AI Chatbots

10 Important KPIs and Metrics your Customer Support Team Should Be Using in 2024

Ali Chmabers2024-03-01T08:40:44+00:00170 Key Performance Indicator KPI Examples & Templates Your ticket backlog is a measure of how many unresolved tickets are waiting to be handled by your customer service team. This metric can also be measured against daily, weekly, or monthly increments. Your average ticket count measures the average number of customer service or support tickets your team receives. You can measure these on a daily, weekly, monthly, quarterly, or yearly basis … or all of the above. Customer satisfaction measures how...

5 Advantages of Customer Service Automation

Ali Chmabers2024-02-29T03:55:02+00:00Automation in Customer Service: Use Cases, Benefits, Best Practices in 2024 In most cases, it’s implemented by adding automatic responses to users’ queries or integrating artificial intelligence solutions. Automation and bots work together to route, assign, and respond to tickets for reps. Then, reports are automatically created so support teams can iterate as needed to improve the customer experience. However, the best technological investment to achieve automated customer advantages of automated customer service service is to pick a customer service software...