{"id":112180,"date":"2022-12-30T01:52:51","date_gmt":"2022-12-30T01:52:51","guid":{"rendered":"https:\/\/www.tawk.to\/?p=112180"},"modified":"2024-10-22T07:40:10","modified_gmt":"2024-10-22T07:40:10","slug":"customer-service-kpis-to-increase-loyalty","status":"publish","type":"post","link":"https:\/\/www.tawk.to\/customer-happiness\/customer-service-kpis-to-increase-loyalty\/","title":{"rendered":"Customer service KPIs to increase loyalty in 2023"},"content":{"rendered":"\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p style=\"font-size:24px\"><em>&#8220;If you make a sale, you can make a living. If you make an investment of time and good service in a customer, you can make a fortune.&#8221;<\/em><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-plain has-medium-font-size is-layout-flow wp-block-quote-is-layout-flow\">\n<p><\/p>\n<cite><em>\u2013 Jim Rohn<\/em><\/cite><\/blockquote>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">What matters most in customer service and how can we measure it? Key Performance Indicators, or KPIs, provide a snapshot of your team&#8217;s performance at any given time.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">To help you plan for the year ahead, we&#8217;ve gathered some of the metrics we track regularly here at tawk.to. Whether you run a mom-and-pop store or a multinational corporation, you can use these to increase customer loyalty, satisfaction, and sales.<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What is a KPI?<\/strong><\/h2>\n\n\n\n<p class=\"has-medium-font-size\">A KPI is a measurement that helps you track progress toward a specific goal \u2014 whether it\u2019s for your business, personal health and fitness, or tennis game.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Customer Service KPIs can help you track performance and identify areas for improvement for employees, organizations, products and services:<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"kpi-list has-medium-font-size wp-block-list\">\n<li>Quantity<\/li>\n\n\n\n<li>Quality<\/li>\n\n\n\n<li>Efficiency<\/li>\n\n\n\n<li>Effectiveness<\/li>\n\n\n\n<li>Timeliness<\/li>\n\n\n\n<li>Individual and team performance<\/li>\n\n\n\n<li>And more!<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Why is it important to track customer service KPIs?<\/strong><\/h2>\n\n\n\n<p class=\"has-medium-font-size\">The support team is often the first point of contact with a customer. The quality of your customer support can also contribute to a higher Lifetime Customer Value (LCV) and inspire positive or negative reviews.<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"kpi-list has-medium-font-size wp-block-list\">\n<li>More than 95% of consumers want to be able to reach a real person in real time (<a href=\"https:\/\/www.dimensiondata.com\/en-gb\/insights\/cxbr-2021\/\" target=\"_blank\" rel=\"noreferrer noopener\">Dimension Data<\/a>)<\/li>\n\n\n\n<li>73% of customers will consider switching to a competitor after one negative customer service experience.(<a href=\"https:\/\/www.northridgegroup.com\/insight\/state-of-customer-service-experience-2020\/\" target=\"_blank\" rel=\"noreferrer noopener\">The Northridge Group<\/a>)<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Fortunately, it\u2019s easy to track key data points for customer service if you offer live chat on your website. You can use the metrics below to motivate your team, celebrate wins, and avoid common mistakes.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Here are customer service KPIs to track in 2023:<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column anchor-list is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-medium-font-size\"><a href=\"#first-chat-response-time\">First chat response time<\/a><\/p>\n\n\n\n<p class=\"has-medium-font-size\"><a rel=\"noreferrer noopener\" href=\"https:\/\/docs.google.com\/document\/d\/1T6d-LngYQgdKzhIqPOLP40SMdVI4A_T4ytcS9YPo8lQ\/edit#heading=h.a51gst8wivx\" target=\"_blank\"><\/a><a href=\"#missed-chats\">Missed chats<\/a><\/p>\n\n\n\n<p class=\"has-medium-font-size\"><a href=\"https:\/\/docs.google.com\/document\/d\/1T6d-LngYQgdKzhIqPOLP40SMdVI4A_T4ytcS9YPo8lQ\/edit#heading=h.a51gst8wivx\"><\/a><a href=\"https:\/\/docs.google.com\/document\/d\/1T6d-LngYQgdKzhIqPOLP40SMdVI4A_T4ytcS9YPo8lQ\/edit#heading=h.wk7s1fqgopg4\"><\/a><a href=\"#user-satisfaction\">User satisfaction<\/a><\/p>\n\n\n\n<p class=\"has-medium-font-size\"><a href=\"https:\/\/docs.google.com\/document\/d\/1T6d-LngYQgdKzhIqPOLP40SMdVI4A_T4ytcS9YPo8lQ\/edit#heading=h.a51gst8wivx\"><\/a><a href=\"https:\/\/docs.google.com\/document\/d\/1T6d-LngYQgdKzhIqPOLP40SMdVI4A_T4ytcS9YPo8lQ\/edit#heading=h.wk7s1fqgopg4\"><\/a><a rel=\"noreferrer noopener\" href=\"https:\/\/docs.google.com\/document\/d\/1T6d-LngYQgdKzhIqPOLP40SMdVI4A_T4ytcS9YPo8lQ\/edit#heading=h.baq9d6vridtn\" target=\"_blank\"><\/a><a href=\"#ticket-resolution-time\">Ticket resolution time<\/a><\/p>\n\n\n\n<p class=\"has-medium-font-size\"><a href=\"https:\/\/docs.google.com\/document\/d\/1T6d-LngYQgdKzhIqPOLP40SMdVI4A_T4ytcS9YPo8lQ\/edit#heading=h.a51gst8wivx\"><\/a><a href=\"https:\/\/docs.google.com\/document\/d\/1T6d-LngYQgdKzhIqPOLP40SMdVI4A_T4ytcS9YPo8lQ\/edit#heading=h.wk7s1fqgopg4\"><\/a><a