Metrics for customer service functions and “rule of thumb” trigger points

10 pts.
Tags:
Customer service
Customer support
KPI
At what point(s) (e.g., metrics, KPI) should a small B2B software provider look to automate their customer service functions?
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When customer service functions no longer increase the bottom line of a small B2B software provider’s operations, then it is time to consider automating customer service functions. Antiquated means of tracking customer support using spreadsheets or the management of multiple email accounts is an indication that it is time to improve company operations by automating customer service functions. The best customer service software offers ticket deflection for the promotion of customer self-service and ticket escalation that advances the most problematic customer service requests. This frees up the support staff for the resolution of more complex issues. Another important feature should be the inclusion of a comprehensive built-in reporting system.

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