🚀 What is the Best KPI to Follow for an Indie Hacker doing Customer Support alone?
As you know, we all need a North Star. A north star that we can follow in every part of our lives. For a while, I've been working with different Customer Support teams to understand their problems, their main challenges and daily routine. After I while I decided to put some of the know-how in the article below.
https://atlasmic.com/blog/best-customer-service-kpi
On the other hand, I'm wondering what are the Key Performance Indicators that you use, when running Customer Support for your startup? Do the KPIs differ from the ones that large teams use?
TL;DR, the article mentions CCR, customer satisfaction, average response time, resolution rates, individual agent performance plus support costs against your revenue as the most important factors.
We don't keep a list of KPI's for customer support but we focus on giving our customers the best support possible. We're less concerned about average response time and more concerned about helping our customers solve their problems. Obviously response time is important in the overall satisfcation of your customers, but I believe it's more important to solve their problems correctly.
Our company policy is to respond within 24 hours but we typically get back within a few hours which I think is more than resonable. Again, our main focus is making sure we give each customer a detailed response while trying to solve their problem instead of rushing to answer tickets within x minutes of arrival.
Our team is very small and my co-founder and I still help with the support queue. I think providing this type of support is much harder as your team grows.