There’s always an opportunity to get better. But, it starts with making sure you’re starting on the right path.
Let’s talk about getting on the right path to better email support. Below you will find three metrics your team should be considering to ensure timely, helpful email support is being delivered to customers.
Metric: Addressed Second Question Directly
StellaService definition: The CSR addressed the customer’s second question directly.
Why it’s important: StellaService includes multiple questions in the same email to retailers that are distinct and merit separate responses. Interactions are structured as such to measure the thoroughness of CSRs handling support questions.
This metric is a great go-to diagnostic for the health of your email support. “It’s almost like checking your blood pressure,” says Chris Vodola, a StellaService Client Development Manager who previously managed contact centers for major beauty brands and online retailers. If a significant …