How To Help Drive Retention With 3 Customer Service KPIs

In the last two years in particular, online trade has once again experienced a real boom – especially due to the closure of many shops due to the pandemic. With increasing customer numbers, it is extremely important for an online shop to have a well-trained customer service as well as an excellent tool such as Gorgias for example, the helpdesk for ShopifyBigCommerce and Magento online stores.

In addition, new customer acquisition is also becoming more expensive. Of course, you want to keep both new and existing customers in the long term. Understanding and tracking your customer service performance can therefore have a massive impact on your brand. Below are the top three customer service KPIs you can start tracking today to evaluate the customer success program of your company.

All-In-One Customer Support Helpdesk For E-Commerce »

Customer Retention Rate (CRR)

Customer Retention Rate ©Gorgias

E-commerce stores in particular have an average CRR of around 30%. If your brand’s CRR is lower, it could be a sign that your customer support is not as effective as it could be.

Your ability to retain customers is directly related to your success. When customers disappear, so does revenue. You should therefore take action quickly to reverse this trend.

First Response Time (FRT)

Ticket Volume
Support Ticket Volume ©Gorgias

Typically, a “good” first response time is less than 24 hours in a support ticket system, less than 90 seconds in live chat and 3 minutes on the phone. If you reduce the time to first response, customer satisfaction will inevitably increase.

Average Resolution Time (ART)

Average Resolution Time ©Gorgias

This metric provides insight into the performance of customer support team and allows you to identify who may need additional training or support.

Are you still looking for the right helpdesk tool? In Gorgias, you are able to evaluate your customer service data in one centralized platform. Get 2 months FREE when you sign up using below link.

All-In-One Customer Support Helpdesk For E-Commerce »


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