Benchmark email customer support

Here are some key performance indicators (KPIs) to benchmark email customer support:

  1. Response Time:
    • Average response time: How quickly your team responds to customer emails.
    • Benchmark: 1-2 hours for simple inquiries, 2-4 hours for complex issues.
  2. First Response Rate (FRR):
    • Percentage of emails responded to within a set timeframe (e.g., 1 hour).
    • Benchmark: 80-90% FRR.
  3. Resolution Rate:
    • Percentage of issues resolved on the first response.
    • Benchmark: 60-70% resolution rate.
  4. Resolution Time:
    • Average time taken to resolve an issue.
    • Benchmark: 1-3 days for simple issues, 3-7 days for complex issues.
  5. Customer Satisfaction (CSAT):
    • Measured through surveys or feedback forms.
    • Benchmark: 80-90% CSAT.
  6. Email Volume:
    • Number of emails received per day/week/month.
    • Benchmark: Monitor trends and adjust staffing accordingly.
  7. Abandon Rate:
    • Percentage of emails that go unanswered or unresolved.
    • Benchmark: 5-10% abandon rate.
  8. Escalation Rate:
    • Percentage of emails escalated to higher-level support or other teams.
    • Benchmark: 5-10% escalation rate.
  9. Knowledge Base Utilization:
    • Percentage of customers who find answers in your knowledge base.
    • Benchmark: 20-30% knowledge base utilization.
  10. Agent Productivity:
    • Average number of emails handled per agent per day/week/month.
    • Benchmark: Monitor trends and adjust staffing accordingly.

To benchmark your email customer support, you can:

  1. Use customer feedback and survey data to measure CSAT and FRR.
  2. Analyze your email volume and response time to identify trends and areas for improvement.
  3. Monitor your resolution rate and resolution time to ensure issues are being resolved efficiently.
  4. Track your abandon rate and escalation rate to identify potential issues with your support process.
  5. Use your knowledge base analytics to measure utilization and identify areas for improvement.
  6. Monitor agent productivity to ensure your team is working efficiently and effectively.

By benchmarking your email customer support, you can identify areas for improvement, optimize your process, and provide better service to your customers.