20 Essential Customer Service Metrics to Measure in 2025
Prashanth Kancherla
Jan 21, 2025 | 18 mins read
When we talk about delivering a great customer experience, the key question arises how we should measure it and ensure that we are consistently meeting customer expectations. That’s why we need to track the right customer service metrics.
These metrics go beyond tracking performance; they provide clear insights into the pulse of the customer, identify areas for improvement, and accordingly optimize performance.
As we enter 2025, let’s explore 20 key customer service metrics you should measure to improve your customer experience and drive business success.
What Is Customer Onboarding?
The customer onboarding process focuses on nurturing new customers—ensuring they are properly set up, familiar with your product, and comfortable using it. The purpose of customer onboarding is to provide value to your consumers as soon as possible so that they continue to return to your product and quickly embrace it as part of their regular work routine.
What are Customer Service Metrics?
Customer service metrics are tools that help you measure how well your customer support team is performing. Customer metrics track various aspects of customer interactions, satisfaction, and the overall efficiency of your support processes.
Moreover, they allow you to see how well your team meets customer needs and expectations, and how close you are to achieving your company’s goals.
List of Top Customer Support Metrics
Before we go in-depth, here’s a complete list of the top 20 customer support metrics that you should monitor to understand and improve your customer service performance:| # | Customer Metric | Key Feature |
|---|---|---|
| 1 | CSAT (Customer Satisfaction) | Measures how satisfied customers are with the service they received. |
| 2 | CES (Customer Effort Score) | Assesses how easy it was for customers to get their issue resolved. |
| 3 | NPS (Net Promoter Score) | Measures customer loyalty by asking if they would recommend your service. |
| 4 | Social Media Metrics | Tracks customer sentiment and engagement on social media platforms. |
| 5 | Customer Churn | Measures the percentage of customers who stop using your product or service. |
| 6 | First Response Time | Shows how quickly your team responds to customer inquiries. |
| 7 | Resolution Rate / Average Resolution Time | Measures the percentage of issues resolved and tracks the time taken to resolve them. |
| 8 | Repurchase Rate | Measures the percentage of customers who make repeat purchases. |
| 9 | Customer Retention Rate | Tracks how well you retain customers over time, indicating overall customer loyalty. |
| 10 | Customer Experience Rating | Assesses the overall customer experience with your company. |
| 11 | Frequency of Up-Sells and Cross-Sells | Measures how often your team successfully offers additional products or services. |
| 12 | Backlog | Tracks the number of unresolved tickets or issues waiting to be addressed. |
| 13 | Average Handle Time (AHT) | Measures the average time an agent spends resolving a customer issue. |
| 14 | Rate of Answered Calls | Shows the percentage of incoming calls that are answered by your team. |
| 15 | Issue Resolution Rate | Indicates the percentage of customer issues resolved on the first contact. |
| 16 | Customer Ticket Request Volume | Tracks the total number of tickets created by customers over a given period. |
| 17 | Self-Service Usage | Measures how often customers are using self-service options, like FAQs or chatbots. |
| 18 | Ticket Reopens | Shows how many times a ticket has been reopened, indicating unresolved customer issues. |
| 19 | Message Volume per Agent | Tracks how many messages each agent handles, giving insight into workload and efficiency. |
| 20 | Agent Touches | Measures how many updates or actions an agent makes to a customer’s ticket. |
Why Measuring Customer Service Metrics are Important
Without tracking customer service metrics, it’s hard to know if your efforts are paying off, or where adjustments are needed.
Here are key reasons why customer service metrics matter:
- Metrics like first response time and resolution time give insight into how efficiently your team handles customer issues.
- By measuring customer feedback (e.g., CSAT or NPS), you can gauge how satisfied customers are with your service.
- Metrics such as ticket volume and first contact resolution rate highlight areas where processes might be slowing down.
- Metrics like customer effort score (CES) and issue resolution rate can highlight where your service processes are falling short.
