How are Zoho Partners in UK changing the dynamics of evaluating business’ success?
Improving customer support is integral to ensuring that the business rides high on the crest of success. Customer analytics powered by Zoho Reports equips the business with the tools through which it can learn more about the potential consumers. As a support manager, data related with team’s performance can be gauged through key metrics such as incoming tickets, SLA rates, resolution time etc. Although your team may be displaying terrific stats but it doesn’t get translated in terms of customer’s high happiness rating. This is where data analytics fall into the scenario as it will highlight the factors which could be derailing the progress.
Management should deploy a team that studies the customer support data. Here are some of the key metrics which play a fundamental role in boosting customer satisfaction.
Support satisfaction vs resolution time
According to a survey 82% of customers were of the opinion that having their problems resolved quickly led to great customer service experience. Resolution time is one such metric which will tell exactly how satisfied your customers are. A high resolution time indicates that the team was not able to perform its job. When you are aware of the stats and numbers, Zoho Consultants in UK will find themselves in a better position to train their agents better and assign tickets of varied severity levels to suitable agents.
Satisfaction rate vs Deadline compliance
This metric is actually what can make or break a business. A company should focus on maintaining deadline compliance rates if they want to attain high support satisfaction rates. However, don’t use this information in isolation. Instead, use Zoho Reports powered by Zoho Partners in UK to gain deeper understanding. With interactive tools such as filters and drill-downs the company gets to ascertain why the compliance levels may have dropped. The data can be broken down to specific months and agents to gain better insight into the contribution of each agent and list of those agents who fell short of the compliance levels.
Account specific analysis:
You can use account domain details to establish a list of the most loyal customers, what kind of treatment is being given to priority customers, and learn who has the most issues with your service. Having said that, the metric which needs mentioning is ‘Accounts with the Most Unresolved Deals (projects)’. Bear in mind that customers who have had a bad experience will not be willing to do business with the company again. Which is why you should stay proactive and reach out to customers quickly. This will help the company to not just improve their product in the long run but also support quality.
As a business grows, the sales will also go up. Keeping a track of this count will help you understand many other metrics such as business progress, support team scalability, quality, impact on customer support and usability of the product. When you are able to identify those users who have engaged in maximum sales for a certain category or product, you can then up-sell it in bundles and increase your revenue. Zoho Consultants in UK offer an inbuilt dashboard through Zoho Reports for help desk users. Getting to know your customers better will help you address their problems right off the bat and increase satisfaction rates, while also increasing revenue.
