How are other companies track support KPIs?

Question

Would love to hear some best practice around how other connectors are driving customer support performance using Intercom Reports and the KPIs within them!

Helen V · Accepted Answer

We track:No of conversations replied toNo of replies sentReplies per convo - to see whether we're rather having conversations or just one-off emails as our info@ inbox is also connected to ICFirst response timeMedian time to closeWe've stopped tracking CSAT at the moment as it became negatively distorted during covid due to our business being connected to the tourism sector and the extremely high uncertainty and problems there. We want to continue with CSAT but maybe in 2021.

Titho · Answer

In terms of inbox and what can be measured;First Response Time and Ongoing Response times via the SLA (pass / fail)CSAT (Top 2 box) so the high end of the emoji scales as a %Conversations closedConversations participated inWhat we would like to measure (but cannot do so easily);Adherence to schedule (time available versus away versus offline against the roster)Quality scoreFirst contact resolution

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