Top Customer Support Metrics You Should Measure
Now that you have a good understanding of the various benefits of customer service metrics; let’s look at the top 20 customer metrics you should monitor.
CSAT
Infographic
CSAT measures how happy customers are with your services or products. It’s typically collected through surveys where customers rate their satisfaction on a scale of 1-5.
How to measure?
To calculate CSAT, use the formula:
(Number of satisfied customers [4s and 5s] / Total number of responses) x 100
This formula provides a CSAT percentage, where higher values indicate greater customer satisfaction. Only responses rated 4 or 5 are counted to improve the accuracy in predicting customer loyalty.
Bonus Tip
Send CSAT surveys immediately after each customer service interaction to capture their impressions while the experience is fresh. Including open-ended questions can add context to the scores. For instance, you could ask, “What did you enjoy about this interaction?” or “What could we improve on?”
CES
infographic
The Customer Effort Score (CES) measures the effort a customer must exert to get an issue resolved or complete a task. Lower effort generally leads to higher satisfaction and loyalty, as customers are more likely to return when the process is easy.
How to measure?
Ask customers to rate the ease of their experience on a scale of 1 to 7, where 1 represents “very easy” and 7 means “very difficult.” Then, calculate the average score across responses to get a single CES score.
For example, A CES score of 2.5 indicates that most customers find their interactions fairly easy, while a score closer to 6 might suggest your process needs simplification.
Bonus Tip
Use CES in combination with other metrics like CSAT to get a fuller view of customer loyalty. If a customer typically has positive interactions but finds one experience especially challenging, CES can highlight areas to improve without overshadowing an otherwise good relationship.
NPS
infographics
Net Promoter Score (NPS) is an essential customer metric for measuring customer loyalty. It’s calculated based on the question, “How likely are you to recommend our company to a friend or colleague?” on a scale of 0 to 10. This score divides respondents into three categories:
- Promoters (9-10): Highly satisfied customers who will likely recommend you.
- Passives (7-8): Customers who are neutral.
- Detractors (0-6): Dissatisfied customers who may not return.
How to measure?
To calculate NPS:
NPS = (Percentage of Promoters) – (Percentage of Detractors)
A positive NPS is desirable, with higher numbers indicating stronger loyalty. For instance, an NPS of 60 (where 70% are promoters and 10% are detractors) is solid but indicates room for improvement.
Bonus Tip
Use NPS alongside CSAT for a clearer picture. CSAT tells you if customers are happy with a specific service, while NPS reveals their overall loyalty to your brand.
Social Media Metrics
Tracking social media metrics can help you understand customer sentiment by looking at comments, brand mentions, and questions on platforms like Twitter and Facebook. Monitoring both positive and negative comments allows you to assess what customers love about your service and where they face frustrations.
How to measure?
To measure social media performance, track:
- Brand mentions over time
- Frequency of negative comments
- Customer questions or support requests on social platforms
- Number of issues resolved by social support versus other channels
Bonus Tip
Regularly review these metrics and coordinate with your social media team to respond to customers promptly. Platforms like LinkedIn and Facebook offer in-depth analytics tools, which are useful for measuring engagement trends and responding to customer feedback more effectively.
Customer Churn
Customer Churn (also known as customer attrition) measures the rate at which customers stop doing business with you. A high churn rate can indicate issues with customer experience, while a lower churn rate often points to strong customer loyalty.
How to measure?
To calculate churn rate, use the formula:
[(Customers at start of period – Customers at end) / Customers at start] x 100
Tracking churn helps you spot potential red flags, such as a decrease in purchase frequency or low NPS scores. For instance, a customer who previously gave high NPS ratings but recently provided a low score may be at risk of churning.
Bonus Tip
Implement tools like Ozonetel’s CX Hub to automatically identify customers at risk of churning. Analyzing trends over time helps you understand why customers are leaving and take proactive steps to improve retention.
