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The stakes have never been higher for support teams. A single negative customer support encounter can lead customers to move on. Given the significant influence of support teams on a company's financial success and reputation, it is imperative for organizations to constantly track customer service and improve the performance of their support agents. This involves identifying areas that require improvement, recognizing effective strategies, and celebrating good performance to ensure a positive impact on the company's bottom and top lines. This guide outlines the eight most important customer service KPIs to measure and improve and case studies showcasing three companies that did just that.

Net Promoter Score (NPS) helps companies navigate toward success by measuring satisfied customers. By measuring how likely customers are to recommend your product or service, NPS provides valuable insights that can guide improvements. Here's how 5 companies use NPS to improve their business:

Dealing with slow ticket support and resolutions is frustrating, to say the least. In fact, according to Zendesk’s CX Trends 2024, 73 percent of customers say that quick resolution time sits at the very top of their priority list. Hitting a target average ticket resolution time is the key to customer support and operational efficiency. Here’s how 4 companies improved theirs:

Dealing with a never-ending stream of support tickets is a common headache for many companies, wasting time and resources. But imagine cutting down that ticket volume significantly. In this post, 3 companies show you exactly how they did that.

It's hard to understand the impact cobrowsing software will really make. Below, see the unique quotes from G2 cobrowsing reviews about what it does for users.

If you're looking for the best co-browsing software then the range of options is confusing. Here is who uses Upscope and who does not need it.

What will be the impact of AI on customer support jobs? After building apps using chatGPT, I figured out that customer support jobs might just increase in number.

Customer support agents ask for screenshots or they ask questions when having automated screenshots appear directly in your live chat system solves the problem.

AI answers how to improve CX in the insurance industry including fixing issues of not putting customers first, long wait times, what software to use, and how cobrowsing helps.