Average response time or ART is the average time a customer has to wait for a response.

Learn why it's important to measure customer service ROI, how to calculate ROI, and best practices to see a boost in ROI from customer service.

Review our most recommended customer support metrics to track your support team's progress and improve processes.

Measuring churn rate is an important part of growing a sustainable ecommerce business. Learn how to calculate it and ways to keep your rate low.

The average ecommerce retention rate is 31%. Learn how to calculate your customer retention rate and find out how to improve this metric here.

Learn why first response time is a key metric to boost customer satisfaction plus learn best practices to lower FRT for your support team.

Learn how to calculate Net Promoter Score (NPS) with our NPS formula, tools, and tips. Measure customer loyalty and grow your business.

Find out which metrics help you make stronger decisions about your ecommerce site's live chat.

Full control, fully remote. Only the metrics you need to know, with the agility to look closer and react quickly. Stay in the know without being physically present.

Monitoring customer satisfaction can help your ecommerce brand reduce churn, net repeat purchases, and grow — and CSAT is not your only option.

Net Promoter Score (NPS) is a metric used in customer experience to measure the loyalty of a customer to a company. Here’s how to evaluate & improve your NPS.

Resolution time is a metric to measure how quickly you resolve customer issues. See how your support resolution time stacks up.

Repeat customers are a revenue-boosting engine. Learn how to track repeat customer rate to boost revenue and increase loyalty with your brand.

We’ll walk you through everything you need to know about SLAs, including what they are, why they matter, and how to track and measure them.

Learn the importance of QA in CX, best practices, tools, and tips to implement QA effectively.

Wondering how to turn your BFCM data into actionable improvements? Here’s what you need to do for your future Black Fridays.

Want to improve the level of service in your ecommerce business? Learn the key metrics and ways to run a customer service evaluation in this guide.

Review the most up-to-date list of live chat statistics and assess whether to make the leap into live chat customer service.

Customer satisfaction is an important metric because it provides insight into data like customer loyalty and churn. Learn how to improve your CSAT score.

Review our helpful guide to reducing your customer service response times and improving customer satisfaction across the board.