Freshworks analyzed 107 million support interactions and it emerged that speed is the most important factor to improve customer satisfaction. However, measuring the speed of your customer service is not easy; metrics like ‘First Response Time’ and ‘Average Handle Time’ don’t provide an accurate representation of speed.
We’ve identified 4 areas of customer service that affect speed: service availability, self-service, proactive service, agent productivity.
Take the Customer Service Speed Test and to find out which areas of your customer service operations might be carrying ‘dead-wait’.
Once you complete the speed test, use the #CutTheWait playbook’s 5-step approach to accelerate your customer service.
P.S. We’ll be hosting a fireside chat of experts on 18th May to discuss the need for speed in customer service. Save your spot!