customer support tools

How to Measure the Effectiveness of Customer Support Tools?

To measure the effectiveness of customer support tools, consider the following metrics:
Response Time: Track the average time taken to respond to customer emails.
Resolution Rate: Measure the percentage of issues resolved on the first contact.
Customer Satisfaction: Use surveys and feedback forms to gauge customer satisfaction.
Ticket Volume: Monitor the number of tickets handled over a specific period to understand workload and resource needs.
NPS (Net Promoter Score): Assess customer loyalty and their likelihood of recommending your business to others.

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