3 customer service goals to focus on inc. real world examples of how AI helps
Ultimately, what you really want for your customers is greater happiness. When customers are satisfied, they buy more, talk about you in a positive light, and stick around for longer ― sometimes, forever. When you introduce customer service goals using Objectives and Key Results (OKRs), Key Performance Indicator (KPIs), or whatever framework you choose, keep happiness as your north star and focus on these three goals to get far ahead quickly:
1. Increase customer satisfaction
Customer satisfaction is the most significant indicator of customer happiness and key to the success of any business. Gather feedback from customers to find out how contented they are with your service, so you know where to make improvements to keep them happy.
Key metrics: Measure Customer Satisfaction Score (CSAT), usually on a scale of 1-10 where 10 is most satisfied. A higher score can increase trust, which can lead to more sales and higher profits.
How AI can help: Use an AI assistant to get instant feedback from every customer to measure CSAT in real time, while they’re still ‘in the moment’.
2. Maintain speed and efficiently in resolving queries
A faster service helps to create a positive impression of your company and can lead to an increase in customer satisfaction. Customers who get their problems solved quickly and accurately are more likely to come back to you because of that positive experience.
Key metrics: Measure the speed of your service by monitoring the average First Contact Resolution (FCR) ― the percentage of customer issues resolved on the first attempt, and the First Response Time (FRT). This is how long it takes for a customer to receive a response from your customer service team, starting from the moment you first receive their enquiry.
To calculate your average FRT, take the sum of all your response times and divide it by the total number of enquiries you received in a given space of time.
How AI can help: An AI assistant gives instant answers to queries 24 hours a day, which improves FRT. FCR can automatically improve too since an AI assistant remembers every piece of information it ever learns, so there’s never any misinformation, incorrect detail, or mistakes once it’s been trained on everything your business does and how you do it.
3. Reduce your customer service costs
Increasing satisfaction and efficiency naturally leads to reduced customer service costs because you’ll have less complaints and problems to deal with, requiring less resource and less budget, so you’ll have more to spend on bettering customer experience. To examine where your money goes, we recommend you measure your costs on an individual enquiry basis. The more you strip down the costs, the more you can see what’s really going on and where you can make savings.
Key metrics: Measure your Cost Per Resolution (CPR) by taking the total cost of your customer service operations (including employee salaries, software and equipment) and divide it by the number of enquiries successfully resolved during a specific time frame.
How AI can help: Barking & Dagenham Council saved £48,000 in six months by automating their customer service and achieved 533% Return on Investment (ROI) in just nine. —> Quickly calculate your likely ROI before you launch an AI assistant with our handy online savings calculator.
Track your progress consistently to win
“If you can’t measure it, you can’t manage it,” said Peter Drucker, one of the world’s greatest business thinkers. Keep a constant eye on your progress with weekly or monthly tracking and it’ll not only keep you focused and moving forwards, it also helps your teams stay motivated as they get closer and closer to knocking all three of these goals out the park.
Meeting your goals helps keep team morale high, so celebrate every win to build team confidence and achieve even greater success to drive the growth of your business.