What’s customer help volume?
The number of discussions supports employees have with customers is measured by the customer support volume, commonly referred to as ticket volume.
This is an important indicator for customer support teams because it gives information on the workload of the team and the impact of changes to goods or procedures on the customer experience. For instance, a rise in volume can indicate the need to investigate a bigger problem.
In addition, teams can determine their ideal productivity by looking at the volume of customer support. It can be used to guide choices like adding more support workers or implementing new productivity-enhancing techniques.
How do you gauge the volume of customer support?
A straightforward count of all interactions between customer support agents and clients during a specific time period is used to gauge the volume of customer assistance. This should take into consideration conversations in all channels, including email, chat, phone calls, and SMS, for teams with an omnichannel support strategy.
How can you use the volume of customer support?
In a few different ways, customer assistance volume is a useful metric for customer care teams. It aids in the planning of support staff workload distribution. Team leads can pinpoint periods when they might need more agents on hand using support volume information. They can also spot any coverage gaps (for example, in a particular channel or topic area).
This measure is helpful for spotting trends in customer assistance inquiries, as well. A team may be able to determine which day of the week receives the most support requests or how new releases affect the frequency of support requests by measuring customer support traffic throughout a quarter. Teams can use this information to plan appropriately and reduce any surprises.
What are the strategies for reducing the volume of customer support?
An excessive number of support requests can be very taxing on a customer support team, especially if it is understaffed. As a result, teams frequently implement mitigation techniques to assist in lowering the volume of customer support inquiries. They consist of the following:
* A self-service option Support teams can enable consumers to help themselves and decrease the need for a dialogue with support workers by providing resources like a knowledge base or an automated chatbot.
* Recognize problems before they happen. Once a team is aware of potential changes that could result in an increase in customer support calls, they can utilize that knowledge to collaborate with other departments (such as marketing or product) to address the problem before it directly affects customers.
* Understand the consumer journey clearly. Teams that take the time to develop their consumer personas and record their behavior at each touchpoint will be better able to foresee any potential problems. In addition to serving as the basis for numerous marketing and sales campaigns, this proactive strategy can aid in reducing the volume of support requests.
* Establish a triage procedure. The customer support process can be made more efficient by implementing a multi-tiered system that assigns certain themes and problems to different agents.
* Agent advancement Reduced recurrent calls, which increase the team’s customer support volume, may result from well-trained support staff that can handle problems as they arise.
For the majority of customer support teams, customer help volume is a valuable metric. Utilizing the information obtained from monitoring this straightforward performance indicator might help teams work more productively and efficiently.
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