can write for things. See, for example, if you can answer, where is my order? How do I change my password? And very repetitive types of requests, which nobody wants to do anyway. Search queries in your FAQ. Search queries in your guides or in your FAQ system is a direct indication to what your customers want to find out. So if you don't have articles written for whatever customers are searching for, then guess what you need to do. That's correct. You need to add articles for those keywords that customers are looking for. You can also tweak your knowledge base so that these more important keywords are showing up higher in the search result. You can also show them in promoted articles or you can dynamically populate these most popular articles or search keywords so that your customers are able to access them quicker. Keep in mind that 80% of customers are looking for the same thing. All right, I hope this was useful for you. This is the video. I hope it brought you value. Don't forget to subscribe or tell me what you actually think is important to look out for in a successful customer service system. This all in all, what it does is it comprises a good customer experience for your customers. So I don't know. I hope these KPIs are useful for you. I'll see you in the next one. Bye.