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The BrightGauge Blog

How Your Peers are Using BrightGauge Reports

When it comes to client reports, you understand that a little transparency goes a long way. Showing your clients the work you’re doing - both the good and the bad - is a powerful way to build trust, ...
When it comes to client reports, you understand that a little transparency goes a long way. Showing your clients the work you’re doing - both the good and the bad - is a powerful way to build trust, and trust lays the foundation for long-term relationships, which is great for your business.   But you may not always know exactly what to include in your client reports. This is where it helps to hear from some friends in the industry.   In our upcoming customer showcase webinar, BrightGauge user Brett Baz, Operations Manager for C3Group, will give a glimpse into how he and his team are using BrightGauge reports to cover all aspects of the customer lifecycle.   He’ll share the report templates he’s using, how he chooses the right metrics to share, and how this impacts the team at C3Group.   Plus, we’ll let you in on what’s new within BrightGauge.   Sometimes, seeing how your peers are using different BrightGauge features can spark some inspiration and show you new ways to get set up for success, so it’s worth joining the webinar and seeing what you can learn!   ‘Covering Customer Touchpoints with Reports’ featuring Brett Baz will take place on Wednesday, June 19th at 7:30pm EST/Thursday, June 20th at 9:30am AEST. RSVP now:
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Migrating From One Datasource to Another Within BrightGauge

  If you're using one version of a datasource in BrightGauge but would like to migrate to another, you may be wondering how to do so.   In this tutorial video, we show you the steps you need to take to get your data switched over. For example, you may currently be using ConnectWise On-Premise but would like to migrate over to ConnectWise Cloud. Or, perhaps you're on V1 of Autotask but want to update to Autotask V2.    In such cases, just follow the steps in the video and you'll be good to go. If you need additional help or have any questions, please feel free to reach out to our support team.     

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How SmileBack Uses BrightGauge to Track Their Own CSAT Ratings

Question: How many different programs, web-tools or items of software do you use a day?   Sure, all the tools you use add value. But with more tools comes more data points, more logins and, ultimately, more time spent analyzing trends and results.   If all your important data and KPIs could be monitored in one place, it would save you time and increase your productivity and efficiency, right?   That’s why business intelligence tools - like BrightGauge - matter so much.   Even the customer satisfaction pros at SmileBack, and their clients, turn to BrightGauge to integrate all of their CSAT metrics into one single dashboard.   We spoke to Eben Marks, Customer Success Manager at SmileBack, to learn more. CSAT pros putting their money where their mouths are   As the team behind a successful CSAT survey, it would be hypocritical if SmileBack didn’t track their own performance.   Within their own Customer Success department, the folks at SmileBack spend time keeping up to date with the total amount of support tickets they have, how many tickets have been replied to, and by whom.   “Quite simply, we needed one place where we could monitor support tickets, our own satisfaction scores and more in one place,” says Eben Marks, Customer Success Manager at SmileBack. “And that’s what we’re getting with BrightGauge.”   Through the data points they track, each team member receives a CSAT rating, which they use to improve processes.   By implementing BrightGauge into their daily use, the team at SmileBack has benefited from quicker, stronger insights into their CSAT data. With a simple glance at their dashboard at any point throughout the day, Eben and his team are able to assess if they’re meeting customer needs or if they may be falling short. They see their survey reactions in real-time, which empowers them to make immediate changes, if necessary. Overall, it has made the department more productive.     “Understandably so, some of our goals revolve around our CSAT performance. We’re also using BrightGauge to track those goals,” says Eben. “It’s a simple system because your relevant numbers for the goal you want to achieve are displayed in red or green, so you know quickly whether you’re on or off track.”   There are around 40 different datasources that you can display at any one time, making BrightGauge a powerful dashboard for the team to monitor, but also to display on TV screens or individual monitors if we need it.   "SmileBack integrates with BrightGauge, but we're also happy to personally use the integration ourselves because it has helped us understand our data better,” says Eben.   What SmileBack clients have to say   For Adam Hannemann, Director of Managed Services at Imagine IT, the SmileBack integration with BrightGauge is one of their key tools for daily work.   “We use BrightGauge for pretty much everything” says Adam.   Imagine IT has several users internally that essentially get their next work from a dashboard to make sure the right things are being worked on at the right time.   “We have TVs up in our service desk area that show dashboards specific to service-related items, then we have another dashboard for our Depot/Account Management/NOC that cycles through data relevant to those departments. We also have several users that dedicate a single monitor on their desk (our standard is 4 monitors) for a BrightGauge dashboard,” says Adam.   A KPI they’re constantly looking at on those dashboards? A running tally of their SmileBack scores, plus a week-over-week gauge. This helps them keep an eye on their streaks of positive reactions.     It’s a similar story for Edward Aronyk for MSP Keeran Networks, who could not do client reporting today without BrightGauge – at least not this easily.   “It’s very powerful, but also pretty straightforward to use. We’ve used competing products in the past but BrightGauge is way more brain friendly,” says Edward.   “With the SmileBack integration, we can include CSAT data in our QBR reports for when we sit down with our clients, and the monthly summary reports we email them. SmileBack can print a nice report too, but I like that BrightGauge integrates all of our datasources into a single report.” About the SmileBack + BrightGauge integration   When you integrate SmileBack + BrightGauge, you’re going to get 34 default KPIs, 3 pre-built dashboards, and 2 report templates to get you started. That way, you can start viewing your essential CSAT data (and data from your RMM, PSA, finance, or other tool you’re using) immediately.   Some of the default KPIs that come with the integration include: Average CSAT % Last 90 Days CSAT Per Resource Days Since Last Negative Reaction Net CSAT Score Positive Reactions Total Reactions   To learn more about SmileBack + BrightGauge, please contact us today.   For more on why CSAT surveys matter and how to create effective ones, download our whitepaper ‘Customer Satisfaction Surveys That Work’.  

