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Company Goals (Reducing Support Costs (Support tickets (First Contact…
Company Goals
Reducing Support Costs
Phone Calls
Support tickets
First Contact Resolution
No. of contacts to resolution
Days outstanding
Trunk Inventory for FE. What did they miss when they went out to the customers
Average first response time
Average reply time
Average handle time
Replies per resolution
Number of Tickets
Content development
Time spent creating
Salaries
Number of employees
R.O.T.
Reduce product returns/cancellations
First time onsite fix
First contact resolution rate
Related Goals
Faster time to market
How long does it take to write the necessary documentation?
Faster onboarding
Customers self service
How long does it take to onboard customers?
How much personal time is required vs self service?
Employees self services
How long does it take to onboard employees?
How much personal time is required vs self service?
Lifetime value
How long does a customer stay after they run into trouble?
Returns due to product mishandling because the customer didn't use it right.
Lost sales
How many leads looked at documentation before purchasing?
Lower customer turn-over
Customer Satisfaction
Net Promoter Score (NPS)
Customer Satisfaction (CSAT)
Customer Effort Score (CES)