High sales closure rate (additional and cross-sales)
Posted: Mon Jan 20, 2025 6:07 am
Although technical support is not a sales channel, it may well encourage a client to expand their current order or buy another product. About half of business owners, or 47% to be exact, claim that it is with the help of operators that they can increase cross-selling rates.
For example, a potential buyer calls the support service to find out information about the bikes he has his eye on. When buying one of them, the employee may offer to buy a helmet as well. The efficiency of the work can also be determined by tracking the percentage of closed sales per number of requests processed by support per month:
Monthly close rate = (Number of closed upsells and cross-sells / Number of tickets) * 100
It should be noted that some customer service representatives are better at cross-selling and upselling than others. You could offer to listen to recordings of their interactions with customers to less successful agents and see if this can improve the monthly metric.
Low Customer Effort Index
In the modern world, convenience amazon database is one of the main criteria, so it is necessary to try to simplify the lives of consumers as much as possible. Moreover, the loyalty of customers who have to contact the support service additionally decreases in 96% of cases. If consumers are relieved of this effort, the figure may fall to 9%.
The Customer Effort Index (CES) measures how easy it is for a customer to complete a task, such as connecting to the right operator or finding a support phone number. To measure the index, customers are asked to rate how easy it was to resolve a problem on a scale of 1 to 5 after contacting support. Additionally, they can find out what was most difficult about the experience. Averages are calculated based on the responses.
CES = Sum of all scores / Total number of respondents.
Customers need to be satisfied, so it is important to respond to negative reviews as quickly as possible, otherwise high customer effort indices may lead to lower customer satisfaction and loyalty.
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Average satisfaction index at 80%
As the name suggests, the Customer Satisfaction Index (CSAT survey) measures how satisfied consumers are with your products, services, and overall business. It can help you understand through feedback what problem areas you have from your customers’ perspective.
Average satisfaction index
The index can be calculated by sending out questionnaires to clients, which will contain questions like: "How would you rate your satisfaction with the service you received? On a scale of 1 to 5, where 1 is "Not at all satisfied", 5 is "Very satisfied". CSAT, like CES, should contain an open question, which will allow the consumer to tell you what exactly he liked or did not like about his interaction with your company.
CSAT = (Number of satisfied customers / Total number of responses) * 100
Depending on the industry, the standards for the customer satisfaction index may vary: for example, for financial services, according to the study, it is 80%, for retail – 88%.
For example, a potential buyer calls the support service to find out information about the bikes he has his eye on. When buying one of them, the employee may offer to buy a helmet as well. The efficiency of the work can also be determined by tracking the percentage of closed sales per number of requests processed by support per month:
Monthly close rate = (Number of closed upsells and cross-sells / Number of tickets) * 100
It should be noted that some customer service representatives are better at cross-selling and upselling than others. You could offer to listen to recordings of their interactions with customers to less successful agents and see if this can improve the monthly metric.
Low Customer Effort Index
In the modern world, convenience amazon database is one of the main criteria, so it is necessary to try to simplify the lives of consumers as much as possible. Moreover, the loyalty of customers who have to contact the support service additionally decreases in 96% of cases. If consumers are relieved of this effort, the figure may fall to 9%.
The Customer Effort Index (CES) measures how easy it is for a customer to complete a task, such as connecting to the right operator or finding a support phone number. To measure the index, customers are asked to rate how easy it was to resolve a problem on a scale of 1 to 5 after contacting support. Additionally, they can find out what was most difficult about the experience. Averages are calculated based on the responses.
CES = Sum of all scores / Total number of respondents.
Customers need to be satisfied, so it is important to respond to negative reviews as quickly as possible, otherwise high customer effort indices may lead to lower customer satisfaction and loyalty.
Recommended articles on this topic:
Marketing Department KPI: 11 indicators and calculation example
Example of a cooperation proposal: just follow the instructions
Selling price list: 5 marketing tricks + 10 tips for design
Average satisfaction index at 80%
As the name suggests, the Customer Satisfaction Index (CSAT survey) measures how satisfied consumers are with your products, services, and overall business. It can help you understand through feedback what problem areas you have from your customers’ perspective.
Average satisfaction index
The index can be calculated by sending out questionnaires to clients, which will contain questions like: "How would you rate your satisfaction with the service you received? On a scale of 1 to 5, where 1 is "Not at all satisfied", 5 is "Very satisfied". CSAT, like CES, should contain an open question, which will allow the consumer to tell you what exactly he liked or did not like about his interaction with your company.
CSAT = (Number of satisfied customers / Total number of responses) * 100
Depending on the industry, the standards for the customer satisfaction index may vary: for example, for financial services, according to the study, it is 80%, for retail – 88%.