Why You Need to Track Your Sales Funnel KPIs

Keeping track of key performance indicators (KPIs) in your sales process is a fundamental part of measuring and improving it. One crucial concept in the sales process is the sales funnel, which divides your customers into different sections of the funnel as they move along your sales process. The Top of the Funnel. This is where most potential customers start as new sales leads. In graphics, the top of the funnel is the widest section, as it likely has the most people in it. The Middle of the Funnel. The middle of the funnel is reserved for leads who have moved part of the way through your sales process. The criteria for moving a lead into the middle of the funnel may vary depending on your company’s sales process. The Bottom of the Funnel. This is the part of the sales funnel where your most qualified leads and those who are about to close a deal reside. The bottom of the funnel is where many sales teams focus their efforts, as it represents their best opportunities for deals. Why is it called the sales funnel? Because, as prospective leads move through the funnel, there is a tendency for some of them to drop out of your sales process. So, when represented with a picture, the funnel tends to go from being wide at the top to being narrow at the bottom. Tracking your sales funnel KPIs is critical for evaluating the overall health of your sales pipeline and addressing potential issues. What are some sales funnel metrics you should be tracking, and why are they important? Here’s a short list: Sales funnel KPI #1: Lead generation It’s hard to build a healthy sales funnel if you don’t have any leads to track. So, lead generation is a critical sales funnel metric to track. In a nutshell, lead generation is a measure of the number of people you have added to your sales pipeline over a given period of time. When tracking lead generation as a sales funnel KPI, it can help to track related metrics as well, such as: Cold calling activity metrics Website form fills (which helps generate leads) Social media activity metrics Activities such as cold calling and social media can help create leads—though their use and the specific metrics you track may vary depending on your sales process. Tracking website activity and which forms your potential customers are filling out (and which ones they’re abandoning partway through) can help you optimize your website and forms to improve lead generation. Sales funnel KPI #2: Lead attrition Attrition is a fact of life for any sales funnel no matter how good your sales processes and team are. There are many reasons why a lead may leave your sales funnel, such as the lead realizing they signed up for the wrong type of product/service, to them closing with another company faster, to their circumstances changing so they no longer need anything. Keeping track of lead attrition at different levels of the sales funnel can help you identify potential issues in your sales process. For example, if 90% of your new leads never make it to the middle of the funnel, that’s a good indication that you may need to refine your lead generation methods. Why? Because that many people dropping out of the funnel right after entering may indicate that they weren’t a good fit for your product or service. By measuring lead attrition, you can identify steps in your sales process that are proving problematic. From there, you can make refinements that will, hopefully, help reduce attrition. Sales funnel KPI #3: Time to conversion How long do customers spend in each section of your sales funnel? Time to conversion is an important sales funnel metric to track alongside lead attrition because it can help highlight a cause for attrition. For example, say that one of your steps in the sales funnel, such as from the middle of the funnel to the bottom of the funnel, has an extremely high lead attrition rate and a long time to conversion for the few customers that do make the transition. The long wait to convert could be causing leads to lose interest in your product or service. Finding ways to speed up the transition from middle of the funnel to bottom of the funnel could help your sales team keep potential customers interested. This can involve any number of measures depending on how your current sales process is structured. Some common ideas include streamlining your sales process to eliminate blockages in the sales pipeline, adding more sales team members to increase your lead outreach, or using automation to improve communication with your potential customers. Sales funnel KPI #4: Sales activity metrics How engaged is the sales team in trying to move customers along the sales funnel—especially those who are in (or ready to transition to) the bottom of the funnel? Sales activity metrics, such as number of phone calls made, emails sent, and time spent engaging with leads can be crucial for measuring the performance of the sales team and determining what is or isn’t working. If you look at your highest-performing sales team members, what do you see? Are your top performers spending more time on the phone, sending more emails, or arranging demos of your product/service? When you can correlate high-performing salespeople to their most frequent activities, you have a better idea of what will work for the rest of your salespeople. You can also contrast these sales KPIs against those of the lowest performers. What are the least successful members of the team doing that others aren’t? While not every employee will have the same level of success with the same activities (for example, one sales team member might be really good on the phone while another one is better at writing emails or creating presentations), it can help you optimize your future sales training efforts. Sales funnel KPI #5: Customer lifetime value What is the average return on investment you can expect from a customer over their lifetime? Knowing how much a customer will be worth during their time with your company is important for assessing how much you can afford to spend on trying to acquire that customer. As such, customer lifetime value is a crucial sales KPI to know (alongside your cost-per-lead). Being able to assess the lifetime value of your customers and balancing that against your cost-per-lead and customer conversion rate helps you gauge the success of your sales process. If the average lifetime value of your customers is less than the cost of getting that customer in the door, then something obviously needs to change. These are just a handful of the sales funnel metrics that you can (and should) track. Do you need help measuring your sales funnel KPIs? Talk to our team to learn more about how you can use data analytics to optimize your sales process!

Adding Datasources to Your BrightGauge Account

  If you're using BrightGauge to manage your data and to integrate with the various tools you use to run your business, then you know how easy it is to access your data as soon as you open an account.    Got a new datasource that we integrate with? Adding it to your BrightGauge account takes just a few moments before you're up and running and gaining data insights.   In this how-to video, we show you the steps to take to configure a new datasource to your BrightGauge.   Anytime you've got a question, we're here to help. Just reach out to our support team!

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How to Generate Powerful Autotask Reports

