If you want to achieve great customer service and boost your company’s reputation, then it’s essential that you have the right goals in place. They can give your team a clear focus and ensure that they always deliver the best possible experience for your customers.
Customer service goals should be relevant, time-bound, measurable and achievable. They should be based around the mission of your business and be easy to track and discuss within your team.
Decrease First Response Time (FRT)
Longer wait times for customers are one of the biggest mistakes digital businesses can make when it comes to customer service. Many customers are dismayed when they have to wait to receive a reply from a customer support agent, and a long FRT can often lead to them turning to competitors for help.
The good news is that you can easily decrease FRT by implementing better communication between your agents and using the right tools to support them. For example, introducing video chat technology can help your agents answer queries more quickly and effectively.
Increase Average Handle Time (AHT)
AHT is a crucial metric to measure because it gives you an idea of how efficient your customer support team is and how effective they are at dealing with issues. This can be a particularly useful metric if you have a large number of customers or complex issues to resolve, as it will give you a better idea of how long it takes your customer support representatives to resolve their customer’s issue.
Improved CSAT scores
Keeping your customer satisfaction score high is an important customer service goal. This is because a high satisfaction rate can have a positive impact on your conversions and customer retention rates. To achieve this, it’s vital that you focus on the three factors that can drive customer loyalty: product quality, value, and service.
Reduced Cost of Contacts
The cost of a customer contact is an important metric to measure because it can have an impact on your bottom line. By reducing the cost of contacts, you can save money in your customer service department and improve your AHT.
This can be achieved by ensuring that your staff are answering all tickets quickly and efficiently. It can also be accomplished by introducing new channels for your customers to use, such as social media and chat.
Increased Employee Satisfaction
When your employees are happy and satisfied with their jobs, it can boost their morale and help them do a better job of supporting your customers. This is especially true if you are able to keep them motivated and engaged with the company through regular performance reviews.
Creating goals is an excellent way to boost your team’s performance and help them feel more involved in the company’s overall strategy. They also create a sense of personal accountability for your team members and encourage them to strive for higher standards.