Episode 203 – Top 3 KPIs from Incite’s CSS West

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A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management.

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Top 3 KPIs from Incite’s CSS West

Use Case

  • Customers are on the go
  • Tweeting, Posting with their thumbs while waiting for the train, in a cab, at the airport
  • They think of items to complete quickly from their to-do list or have last-minute travel needs
  • There is anxiety and tension around making sure the issue is known in a short amount of time
  • They need solutions to be simple and may not have access to details
  • They are fine with stating an issue exists and then waiting a reasonable amount of time for an “all-clear” response
  • So these measures are important
    • Customer Effort
    • Initial Response Time
    • First Ticket Resolution
  1. Customer Effort
    • Important because:
      • According to today’s Book of the day, it more clearly indicates customer loyalty than “delighting customers” because customers really just want interactions with your company to be easy.
    • Discussed in Joshua March’s Message Me
    • Top subject of many panels
    • Mentioned by
      • Samsung
      • Citi
      • 2K
      • Alaska Air
      • And more
    • How do I measure it?
      • Question in your customer surveys “How easy was it for you to resolve your issue today?”
    • What should I look for?
      • Increased CSAT
      • Decreased overall volume over time
      • Increased CLTV
      • Increased sales per transaction
    • Find opportunities to improve with Journey Mapping
  2. Initial Response Time: The amount of time it takes to reply to the initial response to a consumer post in a customer ticket/case, etc.
    • Also called Time to First Response
    • Important because:
      • Customers are on the go
      • They expect you to:
        • Respond very quickly to their first inquiry
        • Solve immediately when you can
        • Provide an ETA when you can’t
        • Leave them alone until you solve
        • Provide notice that you have solved once completed
    • How Do I measure it?
      • Tickets
        • Your tool must track entire cases or tickets
        • Then must understand which is the first interaction in that ticket
    • What Should I Look For?
      • Increased CSAT
      • Decreased Overall Volume (because people won’t tweet again to make sure you’ll respond)
      • Decreased AHT
  3. First Ticket Resolution: Basically equates to FCR; however we’re measuring asynchronous tickets and not calls.
    • Important Because:
      • Time is valuable to customers
      • Time is valuable to your company
      • Customers perceive higher effort when they have to call back (rightfully so)
    • How Do I measure it?
      • Tickets
        • Your tool must track entire cases or tickets
        • Then must understand which is the first interaction in that ticket
    • What Should I Look For?
      • Increased CSAT
      • Decreased Overall Volume (because people won’t tweet again to make sure you’ll respond)

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

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About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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