href=\"https:\/\/docs.google.com\/document\/d\/1T6d-LngYQgdKzhIqPOLP40SMdVI4A_T4ytcS9YPo8lQ\/edit#heading=h.baq9d6vridtn\"><\/a><a href=\"#ticket-first-response-time\">Ticket first response time<\/a><\/p>\n\n\n\n<p class=\"has-medium-font-size\"><a href=\"https:\/\/docs.google.com\/document\/d\/1T6d-LngYQgdKzhIqPOLP40SMdVI4A_T4ytcS9YPo8lQ\/edit#heading=h.a51gst8wivx\"><\/a><a href=\"https:\/\/docs.google.com\/document\/d\/1T6d-LngYQgdKzhIqPOLP40SMdVI4A_T4ytcS9YPo8lQ\/edit#heading=h.wk7s1fqgopg4\"><\/a><a href=\"https:\/\/docs.google.com\/document\/d\/1T6d-LngYQgdKzhIqPOLP40SMdVI4A_T4ytcS9YPo8lQ\/edit#heading=h.baq9d6vridtn\"><\/a><a href=\"#knowledge-base-data\">Knowledge base data<\/a><\/p>\n\n\n\n<style>\n.is-layout-flow.wp-block-column.anchor-list {\n    margin-left: 2%;\n}<\/style>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:70px\" aria-hidden=\"true\" id=\"first-chat-response-time\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-large is-style-default\"><a href=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-2.png\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"486\" src=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-2-1024x486.png\" alt=\"First chat response metrics in the Reporting panel\" class=\"wp-image-112193\" title=\"First chat response metrics\" srcset=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-2-1024x486.png 1024w, https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-2-300x143.png 300w, https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-2-768x365.png 768w, https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-2.png 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>1. First chat response time<\/strong><\/h2>\n\n\n\n<p class=\"has-medium-font-size\">First response time is the average time it takes an agent to answer a customer once they begin a chat. Answering quickly builds trust and confidence that you\u2019ll be there when customers need you.&nbsp;<\/p>\n\n\n\n<p class=\"has-medium-font-size\">The tawk.to reporting panel lets you filter by time, date and agent, so it\u2019s easy to track responses for a new agent or an entire team as they speed up over time. Now that\u2019s something to celebrate!<\/p>\n\n\n\n<div style=\"height:70px\" aria-hidden=\"true\" id=\"missed-chats\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>2. Missed chats<\/strong><\/h2>\n\n\n\n<p class=\"has-medium-font-size\">A missed chat is a lost opportunity for a conversation or a conversion. Yet more than one out of every five companies lets chat requests go unanswered. (<a rel=\"noreferrer noopener\" href=\"https:\/\/www.superoffice.com\/blog\/live-chat-customer-experience\/\" target=\"_blank\">SuperOffice<\/a>).&nbsp;<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Our target at tawk.to is zero missed chats. Each week, we post the total number of chats and a breakdown of missed chats. That way, our agents can see and compare their performance week over week. We also send our customers a weekly roundup with the number of visits, chats, and missed chats on each of their websites.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Missing chats? Try these strategies: <a href=\"https:\/\/help.tawk.to\/article\/five-easy-ways-avoid-missed-chats\" target=\"_blank\" rel=\"noreferrer noopener\">Five easy ways to avoid missed chats<\/a>&nbsp;<\/p>\n\n\n\n<div style=\"height:80px\" aria-hidden=\"true\" id=\"user-satisfaction\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-large is-style-default\"><a href=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-3.png\"><img decoding=\"async\" width=\"1024\" height=\"486\" src=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-3-1024x486.png\" alt=\"Business owner with positive reviews\" class=\"wp-image-112203\" title=\"User satisfaction\" srcset=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-3-1024x486.png 1024w, https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-3-300x143.png 300w, https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-3-768x365.png 768w, https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-3.png 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>3. User satisfaction<\/strong><\/h2>\n\n\n\n<p class=\"has-medium-font-size\">How you serve may be just as important as what you sell:&nbsp;<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"kpi-list has-medium-font-size wp-block-list\">\n<li>79% of consumers and 85% of business customers say the experience a company provides is just as important as its products and services.&nbsp;<\/li>\n\n\n\n<li>68% of customers expect brands to show empathy<\/li>\n\n\n\n<li>89% say they\u2019re more likely to make another purchase after a positive customer service experience (<a rel=\"noreferrer noopener\" href=\"https:\/\/c1.sfdcstatic.com\/content\/dam\/web\/en_us\/www\/documents\/research\/salesforce-state-of-the-connected-customer-4th-ed.pdf\" target=\"_blank\">Salesforce<\/a>)<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\"><strong>User Satisfaction<\/strong> measures overall performance so you know how well your team is meeting general needs and expectations. Looking at individual feedback for this number can also help identify team members who may benefit from an extra boost of training or mentoring.