Track and analyze customer service performance metrics across channels, focusing on response times, satisfaction scores, and case resolution rates to optimize customer experience and support efficiency.
Evaluate quarterly customer service performance for home furnishings retail operations, analyzing key metrics including response times, satisfaction scores, and case volumes. Identify trends in customer support needs and opportunities for service improvement.
Line chart showing quarterly trends in response times and CSAT scores.
Questions to Consider:
How have response times and customer satisfaction evolved over the past quarters?
Are there seasonal patterns in service performance?
What is the correlation between response times and satisfaction scores?
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Bar chart displaying case volumes by category with resolution rates.
Questions to Consider:
Which issues are most common among customers?
How do resolution rates vary by case category?
Are there specific categories requiring additional support resources?
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Bar chart comparing channel usage and satisfaction scores.
Questions to Consider:
Which channels are preferred by customers?
How does satisfaction vary across different support channels?
Are there opportunities to optimize channel mix?
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Analyze root causes for top case categories to identify preventive measures
Evaluate staffing levels against peak volume periods
Review self-service content effectiveness and expansion opportunities
Assess training needs based on case resolution rates by category
Consider channel optimization based on satisfaction scores and volume
Investigate correlation between response times and customer satisfaction
Review knowledge base coverage for common customer issues
Evaluate potential for automated solutions in high-volume categories