Customer Service Dashboard: Manage Team, Happier Customers

Why do you need a dashboard?

To provide the key insights into your customer's satisfaction towards the products and customer service, as well as the team's performance

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1.  What is a Customer Service Dashboard?

A customer service dashboard keeps track of the open and outstanding cases based on priority and request type. It also provides insight into on average how quickly cases are resolved based on the customer service representative and highlights issues that may have remain unresolved for long periods of time. After a customer is serviced, the feedback score also highlights the relative performance of the customer service representative. This could allow the team manager to take decisive actions to address and correct issues to improve the overall branding and image of the company.

2. Why is a Customer Service Dashboard Important?

Customer service is a key interaction point between the business and the customers. Having a good customer service results in greater customer retention and loyalty. Having a customer service dashboard provides key insights into the overall health of the customer service team.

For example, if there is a sudden influx of customer service request due to larger increase in sales, it can be quickly identified and more recruitment would be necessary to cope with the demands. This level of responsiveness enables all customer's issues to be resolved at the earliest possible time.

With hundreds or thousands of requests, having an overall picture provides better understanding on the areas to tackle. For example in a SaaS business, there may be certain features which is experiencing issue. This can be feedback quickly to the development team, which could put up a quick notice on the page where user interacts so as to reduce the number of feedback. This allows the development team to quickly work on resolving the issue, while ensuring that the customer service team respond to other more important requests.

3. What are the key metrics of Customer Service Dashboard?

Satisfaction Score - The average scores submitted by client as feedback on the customer service experience.

Net Promoter Score - Score for how likely customers are willing to promote your product or service to others

Open Cases - The remaining name of cases which are still unresolved or pending closure.

Service Ratio - The average number of cases handled per customer service agent.

Average Ticket Response Time - Average time taken to respond to a new ticket

Average Ticket Close Time - Average time taken to close a ticket

4. What other insights can we get?

Having insights into your customer service team's performance in fundamental to introducing necessary changes to improve a customer's experience. Feedback sessions can be held so that sharing of best practices help to elevate the entire performance of the team. The best performing agents can also be rewarded to promote excellence and improve the company's image.

Customer service dashboards can be linked together with metrics on new customers from sales. This could show if there was any correlation, since better customer service could lead to word-of-mouth advertising. These insights could reinforce the need for strong customer service in the company. Likewise, insights into the sales growth could help prepare the customer service team and plan for growth as necessary. When these dashboards are automatically updated regularly, it makes the teams more adaptable and responsive.

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