First Response Time
First Response Time (FRT) is a metric that measures the time it takes for a customer support agent to respond to a new inquiry. Customers value quick replies, and tracking FRT helps you optimize your response times and identify any bottlenecks in your support process.
How to measure?
To calculate FRT, use:
Time of first response – Time of customer request = FRT
This result can be measured in minutes, hours, or days, depending on your industry’s standards. Generally, the quicker the response, the better the customer experience.
Moreover, the benchmark FRT that you should aim for are:
- Email or online form: Within 24 hours
- Social media: Within 1 hour
- Phone: Within 3 minutes
- Live chat: Immediate response
Bonus Tip
For consistent response times, consider automating initial responses to let customers know their inquiry is received and will be addressed shortly. Monitoring FRT closely helps ensure that your support team meets customer expectations and fulfills any service-level agreements (SLAs) you may have in place.
Resolution rate/ Average Resolution Time
Average Resolution Time measures the time taken by your team to resolve customer issues and close tickets. It is a crucial metric for assessing the efficiency of your support process and its impact on customer satisfaction.
How to measure?
The formula to calculate average resolution time is:
(Total time spent on ticket resolution for all tickets) / (Total number of tickets resolved)
A low average resolution time indicates that your team efficiently handles customer queries, which leads to a smoother customer experience. Conversely, a high resolution time suggests inefficiencies in processes, such as poor communication between departments or insufficient training for complex issues.
Bonus Tip
If you notice an extended average resolution time, consider looking into potential issues like slow communication between teams or a need for more training on complex issues. Regularly reviewing this metric can help you identify trends and take targeted steps to improve team performance.
Repurchase Rate
Repurchase Rate is a valuable customer service metric that reflects the percentage of customers who make repeat purchases. For non-subscription businesses, such as e-commerce or consumer goods, it is a strong indicator of customer loyalty and satisfaction.
How to measure?
The formula to calculate repurchase rate is:
(Number of customers who made repeat purchases / Total number of customers) x 100
For example, if you have 100 customers and 60 of them make at least two purchases over a set period, your repurchase rate is 60%.
Bonus Tip
Some use cases for this metric are:
- Provide personalized customer experiences
- Resolve customer queries quickly and effectively
- Take note of recurring issues to improve the product experience
- Recognize loyal customers with thoughtful gestures, such as handwritten thank-you notes
Customer Retention Rate
Customer Retention Rate (CRR) measures how many customers a brand retains over a set period. Retaining customers is far more cost-effective than acquiring new ones, and a high retention rate indicates strong loyalty and satisfaction.
How to measure?
The formula to calculate CRR is:
(No. of customers at the end of the period – New customers acquired during the period)
/ (No of customers at the beginning of the period) x 100
Bonus Tip
A high retention rate suggests customers find value in your service and have positive experiences with your brand. Conversely, a declining CRR may indicate underlying issues with customer satisfaction or support quality. Regularly tracking CRR and analyzing why customers stay or leave can help you improve retention strategies.
Customer Experience Rating
Customer Experience Rating evaluates how customers perceive their overall interactions with your company. Positive experiences not only improve retention but also encourage upselling and cross-selling opportunities.
How to measure?
Use a combination of:
- Transactional surveys after purchases or support interactions.
- In-person feedback or social media sentiment analysis.
Bonus Tip
Analyzing CX ratings across various channels allows you to identify specific areas where your support team excels or needs development, leading to more informed adjustments in your approach.
Frequency of Upsells and Cross Sells
Upselling and Cross-Selling measure how effectively your team can encourage customers to upgrade their purchases or add complementary products. This metric reflects both the skill of your staff and the appeal of your offerings.
For example, a customer buying a basic subscription might benefit from advanced features in the premium version, which a support agent can suggest as an upsell.
How to measure?
To measure these metrics; keep a track of:
- Success rates of upsell and cross-sell attempts.
- Effectiveness of sales strategies based on customer needs.
