What's included

• Manage the entire lifecycle of users and going above and beyond client's expectations

  This means providing timely support responses, jumping on a call with users who need help, creating resources to improve users’ ability to be successful on platforms, sharing a loom/video guiding the user in the right direction, etc.

• Response time

  Delivering timely responses to customer inquiries and issues. This can be measured by average response time or by meeting predefined targets for response time.

• Satisfaction rating

  Ensuring high levels of customer satisfaction and receiving positive feedback. This can be measured through customer surveys, ratings, or reviews.

• First call resolution

  Resolving customer issues or questions during the first interaction, without the need for further follow-up. This is often measured as a percentage of cases resolved on the first contact.

• Service level agreement (SLA) compliance

  Meeting or exceeding the agreed-upon service level targets, such as response time, resolution time, or availability. SLAs are often defined in contracts or agreements between a company and its customers.

• Retention rate

  Maintaining a high percentage of customers and reducing customer churn. This can be measured by tracking the number of customers retained over a specific period.

• Escalation rate

  Minimizing the number of customer issues that need to be escalated to higher levels of management or specialized teams. This can be measured by tracking the percentage of cases that required escalation.

• Quality assurance

  Ensuring that the customer service team delivers consistent and high-quality service. This can be measured through quality monitoring, audits, or assessments of customer interactions.

• Knowledge base or self-service availability

  Providing customers with easy access to information and resources to answer their own questions or resolve their own issues. This can be measured by Knowledge base or self-service availability, tracking the usage and effectiveness of self-service tools or knowledge base articles.

• Net Promoter Score (NPS)

  Measuring customer loyalty and likelihood to recommend the company. NPS is often measured through customer surveys and is used as an indicator of overall customer satisfaction and advocacy.