You know what clients love? Partners who are trustworthy and transparent about what they’re doing. Know what’s even better? When that foundation is set naturally, without clients having to ask. It’s likely a priority of yours to foster a really strong sense of trust between you and your clients, which is great. Trust breeds long-term relationships and repeat business, putting you on a path towards success. And a really simple, yet powerful way to build that trust is to get in the habit of consistently sending out client reports. It’s not as tedious or time-consuming as you may think, and the payoff is substantial. Determining what to report on Let’s say you’re using Autotask Professional Services Automation to track your support tickets, SLA data, engineers’ hours, and more. That’s some pretty important data! How do you show your clients what you do with that data to keep them running efficiently? This is where Autotask reports come in. Consistent reports give you the opportunity to visually display your value to your client and reinforce the reasons why they are paying you. Autotask reports also show that you’re proactive and committed to helping them run their business - a.k.a., you’re a partner, not just a service provider. However, while we are clearly in support of showing off your data management skills, we should caution against dumping too much Autotask data (or any data) on your clients. The key is to choose the right data. There are a few questions to ask yourself whenever you’re choosing the Autotask data to report on: How does this fit into my client’s SLA? Referring to the SLA you and your client agreed upon is an excellent way to refresh yourself on what matters to them. For example, if the SLA specifies a satisfactory support ticket response time, you’re going to want to include your Autotask Average Time to First Response on each report you send. Does this impact my client’s bottom line? Only include the Autotask data that’ll have the most impact to each specific client. They may not need to know nitty-gritty details like Hours Today by Engineer, but would probably appreciate an update on Projects Opened vs. Closed. Am I spending significant time on this? If it’s not something that matters a whole lot to you, it’s not likely to matter a whole lot to your client. Remember, this is an opportunity to report on your value, so show off Autotask data that you spend a worthwhile amount of time on. Once you’ve got your data ironed out, you can start pulling your Autotask reports together. A little help goes a long way You’re really busy. You don’t have 8-10 hours a week to spend on compiling reports. And no one says you have to. Using a business intelligence tool like BrightGauge can help you get your Autotask reports out with very little work on your end. First of all, BrightGauge takes all your Autotask data (plus data from your RMM, BDR, security, finance tool, etc) and puts it up on one seamless dashboard, so you can keep an eye on the metrics that matter to you in real-time. Then, when it comes to building reports, the whole process is automated and can be set up in just a few clicks. When you connect BrightGauge + Autotask, your account will come pre-loaded with 8 report templates to get you started, including Daily Member Scorecard, Weekly Project Work Summary, Service Calls, Sales Daily Wrap Up, and more. You can open one of these templates, personalize it with a client logo, choose your client recipient(s), and then schedule the report to automatically be sent out at the frequency you choose (like every Monday at 8 a.m.). If you’d rather build a report from scratch, it’s just a matter of dragging and dropping the data you’re already tracking into the report template, and then personalizing it and scheduling it out.   It’s honestly that simple. And the reports look clean, professional, and digestible. Once you get your Autotask reports scheduled, you can rest easy knowing they’re automatically being delivered to your client’s inbox every week/month/quarter and that your client’s can rely on you and trust you to receive this information. High-five! By the way, in addition to 8 report templates, you’ll get almost 200 default KPIs and 9 pre-built dashboards to get you started. Some KPIs include: Amount on Invoices 90 Days Past Due Average Time to First Response Average Time to Resolution Breached SLA Summary Per Resource Customer Satisfaction This Month Leaderboard Opened vs Closed Tickets Project Phases - Current Month Tickets Assigned by Tech Tickets Completed This Week Leaderboard Tickets by Issue Type Watch this video to learn more about setting up and sending out reports. If you’d like to add Autotask to your stack of BrightGauge datasources, please contact us today.  