Bonus Tip
Track your upselling and cross-selling activities using POS (Point of Sale) systems or CRM (Customer Relationship Management) software. Analyze which tactics work best and provide training for your team on effective upselling and cross-selling methods. This can help maximize revenue opportunities without compromising customer satisfaction.
Backlog
Backlog refers to the number of unresolved customer service requests over a given period. A high backlog often results from limited staffing or slow resolution times, which can lead to frustrated customers.
How to measure?
To measure backlogs, track the number of unresolved customer requests over a specific time period using your ticketing system or CRM software.
Bonus Tip
Keep an eye on backlog trends. If it consistently increases, consider additional resources, such as adding team members, improving workflows, or offering more training to handle complex issues efficiently.
Average Handle Time
AHT measures the average time an agent spends handling customer interactions, excluding queue time. It includes:
- Average talk time
- Average hold time
- Time spent on after-call tasks
A lower AHT often indicates efficiency, but it’s important to balance speed with quality. If agents rush through calls to reduce handle time, unresolved issues might lead to repeat calls and dissatisfied customers.
How to measure?
To measure the average handle time, use the following formula:
(Average talk time + Average hold time + After-call work time) ÷ Total number of calls
Bonus Tip
For email support, calculate AHT by adding the total time spent opening, following up, and resolving emails, then dividing by the total email tickets. This helps identify areas where response times can improve.
Rate of Answered Calls
The rate of answered calls indicates how effectively your team handles inbound customer queries. This metric reflects your team’s availability and ability to manage call volumes. A high rate means customers are getting the help they need, while a low rate signals potential inefficiencies or insufficient staffing.
How to measure?
The formula to measure this metric is:
(Number of answered calls ÷ Total number of calls) × 100
For example, if your team receives 120 calls in an hour but answers 100, your answered call rate is 83.3%.
Bonus Tip
If the answered call rate is consistently low, consider hiring more agents or optimizing schedules to cover peak hours. Address missed calls quickly with callbacks or follow-ups to mitigate customer dissatisfaction.
Issue Resolution Rate
The issue resolution rate measures the percentage of customer queries resolved by your team. Usually, a high resolution rate is a sign of efficient problem-solving.
However, unresolved issues should be reviewed to identify roadblocks. Common causes include technical constraints, customer inaction, or communication gaps.
How to measure?
To calculate the issue resolution rate, use the following formula:
(Resolved queries ÷ Total queries) × 100
Bonus Tip
For unresolved issues, keep customers informed. For instance, if a feature isn’t available yet, communicate timelines honestly. For cases requiring customer actions, offer guidance or simplify steps to speed up resolution.
Customer ticket request volume
This metric tracks the total number of support tickets submitted over a specific time. An unusually high ticket volume after a new product release could mean usability challenges, unclear documentation, or bugs. Keeping tabs on this metric helps you proactively address such issues.
How to measure?
Compare the number of tickets week-over-week or month-over-month to identify patterns. A sudden spike may indicate an underlying issue.
Bonus Tip
If ticket volumes become overwhelming, update your FAQs or knowledge base to address common concerns. Alternatively, explore hiring additional support agents to maintain service quality.
Self Service Usage
Self-service usage measures how often customers use tools like FAQs, chatbots, or knowledge bases to solve issues without agent intervention. Plus, higher usage of self-service tools reduces the workload on your team, allowing agents to focus on complex queries. It also indicates that customers are finding solutions easily.
How to measure?
Track visits to self-help tools and monitor the contact rate (percentage of customers who still contact support after visiting self-service pages). For example, if 1,000 users access your FAQ, and only 50 contact support, your contact rate is 5%, indicating effective self-help resources.
Bonus Tip
Keep your self-service tools up to date with accurate, easy-to-understand content. Use analytics to identify popular queries and optimize those sections further. Introducing interactive features like chatbots can also improve usage.
