Customer health scoring based on support interactions
ART-984_KNOWLEDGE_NODE-20
example, metrics like time to first response, time to resolution, CSAT, etc. should be core metrics for all members of the cross-functional unit (not just the support team). Additionally, things like up-sell/cross-sell rates, win rates to CSAT scores are all crucial for the unit as a whole. For example, why can\xe2\x80\x99t a PM or AE be the first to respond to a customer inquiry? It\xe2\x80\x99s simple, they can and should.\n\nEnsure access across system boundaries\n\nDepending on the function
Why you Should be Looking at Support Differently
ART-1003_KNOWLEDGE_NODE-20
AverageResolutionTime\nFROM tickets t\nWHERE t.status = 'resolved'\nAND EXTRACT(@period FROM t.created_at) = EXTRACT(@period FROM CURRENT_DATE);\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\n\n\nCustomer Satisfaction Score (CSAT)\n\n\n  Definition\n    \n      A metric that gauges customer satisfaction with the support provided, typically collected through surveys.\n    \n  \n  Calculation\n    \n      (Number of satisfied responses) / (Total number of responses) * 100\n
Understanding a Support Lead's Pain Points and KPIs
ART-1973_KNOWLEDGE_NODE-26
customer type.\n* **SLA breaches per customer**\n\n  Number of Conversations with SLA breaches for each customer.\n* **SLA breaches w.r.t. Channel**\n\n  Number of conversations where SLA was breached for each source channel.\n* **Avg CSAT w.r.t. SLA status**\n\n  Average CSAT rating of conversations w.r.t. their SLA status.\n* **Unassigned Conversations with SLA breaches per customer**\n\n  Number of Unassigned Tickets with SLA breaches for each customer.\n\n[PreviousConversation
Conversation-SLA Analytics | Support analytics | Computer for Support Teams | DevRev
ART-1003_KNOWLEDGE_NODE-21
\n  \n\n\nSELECT (COUNT(cs.id) * 100) / (SELECT COUNT(*) FROM customer_surveys WHERE EXTRACT(@period FROM created_at) = EXTRACT(@period FROM CURRENT_DATE)) AS CustomerSatisfactionScore\nFROM customer_surveys cs\nWHERE cs.satisfaction = 'satisfied'\nAND EXTRACT(@period FROM cs.created_at) = EXTRACT(@period FROM CURRENT_DATE);\n-- NOTE: Replace @period with 'DAY', 'WEEK', 'MONTH', or 'QUARTER'.\n\n\nNet Promoter Score (NPS)\n\n\n  Definition\n    \n      A measure of customers\xe2\x80\x99
Understanding a Support Lead's Pain Points and KPIs
ART-1003_KNOWLEDGE_NODE-22
likelihood to recommend the company\xe2\x80\x99s product or service based on their support experience.\n    \n  \n  Calculation\n    \n      (Percentage of Promoters - Percentage of Detractors) * 100\n    \n  \n\n\nSELECT\n  ((COUNT(CASE WHEN nps.score >= 9 THEN 1 END) * 100 / COUNT(nps.id)) -\n  (COUNT(CASE WHEN nps.score <= 6 THEN 1 END) * 100 / COUNT(nps.id))) AS NetPromoterScore\nFROM net_promoter_surveys nps\nWHERE EXTRACT(@period FROM nps.created_at) = EXTRACT(@period FROM
Understanding a Support Lead's Pain Points and KPIs