How to Make SLA Metrics Reporting Easy

Service level agreement metrics, or SLA metrics, represent an agreement between a service provider and their clientele. SLA metrics define expectations in a business relationship, and SLA metrics reporting helps to establish how well the service provider is meeting those expectations. While reporting SLAs does have some overlap with reporting performance metrics, there is a key difference between the two types of reporting: key performance indicators (KPIs) focus on business priorities for the service provider, while SLA metrics prioritize the client’s needs. Additionally, SLAs can be notoriously difficult to accurately track—especially when some SLA metrics are dependent on customer responses. Considering how difficult SLA metrics reporting can be, we wanted to share some advice for tracking and reporting SLAs. How to choose SLA metrics to report Odds are that, as a service provider, you already have a list of SLA metrics to report. However, how relevant are those metrics to your customers? Why are you tracking some metrics and not others? When was the last time you reviewed your service level agreements? Before you start reporting SLAs, it’s important to start addressing these questions. After all, if you’re tracking irrelevant metrics, what good does that do you? Picking SLAs based on adherence to your service contract is a good start because it helps you find metrics that make sense to your clients. However, there is more to tracking SLA metrics than that. When setting new service level agreement metrics to track and report, it can help to look at your current SLAs and how well they: Align with your business’ services; Match with the details of your service contract; Support your customer’s needs/wants; Can be measured; and Can be controlled by you or your team. Taking the time to converse with your customers about what they want, or at least surveying them about their perception of your performance, can further help you refine your list of SLAs to report. Basing SLA metrics on the details of the service contract can help to ensure that you’re satisfying each client’s specific goals. For example, your SLA with one client may specify that you'll respond to support tickets within a day of receiving them. In that case, time to response will be a great SLA metric for your business to track. When creating SLA metrics, it’s also important to consider how factors outside of your control can influence them. For example, time to resolution is a commonly-tracked metric. However, when resolutions are dependent on customer response times, your results can easily become skewed. So, it may be necessary to either modify the metrics you choose for your SLA reports, or to find ways to minimize the impact of outside factors on the SLAs you report—such as “pausing the clock” on time-to-resolution tracking whenever your team has to wait on customer input or tracking total labor time spent on tasks instead. Having well-chosen SLA metrics helps make reporting tasks somewhat easier and more valuable to your customers. How to make SLA metrics reporting easy After finalizing the list of service level agreement metrics that you want to track and share with your clients, how can you make reporting SLAs as easy as possible? One method is to use an automated reporting system that can pull the data you want to share from a preset source at the time the report is sent. Take, for example, BrightGauge’s own automated client reporting system. In the BrightGauge client reporting feature, you can select SLAs to share with your clients along with other KPI data. In the reporting feature, simply click on the drag-and-drop interface to choose which KPIs and SLA metrics you want to include, rearrange their order to choose which ones to highlight, and drag-click the box edges to resize them however you want. Once created, these data boxes will automatically populate with the latest information from whichever datasource they’re using. Alternatively, all available datasources in BrightGauge come with default report templates to help you get going right away. Choose a pre-built template, feel free to customize it, and you’re ready to send it off. From there, you can use the Client Mappings feature to select who you want to receive each report and then select a frequency for how often you want those clients to get a report (daily, weekly, monthly, etc.). Once set up, these reports will be automatically generated and sent for each of the clients in your client map whenever you set them to send; all without you having to lift a finger ever again (unless you want to alter the report or change the recipient list). For some BrightGauge users, this automated reporting feature can save between eight and ten hours a week on client reporting. The ability to report SLAs metrics consistently helps to build transparency between your organization and its clients—which helps to earn client trust in the long run. Are you ready to take your SLA metrics reporting to the next level? Reach out to our team at any time to get started!

Featured Integration: Addigy + BrightGauge

Do you use or manage Apple devices in your MSP? If so, this is an integration you're going to want to pay attention to! As Apple products continue growing in popularity, we’ve heard loud and clear that our MSP customers are ready to include that data in their BrightGauge, alongside all the other metrics that run their business. And because Addigy focuses exclusively on Mac assets, their comprehensive data helps you to maintain a secure, up-to-date Apple portfolio.  How to Use  Addigy + BrightGauge to Make Data Driven Decisions Utilizing your own KPIs, you can view your top-level business metrics or zero in on system views. That means everyone from your Executive team to your front-line Support can access the data they need to perform at their best, every day. Plus, keeping your Addigy data in your BrightGauge dashboard gives you the ability to see what your Mac networks are doing in real-time, making it easier than ever to increase uptime and address issues preemptively.   Addigy Machine Monitoring With a machine monitoring dashboard, you’ll see drive statuses at a glance and be able to address vulnerabilities before a machine becomes compromised.   Addigy Executive Report Templates   Using an Addigy report template that’s easy to customize, you’ll always be able to show your clients the value of the services you provide. Client reporting is simple to set up, and each one can be automatically generated and filled with the data they want to see, when they want to see it.   Customized, Complex Gauge Building When you’re managing dozens or hundreds of Apple products across multiple networks, having the ability to monitor all asset trends at once saves you the time and frustration of manually compiling the data. For example, with a System Health Details by Policy gauge in place, you can clearly see how Encryption Health is stacking up compared to Warranty Health, Security Health, and more, across all of the organizations you manage. By the way, when you connect Addigy + BrightGauge, you'll automatically get default KPIs and templates in your account. Get started with 38 default gauges, 2 pre-built dashboards, and 1 report template. Avoid any downtime and get the data you need at your fingertips right off the bat.  To learn more about how you can make data driven decisions for your Apple-based networks, please visit Addigy + BrightGauge, or click here to try a free trial of Addigy's Mac network monitoring.   