Ticket reopens
Ticket reopens indicate how many times a customer reaches out again after a ticket has been marked as resolved. If a customer responds to a closed ticket, it is automatically reopened. A high reopen rate may signal unresolved product issues, inadequate resolutions, or premature closure of tickets by support agents, which leaves customers dissatisfied and seeking further help.
How to measure?
To calculate the ticket reopen rate, use this formula:
(Tickets Reopened ÷ Tickets Solved) × 100
For example, if 50 out of 450 tickets are reopened in a week, the ticket reopen rate is 11.1%. Track this rate over time to identify trends and underlying causes for frequent reopens.
Bonus Tip
Regular follow-ups after a ticket is solved can help ensure customers’ issues are fully addressed. Also, consider implementing a satisfaction survey after ticket closure to confirm resolution before marking tickets as completed.
Message Volume per Agent
Message volume per agent reflects the total number of messages an agent handles within a given period. A sudden spike in message volume may suggest that agents are dealing with an unusually high number of inquiries, which could signal a need for more staffing. Conversely, low message volumes could indicate inefficiency or a lack of resource utilization.
How to measure?
Add up the number of messages handled by an agent daily, weekly, or monthly. Divide this by the total agent count for an average message volume.
For instance, if one agent handles 200 messages daily while another only handles 50, you may need to evaluate workload distribution and provide necessary adjustments.
Bonus Tip
Use analytics to spot patterns in message volume, particularly during peak hours. This can help optimize staffing schedules, ensuring that agents are available when message volume spikes.
Agent touches
Agent touches measure the number of actions an agent takes to resolve a ticket, such as responses, transfers, or file uploads. A higher number of touches often indicates that the issue is more complex or that the agent is encountering obstacles in reaching a resolution.
In contrast, a low number of touches generally indicates that the support team is handling issues efficiently, resolving them quickly without unnecessary back-and-forth.
How to measure?
To calculate the average touches per ticket, divide the total number of touches by the number of tickets handled. This will give you a clearer view of the complexity or ease of ticket resolutions.
Bonus Tip
Identify tickets with unusually high interactions to uncover potential training opportunities for agents or areas where the knowledge base could be expanded to streamline resolutions.
How to Improve DSAT Score?
Now that you know about the different ways that a good DSAT score can benefit your organization, here are some strategies that will help you boost this score.
Identify and Address Common Causes of DSAT
Understanding why customers are dissatisfied is the first step. Common causes include:
- Long Wait Times: Customers often feel frustrated when they are kept waiting.
- Ineffective Communication: Lack of clarity or empathy in interactions can lead to dissatisfaction.
- Lack of Personalization: Generic responses or failure to understand individual customer needs can make customers feel undervalued.
- Unhelpful Agents: Agents who do not resolve issues efficiently contribute to negative experiences.
- Technical Issues: Problems with the product or service can lead to complaints, even if the agent is helpful.
Solution
Conduct customer surveys, monitor interactions, and analyze feedback to identify these pain points. Addressing these causes may involve process improvements, updating training programs, and enhancing customer service protocols.
Invest in Employee Training and Performance Management
Studies show that companies that invest more in training experience significant returns. In fact, businesses that spend $1,500 per employee on training, compared to the industry average of $125, see an average of 24% higher profit margins and 218% higher income per employee.
Solution
- Conduct ongoing training workshops.
- Use coaching sessions to address areas needing improvement.
- Provide agents with resources and tools that help them resolve issues quickly and competently.
For example, Retail Solutions experienced a 50% increase in customer satisfaction scores after providing targeted sales training to their staff.
Implement Technology for Enhanced Customer Support
Using automation the right way can streamline operations while simultaneously improving customer experiences.
Solution
- Use a CRM (Customer Relationship Management) system to track interactions and personalize customer service.
- Implement AI-driven analytics to identify trends and areas for improvement.
- Use self-service options like knowledge bases to reduce dependency on customer service agents.
