Data Berry

Here is actually a list of 7 metrics which you can use to assess the worth and effectiveness of your customer service portal. This really is a good jumping off point for modest to medium producers who are thinking of placing up a committed client service portal.

What do we want to measure?

1. Measure the quantity of exceptional visitors to the customer service landing page. This provides you having a gross estimate of how many consumers are getting issues with you product.
2. Determine the leading 20 solution pages inside the consumer assistance technique. Is there one particular or two solutions that make up a considerable percentage of one's help problems
3. How lots of return visitors do you could have? If shoppers preserve coming back, you will need to be fixing their issues.
4. Did this solve your issue? How several occasions did the customer answer no?
5. Did this solve your issue? How lots of instances did the consumer answer Yes? Wow you got this one proper.
6. Variety of direct hyperlinks to support solutions. These hyperlinks are invaluable, they represent a completely integrated program, exactly where your assistance staff, utilizes the technologies that you simply have developed.
7. Typical time on web page. Are your consumers disillusioned by the complexity of one's assistance web-site? Deliver the content material to address client issued, make it easy to navigate.

So these 7 bits of data ought to get you pondering about what you need from customer service portal.