Using Public Gauges to Create a Service Library (Webinar)

As you may know, we recently launched the ability to embed your gauges on public sites. This is an awesome way to show off your KPIs and let prospects and customers alike know a bit about what they can expect from you as a trusted partner.    For example, embedding your Average Response Time or your CSAT scores on your marketing site can reveal to viewers that you're committed to providing excellent service.    That being said, there's no need to limit yourself to external sites. We've been talking to BrightGauge users and have found that embeddable gauges are also a powerful way to boost visibility and transparency amongst your internal teams.   In a recent webinar, we spoke to customer Justin Bryant, the Director of Quality Assurance for C Spire, to learn how he's using embeddable gauges to build an internal service library using the ITIL framework.    The shared library allows team members from every department to see how the company as a whole is tracking against certain KPIs, which works to motivate and align everyone in the organization.   Additionally, the webinar covers operational maturity, how to create the public gauges within BrightGauge, how to set up a KPI library, and how to share those KPIs.    Watch now as Justin takes us through his service library and see how embeddable gauges can help make you more productive and focused.       

What Are the Best Measurable KPIs for Customer Service?

For many businesses, great customer service is the key to future success. Being able to effectively manage customers and resolve issues helps to improve customer satisfaction (CSAT) so they’re more likely to return for repeat business or be receptive to upsell opportunities. But, how can you measure the quality and effectiveness of customer service in your company? Key performance indicators (KPIs) are the most common tool for measuring employee performance. However, to get the most out of tracking customer service metrics, it’s important to use the right KPIs—ones that are measurable and specific. It should be noted that some businesses may track different customer service metrics than others or apply different terms for specific KPIs. For example, a customer support call center may track “tickets” while a high-end services provider might refer to them as “cases.” Both of these customer service metrics involve unique interactions with customers, but have tweaked names to match a specific industry. To help you track your company’s own efforts, here’s a list of some of the best measurable KPIs for customer service that you should monitor: Measurable KPIs for customer service. Tickets Opened Each Day. How many tickets/cases/customer interactions does an employee, team, or the company as a whole process each day? This is an important customer service metric to track for monitoring the workloads being handled. Individual-level “Tickets Opened” metrics allow for comparisons of productivity, while team or business-level tracking helps establish overall workload. Tickets Closed Each Day. Simply opening a ticket doesn’t mean that the issues behind it are going to be resolved. Until a ticket closes, that customer/client is left waiting. If the number of closed tickets is far below the number opened, it can be indicative of a problem (such as insufficient labor to keep up with workloads, or employees not having the right tools and training to close tickets properly). Time to Resolution. On average, how long does it take for a ticket to close? Time to resolution is an important KPI for measuring employee performance. If one employee’s time to resolution is particularly long compared to others working on similar issues, it may indicate an opportunity for improvement. First Contact Resolution Rate. What percentage of ticket resolutions occur during the first contact with the customer/client? While it may not be possible to resolve every issue in a single interaction, tracking first contact resolution rate helps highlight the overall complexity of issues faced by the customer service team. This makes it a useful measurable KPI for customer service to track. Handle Time. How much time does an employee spend on each ticket? Note that this customer service metric, while closely related to resolution time, is distinct because it is a measure of actual time spent working on the ticket—which may not be the time the customer spends waiting for a resolution. Time to Response. Once a customer opens a ticket or dials the support number, how long do they have to wait for a