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Customer Support KPIs / BEV / Health check


Need to understand health of marketplace and “North Star” health metrics and alerting/yellow flags (Vera’s words)
So not just establishing that we need to close tickets in 24hrs, but also establishing how we are going to do that, what are the signs that we are/aren’t.
Need to also include community engagement
Instagram comments & dms - engaging with all
Facebook VIPP group - posting 2-3x a week
What alerts will be created to let us know of an imminent failure, 50%, etc.....
Customer Support
How many tickets are we receiving?
Split by different categories
How quickly are we to respond to first outreach
How quickly to we resolve on average for each category
NPS post resolution

From all the various metrics, SOPs, etc... we are going to want to focus on those that have the greatest impact on Customer experience. So make sure to highlight those and what if any blockers exist or resources needed

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The best way for us to track the health metrics for CS will be the NPS score - ideally a 9 or 10 but 8 is acceptable as well.
A great yellow flag will be a score of 7 or lower prompting us to reach out and ask for more information ideally if they leave their contact info.
Using DataScope integration with Intercom to automate this process and get it rolled out before Planchella
Ticket times
Ideally we want to help the customer and close the ticket as soon as possible but that is not always an easy open/close case so here are a few key factors to help keep track and monitor tickets
Assign tickets accordingly but also check the “all tickets” section hourly to make sure no one falls through the cracks
When there is more than just me answering tickets ( and I can do this now if wanted) make a note with date and time of progress of ticket( IE Note: 4/11/22 10:16AM EST Ticket in Progress waiting on reply from Merchant) that way we can track how long they are in progress, on hold etc.
Mark tickets as urgent when needed IE
Log in issues
Check out issues
Merchant/ recent purchase issues
Issues not marked as urgent
Plant tagging/ID
Plant questions
General app questions
Signs we aren’t meeting ticket times
A customer reaches out more than once with no response ( we should always reply with we have received your issue and are looking into it etc. )
FRT is too long ( First response time is as soon as possible - this can be automated when we get more tickets rolling in)
Community Engagement
VIPP group
FB group can vary day to day - I found that people are very good about reporting issue in the group and sending them to the support portal has been very helpful to track and resolve issues faster and with less back and forth
Not as engaged in my “fun” posts but we are getting there and I will continue to post 2/3 times a week
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