You know that outstanding customer support increases customer loyalty, but how do you know exactly what's working? That's the subject of our latest webinar around support center metrics and how they're used to uncover actionable insights. Kerri Nunnamaker and Taryn Cooper will explain why analyzing simple response efficiency can only get you so far, and why more in-depth analysis and complex metrics actually leads to increased repeat purchase rates and customer retention.

1. Optimizing Customer Support

2. 3
Correlation between support usage and
user transactions
Identify at-risk, high LTV customers
Products that create support volume
What you’re going to learn
2
1

3. Case Study

4. Harris Farm Markets

5. Harris Farm Markets

6. Harris Farm Markets
Resolving individual customer issue
Making ongoing operational improvements

7. The Results

8. RJMetrics Demo

9. Number of tickets

10. Number of tickets

11. Number of tickets

12. Tickets by status

13. Average time to resolution

14. Average time to resolution

15. Peak ticket days and hours

16. Who is filing tickets?

17. Correlation between support usage and LTV

18. Identify at-risk, high LTV customers

19. Products that create support volume