You will get Customer Support KPI Audit

Starting at

$

450

About this service

Summary

With over 10 years of experience in customer support and management, I’ve successfully helped companies in healthcare, IT, and facilities services improve their customer service operations, leading to increased satisfaction rates by 15-20%. I have hands-on experience with tools like Zendesk, Freshdesk, JIRA, and PowerBI, enabling me to provide data-driven recommendations for your business.

Process

Understand the client’s needs, customer support setup, and key challenges
1. Schedule a kickoff call to understand support processes/tools (Zendesk, Freshdesk, etc.).
2. Identify key KPIs to focus on (FRT, CSAT, etc.).
3. Collect access to relevant data from support software and historical reports.
Gather relevant data from the client’s support tools
1. Secure access to support systems .
2. Gather historical KPI data (response times, resolution rates, customer satisfaction).
3. Export or request help desk reports for analysis.
4. Ensure data security by signing NDAs if necessary.
Analyse performance metrics to find inefficiencies and improvements
1. Review KPIs: First Response Time, First Contact Resolution, Average Handling Time, CSAT
2. Identify bottlenecks: slow responses, high ticket backlog
3. Benchmark against industry standards
4. Analyse performance, peak hours, ticket prioritization
Create detailed audit report with data-driven insights and recommendations
1. Current key metrics, gaps and improvement recommendations (workload reassignment, workflow enhancement).
2. Suggest KPI improvements: better workflows, faster escalations, training.
3. Use tools like Power BI or JSReports for presentation.
Present findings and discuss recommendations with the client.
1. Schedule a meeting to discuss the audit report.
2. Present findings comparing current vs. target KPIs.
3. Offer actionable suggestions.
4. Address client questions and clarify recommendations.
5. Propose next steps

What's included

  • You will get Customer Support KPI Audit | Boost Team Efficiency & Satisfaction

    With over 10 years of experience in customer support and management, I’ve successfully helped companies in healthcare, IT, and facilities services improve their customer service operations, leading to increased satisfaction rates by 15-20%. I have hands-on experience with tools like Zendesk, Freshdesk, JIRA, and PowerBI, enabling me to provide data-driven recommendations for your business.


Duration

2 weeks

Skills and tools

Customer Success Manager
Customer Support Representative
Community Manager
Freshdesk
Gorgias
HubSpot
Intercom
Zendesk

Industries

Technical Support
Customer Service

Work with me