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Customer service KPIs to increase loyalty in 2023

Digital Marketing

“Investing time in providing excellent service leads to long-term success” – Jim Rohn

How to evaluate the success of your customer service? KPIs offer a quick overview of your team’s performance.

To help you reach your goals, we’ve compiled a list of key metrics we monitor regularly at tawk.to. These KPIs can benefit businesses of all sizes – from small local shops to multinational corporations – by improving customer loyalty, satisfaction, and sales.

Defining a KPI

A KPI is a tool that assesses progress towards a specific objective – whether it’s related to your company, personal wellness, or sports performance.

KPIs for Customer Service:

Measure your team’s success and pinpoint opportunities for growth through KPIs in customer service. KPIs may include:

  • Volume
  • Excellence
  • Speed
  • Effectiveness
  • Promptness
  • Employee and team success
  • Plus, additional factors.

Why Monitor Customer Service KPIs?

Customer support is often a customer’s initial interaction with a business. A positive experience can increase Lifetime Customer Value and positive reviews, while poor support can lead to negative experiences and potential customer loss.

  • Real-time support is desired by over 95% of consumers (Dimension Data)
  • Negative customer service experiences drive 73% of customers to consider competitors (The Northridge Group)

By utilizing live chat on your website, tracking customer service KPIs becomes simple. Utilize these metrics to motivate your team, acknowledge successes.

Avoid common pitfalls in 2023:

1- Initial Chat Response Time

The first response time measures the average time it takes for an agent to respond to a customer’s chat request. Quick responses instill trust and confidence in customers that support is readily available.

The tawk.to reporting panel offers options to track response time based on date, time, and agent, allowing you to monitor new agents or team performance over time. Celebrate improvement!

2- Unanswered Chats

Unanswered chats represent missed opportunities for engagement and sales. Unfortunately, over 20% of companies fail to respond to chat requests (SuperOffice).

At tawk.to, our goal is zero missed chats. We update agents weekly on the number of chats received and those missed. This way, agents can compare their performance and strive for improvement. Customers receive a weekly report detailing the number of website visits, chats, and missed chats.

3- Customer Satisfaction

Customer service quality is as crucial as product offerings:

  • 79% of consumers and 85% of business customers consider customer experience on par with the quality of products and services offered.
  • A majority (68%) of customers expect empathetic treatment from brands.
  • 89% of customers are more likely to make repeat purchases after a positive customer service experience (Salesforce).

Customer satisfaction gauges the overall performance of your team and highlights areas that may require improvement. Individual feedback can help pinpoint team members who may benefit from additional training or mentorship.

4- Ticket Resolution Time: A Vital Metric

When a customer issue can’t be handled on the chat, it’s important to have a follow-up plan. This is where help-desk tickets come in. These tickets not only start a new email conversation, but they also enable you to track the customer’s query from first chat to resolution.

With 90% of consumers considering resolution as the most important aspect of customer service (KPMG), it’s crucial to ensure tickets are solved quickly to boost customer satisfaction and loyalty. Here are some effective strategies for reducing resolution time:

  • Collaborate with team members via notes and direct messaging.
  • Use pre-written message templates or “Shortcuts”.
  • Assign tickets to relevant departments and experts.
  • Utilize in-house resources with a Knowledge Base.
  • Stay organized with a clear view of each ticket and its relationship to the customer’s previous chats.

5- Prompt Ticket Responses

A recent study revealed that the average response time for businesses to customer inquiries was an alarming 12 hours and 10 minutes, exceeding the typical work day. Surprisingly, 62% of businesses failed to respond at all, not even a basic acknowledgment. (SuperOffice)

Swiftness counts. Customers don’t require ticket responses as quickly as chats or texts, but a prompt follow-up lets them know they can depend on you.

We found that utilizing templates streamlines the process, allowing faster responses to common ticketing inquiries.

6- Knowledge Base Insights

Today’s consumers prefer self-service solutions before reaching out to support. A comprehensive Knowledge Base empowers them to find answers while allowing your support team to handle complex issues.

Monitoring Knowledge Base article views provides insights into the areas where customers seek more help. The analysis of Knowledge Base search queries reveals the most popular keywords and phrases customers use to find answers. Utilize this information to identify gaps in your content strategy, enhance product usability, and even generate ideas for your next video content.

Knowledge Base feedback metrics reveal the efficacy of articles, highlighting those that are effective, unclear, or outdated. At tawk.to, we gather these stats weekly for analysis and evaluate ways to improve articles with low ratings. We ask questions such as:

  • What’s lacking?
  • Can the instructions be made easier to understand and follow?
  • What needs to be updated?

Customer Satisfaction Metrics

The essence of customer service lies in building relationships, not just figures. True connections with real individuals demonstrate to customers that you care. Nonetheless, monitoring crucial metrics can keep your team focused on delivering the exceptional support that customers will rave about to their friends.

At Dreams Animation we have created a plan specifically for you, where we take care of these updating tasks on a monthly basis without you having to pay a salary of what the American market demands today for an expert in these matters. For just $299/month, we can do maintenance, design, and multiple actions to keep you relevant.

Contact Dreams Animation today by calling us at or by making an appointment on our website dreamsanimation.com and grow your business.


Tags: Digital Marketing

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