For example, Hootsuite—social media management platform—uses AI-powered sentiment analysis to monitor social media mentions and customer feedback in real time.
This enables Hootsuite to quickly identify emerging issues and respond promptly to customer concerns, creating a seamless feedback loop. The result? Improved customer support, better overall experiences, and higher retention rates.
Tag DSAT Tickets for Better Analysis
After collecting CSAT survey data, tag DSAT responses to analyze why customers were dissatisfied. There are typically three main categories for DSAT:
- Dissatisfaction with Customer Support: Issues like agent inefficiency or long hold times.
- Dissatisfaction with Product or Service: Problems like product defects or missing features.
- Dissatisfaction with Company Policies: Issues such as frustrating return or refund policies.
Solution
Tag DSAT tickets by category and conduct in-depth analysis to target specific issues. This helps in making process changes and improves service delivery.
Conduct Quality Assurance Audits
Quality Assurance (QA) audits can help you understand why customers are dissatisfied with an agent’s performance. Plus, regular QA checks can highlight discrepancies and areas for improvement in customer-agent interactions.
Solution
- Use QA scorecards to evaluate agent performance and ensure consistency.
- Review interactions systematically to identify training needs.
For example, Caterpillar Inc,—world’s largest construction equipment company—has built a robust system for understanding customer pain points. Through customer satisfaction surveys conducted after each purchase and periodic product use, the company collects valuable data on potential issues.
Regular Internal Reviews and Monitoring
Carry out regular internal reviews to ensure that the customer service processes are being followed correctly and that agents meet the required standards.
Solution
- Use conversational analytics to analyze customer-agent interactions.
- Monitor key performance indicators (KPIs) such as Average Handle Time (AHT), First Contact Resolution (FCR), and Customer Satisfaction (CSAT).
CSAT vs DSAT
When it comes to measuring customer experience, CSAT (Customer Satisfaction) and DSAT are two key metrics you need to understand. But how do they differ, and why should you care?
| Metric | CSAT (Customer Satisfaction Score) | DSAT (Dissatisfaction Score) |
|---|---|---|
| Focus | Measures customer satisfaction | Measures customer dissatisfaction |
| Scale | Typically 1 to 5 rating, with 4 or 5 indicating satisfaction | Typically 1 to 5 rating, with 1 or 2 indicating dissatisfaction |
| Purpose | Shows overall satisfaction and how well products or services meet customer expectations | Highlights areas where customers are unhappy or dissatisfied |
| Outcome | Higher scores indicate satisfaction | Higher scores indicate dissatisfaction (undesirable) |
| Use Case | Used to track general customer happiness | Used to pinpoint areas needing improvement and to reduce churn |
| Actionable Insights | Provides general feedback on what works well | Provides specific feedback on what needs fixing or improving |
| Example | A customer gives a 4 or 5 after a support interaction | A customer gives a 1 or 2, showing frustration or poor service |
| Customer Impact | Indicates customer loyalty and positive experience | Signals potential customer churn and negative feedback |
Tools to Monitor and Implement DSAT
Some tools that will help you identify areas of improvement and analyze customer sentiment are:
Speech Analytics
Speech analytics tools help contact centers get deep insights from customer conversations by analyzing tone, sentiment, and key phrases. These tools can identify recurring issues, assess agent performance, and understand customer emotions. For instance, Ozonetel’s Speech Analytics solution automates the analysis of every call and chat, enabling 100% quality assurance.
Live Monitoring Dashboard
Live monitoring dashboards provide real-time visibility into call center operations, helping managers track performance, identify issues, and take immediate corrective actions. And Ozonetel’s Live Monitoring Dashboard goes a step further by offering 100+ live reports and AI-driven insights which allow managers to monitor calls, track agent performance, and analyze sentiment in real time.
AI-powered Voice and Chatbots
AI-driven voice and chatbots help automate customer interactions, providing instant responses and improving operational efficiency. These tools use natural language processing (NLP) to understand and respond to customer queries in a human-like manner. Similarly, Ozonetel’s AI-powered voice and chat bots offer smart real-time assistance to both agents and customers.
