After integrating Solevato customer support platform to all your social media platforms, website, email, it’s time to understand a few metrics. It is important to understand the metrics to measure or monitor your business outcomes through. By understanding these metrics, you will understand how to make customer support more efficient.
Here is a breakdown of what you will gain from Solevato customer support platform
1. Ticket volume
With Solevato’s ‘reports’ section, you will be able to track the total number of supported tickets received by month, week, and day.
It helps you understand how many customers need support and whether your team is equipped to
2. Agent performance analysis
This metric helps you know the number of tickets solves by agent, resolve time per agent, satisfaction ratings per agent
In fact, it helps team leaders to identify their top performers and understand who may need more support and training.
3. Response time
This metric calculates the average time it takes for your team to reply to a customer’s inquiry because the faster the response time the efficient the customer support is.
4. Resolution time
This metric measures the time taken by your agents to resolve an issue. This helps you to understand the efficiency of solving tickets and customers’ inquiries.
5. Customer satisfaction
After answering an inquiry or resolving a ticket, Solevato asks customers to rate their experience. This helps your business to understand the areas that need improvement and to constantly enhance your customer support.
This gives you direct feedback and understanding on how your customers are finding their experience, allowing you to identify areas where you need to grow or improve.
6. Sentiment analysis
This metric helps you understand the tone of customer messages (positive, neutral, negative).
Are you ready to get started with Solevato? Create your free account now! or if you have already created a free account and want to start integrating your social media, here is your guide