Using this metric in isolation is difficult to assessquality of serviceand team capabilities

[AsaduzzamanFoysal]

8. Chat messages

As the name implies, this is a measurement of the number of messages that can be sent during a conversation.

One of the problems here is that two different users inquiring about the same thing may end up generating two completely different message counts for legitimate reasons.

For example, imagine that your customer service belgium consumer mobile number list team only provides support in English. There may be a client whose first language is not English, which leads to the need for more clarification than usual on both sides. On the other hand, you have a customer who speaks perfect English.

You may find that a conversation with a letter ends with significantly fewer messages. So think about how you estimate these numbers.

9. Tags by category
Tags are handy because they are a great way to assess where you need to focus your efforts. Depending on your product or service, a customer may reach out for several reasons.

For example, there could be calls for product support, account setup, billing, etc. Based on the nature of the conversations your customer service team handles, you can start assigning percentages to the number of conversations that come under each label.

The insights you gain from this can help you do two things. First, there is the benefit of restructuring your team. You may find that you simply need less focus on one area, while you need more focus on another. So you can shuffle team members around to meet demands.