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Want more thumbs up? <a href=\"https:\/\/www.tawk.to\/customer-happiness\/get-more-likes-in-chat\/\" target=\"_blank\" rel=\"noreferrer noopener\">Get more likes in chat by following these three steps<\/a>.<\/p>\n\n\n\n<div style=\"height:80px\" aria-hidden=\"true\" id=\"ticket-resolution-time\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-large is-style-default\"><a href=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-4.png\"><img decoding=\"async\" width=\"1024\" height=\"486\" src=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-4-1024x486.png\" alt=\"Team member responding to a support ticket\" class=\"wp-image-112213\" title=\"Ticket resolution time\" srcset=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-4-1024x486.png 1024w, https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-4-300x143.png 300w, https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-4-768x365.png 768w, https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-4.png 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>4. Ticket resolution time<\/strong><\/h2>\n\n\n\n<p class=\"has-medium-font-size\">When a problem can\u2019t be solved in the chat and you need more time to find the solution, a help-desk ticket gives you a way to follow up. Each ticket starts a new email conversation and lets you track the query from first chat to resolution.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">90% of consumers identify resolution as the most important customer service issue (<a rel=\"noreferrer noopener\" href=\"https:\/\/home.kpmg\/xx\/en\/home\/insights\/2020\/01\/customer-first-insights-home.html\" target=\"_blank\">KPMG<\/a>).<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Customers expect tickets to be solved quickly and you can improve satisfaction and loyalty by closing each ticket as soon as possible. Here are a few strategies we\u2019ve found for shortening resolution time:<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"kpi-list has-medium-font-size wp-block-list\">\n<li>Use notes and direct messaging to collaborate with other team members<\/li>\n\n\n\n<li>Use message templates \u2014 we call them Shortcuts&nbsp;<\/li>\n\n\n\n<li>Assign tickets to departments and subject matter experts.&nbsp;<\/li>\n\n\n\n<li>Include in-house resources in your Knowledge Base<\/li>\n\n\n\n<li>View tickets in the context of the contact\u2019s messaging history<\/li>\n<\/ul>\n\n\n\n<div style=\"height:80px\" aria-hidden=\"true\" id=\"ticket-first-response-time\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>5. Ticket first response time<\/strong><\/h2>\n\n\n\n<p class=\"has-medium-font-size\">A recent study found the average time businesses took to respond to a customer inquiry was 12 hours and 10 minutes \u2014 longer than the average work day. Even more surprising, 62% of businesses did not reply at all \u2014 not even a simple, \u201cHello, we received your message and will get back to you soon.\u201d (SuperOffice)<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Speed matters. Customers don\u2019t expect ticketing responses to arrive as quickly as chats or texts. Yet following up quickly lets them know they can count on you to be there when they need you.&nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"has-medium-font-size\">We\u2019ve found that templates make it easier to respond to common ticketing inquiries faster.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Here\u2019s a collection to get you started \u2014 feel free to tailor them for your business: <a href=\"https:\/\/www.tawk.to\/business-strategy\/respond-effortlessly-with-easy-email-templates\/\" target=\"_blank\" rel=\"noreferrer noopener\">Respond effortlessly with these easy email templates<\/a>&nbsp;<\/p>\n\n\n\n<div style=\"height:80px\" aria-hidden=\"true\" id=\"knowledge-base-data\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-large is-style-default\"><a href=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/cs-kpis-every-business-needs-to-track-in-2023_illustration-5-3-copy-2.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"486\" src=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/cs-kpis-every-business-needs-to-track-in-2023_illustration-5-3-copy-2-1024x486.png\" alt=\"Knowledge Base Reporting panel\" class=\"wp-image-112223\" title=\"Knowledge Base data\" srcset=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/cs-kpis-every-business-needs-to-track-in-2023_illustration-5-3-copy-2-1024x486.png 1024w, https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/cs-kpis-every-business-needs-to-track-in-2023_illustration-5-3-copy-2-300x143.png 300w, https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/cs-kpis-every-business-needs-to-track-in-2023_illustration-5-3-copy-2-768x365.png 768w, https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/cs-kpis-every-business-needs-to-track-in-2023_illustration-5-3-copy-2.png 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>6. Knowledge Base data&nbsp;<\/strong><\/h2>\n\n\n\n<p class=\"has-medium-font-size\">Today\u2019s customers now prefer to find answers on their own before calling or emailing support. A searchable Knowledge Base puts solutions into their hands while freeing your support team for more advanced issues.