Over a million developers have joined DZone.
{{announcement.body}}
{{announcement.title}}

5 Customer Support Metrics For DevOps Success

DZone's Guide to

5 Customer Support Metrics For DevOps Success

Customer support and feedback is critical to DevOps. Here are some metrics to help you track your progress.

· DevOps Zone
Free Resource

Download “The DevOps Journey - From Waterfall to Continuous Delivery” to learn about the importance of integrating automated testing into the DevOps workflow, brought to you in partnership with Sauce Labs.

After reading Intercom on Customer Support, I thought it would be a great time to shine a light on a less glamorous growth tactic — stellar customer support.

“The number one reason customers quit is because they believe the company no longer cares about them.” 
— Intercom

The 5 Key Customer Support Metrics

According to Des Traynor and John Collins, there are 5 key metrics to a successful customer support team:

Customer Support Key Metrics

The first three are fairly easy to calculate, but the latter two are often overlooked.

The 90% Rule For Response Times

Finding an optimal response time can be tricky, because…

  • You have free and paid customers.
  • You have customers that pay a few bucks a month and others who pay 100s.
  • Your support team can reply with quality or quantity, but usually not both.
  • Your support team is finite or you decide to hire more, taking the financial hit.

Response Time 90 Rule

So how do you decide how much time to spend?

“Look at the 90th percentile value. This is the longest wait time for 90% of your customers that get in touch”

Once you know the longest wait time for the majority of your customers (i.e. ~90% of them), aim to reduce it. For example, Buffer replies to 57% of email within an hour.

Following this rule of thumb will ensure your customer retention rates explode, as you make more of your customers happier, more of the time.

Keep Creating ‘Wow’ Moments

  • Buffer does it by having a customer happiness percentage of 94%.
  • HotelTonight maintains a 24/7 response time of less than 10 minutes.
  • Zappos does it by helping you with anything (like a 10 hour long customer call).
  • Asana makes everyone in the company do support — CEO to intern.
  • GrooveHQ has their CEO spend 20+ hours on support per week.

The Wow Moment

These moments create a viral word-of-mouth loop. It’s growth 101. Your customers win and so do you.

What will your ‘wow’ moment be?

Step In Before They Step Out

Heard of ‘Next Contact Avoidance’ before? Neither had I.

The crux of it is to proactively help a customer achieve their goals, even though they may have come to you with a single problem.

Proactive Customer Support

Running customer support with this mindset will (over time) decrease total customer support time and increases customer satisfaction.

It’s win-win!

An Example

A customer has asked you about a due date feature being built in your project management tool. By asking a few logical questions (or preemptively telling them), you might just find your customer is actually having problems with meeting project deadlines. From there, you can help them structure their work in a more predictable way and help them to avoid relying on due dates altogether.

You’ll become a mind-reader to your customers (the good kind).

Remember, Your Customers’ Success Is Your Success

Customer support isn’t building a product, nor is it distributing one.

But don’t let that fool you. Stellar customer support keeps customers for longer and turns them into your biggest fans.

And you never know, it might just become your competitive advantage.

Discover how to optimize your DevOps workflows with our cloud-based automated testing infrastructure, brought to you in partnership with Sauce Labs

Topics:
start-up ,metrics ,growth

Published at DZone with permission of Gerry Claps. See the original article here.

Opinions expressed by DZone contributors are their own.

THE DZONE NEWSLETTER

Dev Resources & Solutions Straight to Your Inbox

Thanks for subscribing!

Awesome! Check your inbox to verify your email so you can start receiving the latest in tech news and resources.

X

{{ parent.title || parent.header.title}}

{{ parent.tldr }}

{{ parent.urlSource.name }}