How can you measure customer service on different platforms?

1 Response time

Response time is the average time it takes for your customer service team to reply to a customer inquiry or issue on a given platform. It is an important indicator of how fast and efficient your service is and how well you meet your customers' expectations. A long response time can frustrate your customers and damage your reputation, while a quick response can increase customer satisfaction and retention. You can measure response time by using tools such as help desk software, chatbots, or analytics software that track and report the time between a customer's first contact and your first reply.

2 Resolution time

Resolution time is the average time it takes for your customer service team to solve a customer problem or request on a given platform. It is a measure of how effective and competent your service is and how well you resolve your customers' issues. A short resolution time can boost your customer satisfaction and loyalty, while a long resolution time can lead to customer dissatisfaction and churn. You can measure resolution time by using tools such as help desk software, chatbots, or analytics software that track and report the time between a customer's first contact and the final resolution.

3 Customer satisfaction

Customer satisfaction is the degree to which your customers are happy and satisfied with your service on a given platform. It is a measure of how well you meet or exceed your customers' needs and expectations. A high customer satisfaction can increase your customer retention, referrals, and revenue, while a low customer satisfaction can result in customer complaints, negative reviews, and lost business. You can measure customer satisfaction by using methods such as surveys, ratings, feedback forms, or testimonials that ask your customers to rate or comment on your service quality and experience.

4 First contact resolution

First contact resolution is the percentage of customer inquiries or issues that are resolved on the first contact on a given platform. It is a measure of how well you provide a one-stop solution for your customers and avoid multiple interactions or transfers. A high first contact resolution can improve your customer satisfaction and efficiency, while a low first contact resolution can increase your costs and customer frustration. You can measure first contact resolution by using tools such as help desk software, chatbots, or analytics software that track and report the number of contacts or interactions needed to resolve a customer issue.

5 Net promoter score

Net promoter score is the percentage of customers who are likely to recommend your service to others on a given platform. It is a measure of how loyal and enthusiastic your customers are about your service and how well you create advocates for your brand. A high net promoter score can indicate a strong customer relationship and word-of-mouth marketing, while a low net promoter score can signal a weak customer relationship and potential defection. You can measure net promoter score by using methods such as surveys, ratings, feedback forms, or testimonials that ask your customers to rate how likely they are to recommend your service to others on a scale of 0 to 10.

6 Platform preference

Platform preference is the percentage of customers who prefer to use a certain platform to contact your service over others. It is a measure of how well you match your service channels to your customers' preferences and behaviors. A high platform preference can show that you are offering the right service options and convenience for your customers, while a low platform preference can indicate that you are missing out on opportunities to reach and serve your customers better. You can measure platform preference by using methods such as surveys, ratings, feedback forms, or testimonials that ask your customers to choose or rank their preferred platforms to contact your service.