13 Most Important Help Desk KPIs to Track and Measure Help Desk Performance

It doesn’t matter the form of communication; it could be via email, live chat, telephone, or in-person—as long as it’s standardized across your support operations (for a fair assessment). Moreover, Zendesk provides an impressive suite of agent productivity tools. The guided mode helps you queue tickets more strategically for your agents to speed up response time. On the other hand, skill-based routing helps lineup tickets and relay them to the ‘most qualified’ agent. Most importantly, Zendesk provides the tools agents need to collaborate with their colleagues through add-ons like Slack.

Customer satisfaction is a measure of how pleased your customers are with the quality of service provided. A common method that businesses use to determine this is by sending surveys to customers after every support interaction. By analyzing the responses on the surveys and gathering feedback, you can spot what’s working and what needs to be improved to provide better service experiences. It provides insights into the current demand placed on your support team, trends, and other underlying issues.

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In business, a key performance indicator is a measurable value that determines how effectively a company is achieving its key objectives. KPIs are used at different levels to gauge the success of an organization in hitting its targets. “If you can not measure it, you can not improve it,” said Scottish scientist William Thomson. This adage underscores the relevance of establishing and applying KPIs in any organization regardless of its nature. These identifiers are flexible enough to encapsulate many of the major areas of a department like customer support.

A metric reserved for phone calls, call abandonment rate measures how many callers hang up before speaking to a service agent. Talkdesk reported that the three industries with the highest average abandonment ratewere the government and public sector (7.44%), transportation and logistics (7.4%), and healthcare (6.91%). Knowledge base views have nothing to do with customer interaction with an agent. It enables companies to identify trends in customer issues based on the volume of their searches. A service desk, often automated, is a program that manages the communication between a company and its customers.

#3 Use an omnichannel customer service software

This means prioritizing employee retention for onboarding is the industry standard, and improving it, along with employee engagement, will likely earn your company dividends. The same rationale of applying KPIs follows for other company departments and activities. kpi for support team For a closer look at project management metrics, consider these other examples of KPIs. When exploring financial metrics, you’ll frequently find these examples of KPIs in use. Choosing the best KPIs for the job is a process with specific (but simple!) steps.

By looking at these metrics every week, you can make sure you’re keeping up with demand and identify trends in ticket volume. Everyone knows that no ticket should be unresolved, but it’s easy to forget that a TIMELY response is essential for user satisfaction. When I first started to work at Intercom as a Customer Support Representative (CSR), KPIs were completely foreign to me. I had previously worked in the television and film industry, where there was an entirely different metric – either I delivered high quality work on time or I didn’t, and I was out.

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You don’t want to keep customers waiting, even in prolonged conversations. Calculating your average first response time is relatively simple — most helpdesks will report this number for you. If you don’t have a helpdesk, you can find first response times for tickets by comparing the time stamp when you first received the customer request with the timestamp of the first response. If you received the message at 8 AM on Monday and respond at 8 AM on Tuesday, your first response time is one day.