response? Time to response is a critical customer support metric that has a direct impact on CSAT and retention. It may also be a factor in satisfying service level agreements (SLAs) for some companies. Service Activity Metrics. Companies can track individual activities made by employees (such as number of phone calls made, emails written, etc.) in the course of responding to and handling tickets. These metrics should be filtered by specific activity type to help correlate specific activities with service ticket outcomes. For example, do employees who make more calls have a higher or lower CSAT score than others? This can be useful when planning new hire employee training so it focuses on those activities that generate the best ROI. Churn Rate. One of the most important measurable KPIs for customer service is the company’s overall churn rate—or the number of customers that stop doing business with the company over a given period of time. High churn rates not only indicate a problem with the quality of customer service provided, but it can eventually cause a business to fail if too many customers leave before they can be replaced with new ones. CSAT Scores. Customer satisfaction is one of the most obvious KPIs for customer service that a business should track—but one where it is often hard to collect reliable data. Surveys are a common method of getting this data, but the results often skew overly positive or negative because only those customers who had a particularly impactful experience (one way or the other) have a strong motivation to fill out a satisfaction survey. However, even with this issue, CSAT is an important customer service metric to track. Customer Complaint Rates. How many customers reach out to complain about the service they’ve received? This is a measurable KPI for customer service that helps to highlight issues in the service team. If there are a high number of customer complaints during a specific period, it can help to review any changes made during that time frame to isolate a cause. It can also help to review specific complaints to see what they’re about. Things to keep in mind when tracking KPIs for customer service Many of the customer service metrics listed above can be measured at different levels. For example, you could track time to resolution on an individual level, a team level, or a company-wide level. Tracking KPIs for customer service at all levels can provide value in various ways. Tracking time to resolution on a team or company level provides an average to compare individual performance against. This, in turn, makes it easier to identify when someone could improve their performance or is being especially efficient. In the former case, the employee could be put through some additional training to help them. In the latter case, you could study what that employee does differently and apply that to the rest of your processes. Another thing to keep in mind is that none of these KPIs for customer service should be considered by themselves. They need to be considered as small puzzle pieces that form a bigger picture. For example, say one employee has an especially fast time to resolution. That sounds good, right? However, what are the churn rate and customer complaint rate for the employee’s clients? How often do those customers come back with another ticket to fix right after? Getting the job done fast is not necessarily synonymous with getting the job done right. On the other hand, say an employee has a relatively long time to resolution and handle time—something around 25% longer than others handling similar tickets. Based on these customer service metrics alone, it would be easy to assume the employee’s performance is subpar. However, what if the other measurable KPIs for customer service provided by this employee are all extremely positive compared to the average for the business—such as having 50% less churn among clients they handle or having 50% higher CSAT scores? In this case, it might demonstrate that other customer service team members might need to start spending more time on each ticket to provide superior service. Additionally, if they have more service activities logged to correlate to the longer time to resolution, it can help to demonstrate how much more that employee is doing to provide top-notch customer service. These are just a few of the best measurable KPIs for customer service that businesses can track. Do you need help creating a simple and effective dashboard for measuring key performance indicators amongst your team? Reach out to BrightGauge today for assistance!

