Customer Service Measurement

Table of contents

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How To Lower Average Response Times to Meet Customer Expectations

Average response time or ART is the average time a customer has to wait for a response.
13 min read . By Jordan Miller
By Jordan Miller

How to Measure & Improve Customer Service ROI

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.
13 min read . By Elise Kubicki
By Elise Kubicki

25 Customer Service Metrics & KPIs + How to Track Them

Review our most recommended customer support metrics to track your support team's progress and improve processes.
29 min read . By Jordan Miller
By Jordan Miller

Ecommerce Churn Rates: Measure and Reduce Lost Customers and Revenue

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.
18 min read . By Ryan Baum
By Ryan Baum

What Is Ecommerce Retention Rate? (And How To Improve It)

The average ecommerce retention rate is 31%. Learn how to calculate your customer retention rate and find out how to improve this metric here.
10 min read . By Ryan Baum
By Ryan Baum

First Response Time: Your Guide to Understand + Lower the Metric

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

How To Calculate Net Promoter Score: NPS Formula, Tools, & Tips

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

13 Live Chat Support Metrics to Measure and Improve Your Chat Strategy

Find out which metrics help you make stronger decisions about your ecommerce site's live chat.
15 min read . By Lauren Strapagiel
By Lauren Strapagiel

Live Statistics for teams who want to perform

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.
6 min read . By Ilke Akcasoy
By Ilke Akcasoy

12 Customer Satisfaction Metrics to Track & Why CSAT Isn't Everything

Monitoring customer satisfaction can help your ecommerce brand reduce churn, net repeat purchases, and grow — and CSAT is not your only option.
13 min read . By Ryan Baum
By Ryan Baum

NPS Survey Best Practices for the Best Response Rate

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.
12 min read . By Ryan Baum
By Ryan Baum

A Guide to Resolution Time: How to Measure and Lower It

Resolution time is a metric to measure how quickly you resolve customer issues. See how your support resolution time stacks up.
15 min read . By Bri Christiano
By Bri Christiano

Repeat Customer Rate: Your Guide to Track & Improve the Metric

Repeat customers are a revenue-boosting engine. Learn how to track repeat customer rate to boost revenue and increase loyalty with your brand.
8 min read . By Megan Wenzl
By Megan Wenzl

SLA Best Practices for Effective Support Ticket Management

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.
8 min read . By Christelle Agustin
By Christelle Agustin

How to Evaluate the Effectiveness & Impact of Your Customer Service Team

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.
21 min read . By Roma Yumul
By Roma Yumul

22 Live Chat Statistics You Need To Know in 2023

Review the most up-to-date list of live chat statistics and assess whether to make the leap into live chat customer service.
11 min read . By Ryan Baum
By Ryan Baum

9 Ways To Improve Your CSAT Score and Response Rate

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

7 Ways to Improve Your Customer Service Response Times

Review our helpful guide to reducing your customer service response times and improving customer satisfaction across the board.
11 min read . By Astaeka Pramuditya
By Astaeka Pramuditya

Repeat Customer Rate: Your Guide to Track & Improve the Metric

Repeat customers are a revenue-boosting engine. Learn how to track repeat customer rate to boost revenue and increase loyalty with your brand.
8 min read . By Megan Wenzl
By Megan Wenzl

SLA Best Practices for Effective Support Ticket Management

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.
8 min read . By Christelle Agustin
By Christelle Agustin

How to Evaluate the Effectiveness & Impact of Your Customer Service Team

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.
21 min read . By Roma Yumul
By Roma Yumul

FAQ

Create powerful self-service resources
Capture support-generated revenue
Automate repetitive tasks
Create powerful self-service resources
Capture support-generated revenue
Automate repetitive tasks

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