effective help desk

Measuring help desk performance is a must to increase your help desk efficiency and optimize efforts. The metrics I outlined constitute the core of any help desk KPI set, which is extended according to your customer service specifics. If you need any assistance with establishing a help desk process supported by a tailored KPI set, r to ScienceSoft’s team.

Your help desk’s ultimate goal is to keep your customers satisfied with how their issues were resolved and how the communication with your brand went. To achieve this goal, the Customer Satisfaction Score should be measured and analyzed on a regular basis. Customer feedback to enable CSAT measurement can be gathered in several ways. For example, companies can send surveys to customers as soon as their issue is resolved or have a form on their website for customers to leave feedback. All the acquired data is used to measure CSAT (usually expressed as a percentage). Also, this indicator is closely connected with other metrics, including First Call Resolution.

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