Vanessa Stephen Joins BrightGauge as Customer Support Specialist

We’re excited to welcome Vanessa Stephen to the team as a Customer Support Specialist! Join us in learning more about the newest member of our growing BrightGauge family… In the beginning In addition to her warm smile, Vanessa brings with her a bit of the Caribbean. She grew up in Cap-Haitien, a city on the northern side of Haiti, before moving to Miami just a few years ago. While she stayed in Haiti all throughout high school, Vanessa did earn her bachelor's degree in Computer Science from St. Thomas University here in Miami. During her time in college, Vanessa also worked for St. Thomas, both as a Data Science Teacher Assistant with the School of Science and as a Math tutor. In those work positions, she really got a hands-on experience working with data. Vanessa assisted her supervisors in different research involving large datasets and also created web-based applications using ShinyApp. But the most interesting project she worked on was creating a software that could generate a different exam for each student in the class, grade the exam, and submit the results, all without the instructor’s intervention. Having gotten a taste of data and technology, Vanessa hungered to expand her knowledge. Joining BrightGauge In her quest to grow, Vanessa was led to an opportunity here at BrightGauge. So what made her decide to join the team? “It was mostly the company’s culture and values,” says Vanessa. “But also, the opportunity to work in a business intelligence environment.” Vanessa’s eagerness to learn has already proven to be invaluable to the Customer Support team. She’s a fast learner, and in the short time she’s been here, has already begun helping customers like you find solutions to their issues. Looking ahead, Vanessa is excited to master all the features available in BrightGauge and to get to know everyone on the team. We couldn’t be happier about this awesome addition to the group! Out of office     Vanessa takes any opportunity she can get to learn, learn, learn. So, when she’s not at work, you can bet that she’s still working diligently on expanding her mind. Otherwise, she’s happy to spend time with family and participate in various religious and volunteer activities. Welcome to the fam, Vanessa!

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