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Tracking Customer Service With Analytics

Tracking customer service can save time and money. Here are some good tips on tracking customer service with analytics that your business should be taking into account.

“It’s harder to quantify your team’s ability to WOW customers, but WOW-factors are essential in building a word-of-mouth presence among customers and to keep them coming back.”

  1. Total Volume By Channel
  2. Response Time
  3. First Contact Resolution Rates
  4. Hold Time and Abandonment Rates
  5. WOW Moments

How to Track Customer Service With Your Analytics | Source: The KISSmetrics Marketing Blog by Lars Lofgren