Hi @Shehab, apart from the important KPI of CSAT, what are the 3 most important agent level KPIs you view to determine the success of your support org. Have you used the KPI “Average Handling Time” ? What is your view on this?

Thanks in advance :-)

Hi @Shehab ! Welcome to the community. 

My question is - what are some best practices you and your team follows when it comes to dealing with tickets from multiple platforms?

Hi @Shehab,

Welcome to the Freshworks Community and we’re really excited to be hosting you over the next two days! My questions for you are:

1. What are some of the metrics that you use to measure good customer experience?
2. When dealing with high volumes of tickets, especially during busy season - how do you ensure the customer service is maintained? Is there any additional training for the agents?

thanks for you question… Apparently each company/industry has its own requirements on setting the KPIs and it cant be one fit all, so in order to set the correct KPIs we need to ensure we study company strategic direction and objectives. 

however my KPIs set focused on CX and how to delight our customers. 

1- tNPS

2- FCR

3- AHT

and regarding the second part of the question… Average handling time one of the most important KPIs that help the overall experience and how fast the service delivered and answered questions to customers

also its indicate the level of knowledge that the agents getting example id the AHT is vert high means agents having issue with knowledge or might soft skills. that need to be tackled with L&D

Hello @Shehab ! Great to have you here at the Freshworks Community. What are 3 unique golden rules you’d like to share with any support agent or admin?

@Shehab How do you ensure consistency in the language and tone agents use with customers, especially in larger support teams? Thank you so much for your time! :)

thanks for your question.

our best practices focused on SLAs and how fast we reply to our tickets to ensure customers don’t wait for long time to get his/her issues resolved.

also how we train our stack holders on using ticketing system that will help on documenting all customer interactions and using also for all analytical need. 

each platform need to ensure measuring time spam taken between each departments and can measure it correctly 

currently we are using below tools

NPS

CSAT

FCR

CAT

Dealing with high volume = correct strategic planning ( Capacity planning / hiring / training )  that will ensure business will not get impacted negatively and customers won’t feel that we are having an turbulence and customer handled properly business as usual .

simply the below

• Putting customer first & go the extra mile with the customer
• Agents need to feel they are the most important asset in the company will help the whole company to grow
• Highlight all initiates and ideas to the management team in order to deliver a better experience

thanks for you good question dear… It’s designed in customer journey map and CX roadmap

How we delight customers and allocate resource’s based on language and skills with alignment with all supporting functions (Quality and Training)

Having a strong governance model with quality and compliance team that will help triggering pain points that we need to work on and enhance

Hi @Shehab! 

Welcome to the Freshworks Community and I’m really excited to know your thoughts about the support team’s success!  

1. What metrics do you use to measure the success of your support department? 

2. What indicators other than SLAs do you use to measure success?

@Jeannie_Walters, @foxcubmama, and @zachary.king tagging all your CX experts to pick @shehab’s brains about customer service! 

Hi @Shehab 17 years in customer experience! What has your journey looked like? 

Hi @Shehab - Customer experience has changed so much over the last few decades.

• How is it different now than when you started? 
• How do you go about setting up a Customer Happiness team? 

Would love to hear your thoughts! Thank you in advance! :) 

1. Metrics differ from company/industry relatively to what’s exactly company values and strategy…. However me personally and currently during my journey at startups “Google reviews” for example as its measures the overall customer satisfaction without any bias and measures exactly how/where customer support empowered and authorized internally to ensure the whole company directed and focused on customer experience. And all putting customer first
2. SLAs not really measure success cause it focus on only speed of handling customers… however customer stratification wider approach and experience depends on what customer expect of service/product VS reality when they use your service

Simply the whole journey upside downs and challenges that create opportunities… 

very important to believe CX department the most important department at any company as without customers no company and no growth 

also investing and focusing on making your team/people on same page and mindset that will help big time to move things forward faster   

totally different than before.. simply all decision makers (CEO , GMs & MDs) clearly realized that CX is a must to have business sustainability and they cant ignore and only focus on P&L 

now i can see it CX must be upper hand at all companies and all functions need to pay attention to VOC 

clearly no healthy company growth without a strong client relationship and loyal customers… especially during this very hard competition 

@Shehab - Thank you for your response. And absolutely - the importance of CX has totally changed and beyond just the P&L! 

I have a follow up question, how do you champion CX in your organization?

firstly CEO engagement and believe on same mindset and then stakeholders engagement 

Hello @Shehab, welcome to the community!!! Tell us how you are leveraging AI and Automation for self-help without losing that personal touch that you get with interacting with real Agents. Would love to hear your thoughts 

thanks for your questions dear… you should break it down on Voice and Non voice interactions… that would help big time then break it down into each call types analysis to indicate which should be easy to automate without impacting customer experience for example ( General Inquires) you shouldn't be handling those calls/chats with agents anymore and should be handled thorough chatbot or any automated solution