Omnichannel Support
Omnichannel support tools allow businesses to engage customers across multiple touchpoints, from phone and email to chat and social media. These platforms help ensure consistent service, regardless of the communication channel. For instance, Ozonetel’s Omnichannel feature ensures a seamless, consistent experience for customers across all channels.
How Ozonetel Solutions Helps
Ozonetel helps businesses lower their DSAT scores with its unified CX platform. Thousands of businesses rely on Ozonetel’s powerful suite of features to deliver seamless experiences to customers at every stage of their journey. — Don’t believe us? Here are a few real-world examples where Ozonetel’s solutions made a significant impact.
PM-JAY: Improving Citizen Satisfaction with AI-based Sentiment Analysis
How do you handle a high volume of customer interactions while ensuring top-notch service? For PM-JAY, a government health initiative, the answer lay in Ozonetel’s AI-powered sentiment analysis.
This solution boosted First Call Resolution (FCR) rates and helped improve citizen satisfaction. By analyzing callers’ emotional tone, the system provided agents with the insights needed to respond quickly and accurately.
As a result, PM-JAY was able to address healthcare queries more effectively, leading to higher citizen engagement and satisfaction.
Read the full case study here!
Stockbroking Firm: Tackling High Volume with a Robust CX Platform
How do you manage rising customer queries without compromising quality? Ozonetel helped a leading stockbroking firm tackle this challenge by providing a robust customer experience (CX) platform.
With seamless integrations and intelligent IVR, the firm could route calls efficiently, reduce wait times, and offer quicker resolutions. The result? Improved operational efficiency and a more responsive, satisfying experience for their clients.
Read the full case study here!
Healthcare: Boosting Trust and Conversions Through Omnichannel Engagement
A leading health tech brand in India improved patient engagement by providing personalized communication and consistent points of contact across multiple channels like calls, WhatsApp, and more.
The result? A 36% increase in customer satisfaction (CSAT) and 54% higher conversions. By assigning a dedicated representative to each patient, the company built trust and made interactions more meaningful.
The integration of omnichannel tools enabled a seamless patient journey, with 100% compliance with patient confidentiality.
Read the full case study here!
ACKO: Accelerating Policy Resolution with a Smart Self-Service IVR
ACKO, a digital-first insurance company, improved customer satisfaction with a self-service IVR solution that reduced time spent in the IVR by 20% and sped up resolution times by 50%. With 90% CSAT, the solution allowed customers to handle claims, renewals, and policy updates without needing agent intervention.
Moreover, advanced routing and CRM integrations helped direct queries to the right teams, enhancing efficiency and driving 20% higher routing accuracy. This led to 3,000 successful self-service resolutions per month and a frictionless customer experience, setting ACKO apart in the insurance industry.
Final Thoughts
Customer dissatisfaction (DSAT) can hurt your business by damaging your reputation and affecting revenue. And while occasional complaints are normal, a pattern of dissatisfaction can lead to long-term issues such as customers not wanting to associate with your brand.
To guarantee this doesn’t happen, adopt a customer-first mindset – reduce wait times, improve communication and offer personalized services. This will help you create a service culture that not only resolves complaints but also builds long-term customer loyalty.
Plus, Ozonetel’s unified CXi Platform can help you respond quickly to customer concerns and efficiently resolve issues. With features like real-time analytics, intelligent routing, and seamless integration across channels, Ozonetel guarantees that customer issues are addressed promptly, reducing frustration and improving satisfaction
Want to see what Ozonetel can do for your company? Sign up today for a free 7-day trial.
Frequently Asked Questions
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AI is a key technology that accelerates digital transformation by automating tasks and improving operational efficiency. It enables companies to adopt more intelligent, adaptive strategies that better meet customer needs and market demands.