&nbsp;<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Tracking Knowledge Base <strong>Article <\/strong>views can show you the hot spots where customers are looking for more assistance. A&nbsp; Knowledge Base<strong> Search <\/strong>breakdown can provide the top keywords and phrases your customers are using to find answers. Use this data to find gaps in your content strategy, make products more user-friendly, and even find topics for your next videos.&nbsp;<\/p>\n\n\n\n<p class=\"has-medium-font-size\">&nbsp;Knowledge Base <strong>Feedback<\/strong> metrics can help you find articles that are on point, unclear, or out of date.&nbsp; At tawk.to, we pull these stats weekly for review. Then we look at what we can change or improve in the articles with the lowest ratings:<\/p>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"kpi-list has-medium-font-size wp-block-list\">\n<li>What\u2019s missing?<\/li>\n\n\n\n<li>How can we make the instructions easier to read and follow?&nbsp;<\/li>\n\n\n\n<li>What needs to be updated?<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-medium-font-size\">Thinking about creating a Knowlege Base but don\u2019t know where to start? Check out our <a href=\"https:\/\/www.tawk.to\/business-strategy\/time-saving-strategies-for-creating-knowledge-base-content\/\" target=\"_blank\" rel=\"noreferrer noopener\">Time-saving strategies for creating Knowledge Base content<\/a><\/p>\n\n\n\n<div style=\"height:80px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-large is-style-default\"><a href=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-6.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"486\" src=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-6-1024x486.png\" alt=\"Positive reviews for customer service\" class=\"wp-image-112233\" title=\"Measuring customer happiness\" srcset=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-6-1024x486.png 1024w, https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-6-300x143.png 300w, https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-6-768x365.png 768w, https:\/\/www.tawk.to\/wp-content\/uploads\/2022\/12\/CS-KPIs-every-business-needs-to-track-in-2023_Illustration-6.png 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Measuring customer happiness<\/strong><\/h2>\n\n\n\n<p class=\"has-medium-font-size\">Ultimately, the magic of customer service is in relationships&nbsp; \u2014 not numbers. It\u2019s the real conversations with real people that show customers you care. Yet measuring the metrics that matter can keep your team on track to providing the kind of support your customers will be telling their friends about.<\/p>\n\n\n\n<p class=\"has-medium-font-size\">You\u2019ll find all the statistics above in the Reporting section of your tawk.to dashboard.&nbsp;<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Want to know more about reporting and statistics at tawk.to? Reach out in the chat or follow this guide in our Help Center: <a href=\"https:\/\/help.tawk.to\/article\/understanding-reporting\" target=\"_blank\" rel=\"noreferrer noopener\">Understanding reporting<\/a>&nbsp;<\/p>\n\n\n\n<p class=\"has-medium-font-size\">Don\u2019t have a tawk.to account? <a href=\"https:\/\/www.tawk.to\/\" target=\"_blank\" rel=\"noreferrer noopener\">Create a free account here<\/a>.<\/p>\n\n\n\n<div style=\"height:150px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>What matters most in customer service and how can we measure it? KPIs, short for Key Performance Indicators, can help you reach your customers service goals by giving you a snapshot of your team\u2019s performance at any given time. <\/p>\n<p>We&#8217;ve gathered some of the metrics we track regularly here at tawk.to. You can use these to increase customer loyalty, satisfaction, and sales.<\/p>\n","protected":false},"author":1,"featured_media":112183,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[17],"tags":[],"webinar_types":[],"class_list":["post-112180","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-happiness"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/posts\/112180","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/comments?post=112180"}],"version-history":[{"count":41,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/posts\/112180\/revisions"}],"predecessor-version":[{"id":117413,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/posts\/112180\/revisions\/117413"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/media\/112183"}],"wp:attachment":[{"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/media?parent=112180"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/categories?post=112180"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/tags?post=112180"},{"taxonomy":"webinar_types","embeddable":true,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/webinar_types?post=112180"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}