{"id":15407,"date":"2023-08-15T16:44:58","date_gmt":"2023-08-15T16:44:58","guid":{"rendered":"https:\/\/breadstack.com\/?p=15407"},"modified":"2023-08-23T14:32:10","modified_gmt":"2023-08-23T14:32:10","slug":"customer-service-metrics","status":"publish","type":"post","link":"https:\/\/breadstack.com\/customer-service\/customer-service-metrics","title":{"rendered":"The 6 Must-Track Customer Service Metrics for Exceptional Service"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"15407\" class=\"elementor elementor-15407\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-11383b1 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"11383b1\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4d9e166\" data-id=\"4d9e166\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-be1fe7b elementor-widget elementor-widget-text-editor\" data-id=\"be1fe7b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">As customer expectations continue to rise, companies are under increasing pressure to provide efficient, effective, and satisfying interactions.\u00a0<\/span><span style=\"font-weight: 400;\">This is where customer service metrics come into play. <\/span><\/p><p><span style=\"font-weight: 400;\">They act as invaluable metrics that guide businesses toward exceeding customer demands. <\/span><span style=\"font-weight: 400;\">In this article, we\u2019ll explore the 6 must-track customer service metrics.<\/span><\/p><p>Let&#8217;s get started.<\/p><ul><li><a href=\"#second-heading\">Agent utilization<\/a><\/li><li><a href=\"#third-heading\">Activity breakdown<\/a><\/li><li><a href=\"#fourth-heading\">CSAT (Average satisfaction rate)<\/a><\/li><li><a href=\"#fifth-heading\">Average chat duration<\/a><\/li><li><a href=\"#sixth-heading\">Average waiting time<\/a><\/li><li><a href=\"#seventh-heading\">Total inbound\/outbound chats<\/a><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c4c9a94 elementor-widget elementor-widget-heading\" data-id=\"c4c9a94\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">What are customer service metrics?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c9a65e5 elementor-widget elementor-widget-text-editor\" data-id=\"c9a65e5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Customer service metrics are tools that businesses use to measure and evaluate the effectiveness of their customer support efforts.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">These metrics <strong>provide data-driven insights into various aspects of customer service performance<\/strong>, helping companies identify strengths and areas that require improvement.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">The metrics are just like how a dashboard in a car displays important information about the vehicle&#8217;s performance.\u00a0 <\/span><\/p><p><span style=\"font-weight: 400;\">Customer service metrics give businesses a clear view of how well they&#8217;re serving their customers and where adjustments might be needed.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-96d6b5b elementor-widget elementor-widget-heading\" data-id=\"96d6b5b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">The 6 must-track customer service metrics<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-797ee17 elementor-widget elementor-widget-menu-anchor\" data-id=\"797ee17\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"second-heading\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a87e651 elementor-widget elementor-widget-heading\" data-id=\"a87e651\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-medium\">Agent utilization<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4882d12 elementor-widget elementor-widget-text-editor\" data-id=\"4882d12\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">In the fast-paced world of ecommerce, your support team is like the engine propelling your business forward. Agent utilization serves as a powerful gauge of this engine&#8217;s efficiency.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">It goes beyond counting staff\u2014<strong>it measures how effectively your support agents are handling customer interactions<\/strong>.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Understanding agent utilization helps you manage staffing levels during peak shopping seasons.\u00a0 <\/span><\/p><p><span style=\"font-weight: 400;\">It also ensures that your customers receive timely assistance without enduring long wait times, translating to higher customer satisfaction and repeat business.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-85cb4c9 elementor-widget elementor-widget-heading\" data-id=\"85cb4c9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">What to do with agent utilization data? <\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-19e1e16 elementor-widget elementor-widget-text-editor\" data-id=\"19e1e16\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\"><strong>Optimize staffing<\/strong>: Use data on peak activity times to strategically allocate agents, ensuring that your support team is adequately staffed during high-demand periods.<\/span><\/p><p><span style=\"font-weight: 400;\"><strong>Improve efficiency<\/strong>: Identify underutilized agents and redistribute workloads to maximize productivity and reduce wait times.<\/span><\/p><p><span style=\"font-weight: 400;\"><strong>Plan training<\/strong>: Determine training needs based on agent performance and areas requiring improvement, ensuring your team is well-equipped to handle various customer inquiries.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a914b9d elementor-widget elementor-widget-heading\" data-id=\"a914b9d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">How to calculate agent utilization?<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-37d3fa5 elementor-widget elementor-widget-text-editor\" data-id=\"37d3fa5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Agent utilization = (Total time agents are handling interactions \/ Total available time) \u00d7 100<\/strong><\/p><p><span style=\"font-weight: 400;\">Total time agents are handling interactions: Sum of the time each agent spends actively assisting customers.<\/span><\/p><p><span style=\"font-weight: 400;\">Total available time: Total time the agents were available to handle interactions.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c5b1e36 elementor-widget elementor-widget-heading\" data-id=\"c5b1e36\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">Tip - Prioritize Peak Periods<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-49a8e2d elementor-widget elementor-widget-text-editor\" data-id=\"49a8e2d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\"><strong>Identify your busiest hours by analyzing historical data<\/strong> and align agent schedules to match these peak periods.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">By ensuring that more agents are available when customer demand is high, you can minimize wait times and deliver prompt support, leading to greater customer satisfaction.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ccff505 elementor-widget elementor-widget-image\" data-id=\"ccff505\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"640\" height=\"640\" src=\"https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/talking-with-customers-1024x1024.png\" class=\"attachment-large size-large wp-image-15414\" alt=\"offering customer support\" srcset=\"https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/talking-with-customers.png 1024w, https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/talking-with-customers-300x300.png 300w, https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/talking-with-customers-150x150.png 150w, https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/talking-with-customers-768x768.png 768w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-202041b elementor-widget elementor-widget-menu-anchor\" data-id=\"202041b\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"third-heading\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cdb004a elementor-widget elementor-widget-heading\" data-id=\"cdb004a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-medium\">Activity breakdown<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-efba858 elementor-widget elementor-widget-text-editor\" data-id=\"efba858\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Picture your ecommerce customer support operation as a symphony\u2014each agent playing a distinct role in creating a unified experience for your customers.<\/span><\/p><p><span style=\"font-weight: 400;\"><strong>The activity breakdown customer service metric provides you with a detailed scorecard of these roles<\/strong>, giving you a view of the variety of tasks your agents are performing.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">By analyzing these activities, ecommerce businesses can fine-tune their workflow processes, allocate resources more effectively, and ensure that their customers experience smooth, hassle-free shopping journeys.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e1edbf6 elementor-widget elementor-widget-heading\" data-id=\"e1edbf6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">What to do with activity breakdown data? <\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9a0d989 elementor-widget elementor-widget-text-editor\" data-id=\"9a0d989\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\"><strong>Refine support processes<\/strong>: Analyze the distribution of agent activities to streamline workflows, allocate resources effectively, and enhance the efficiency of your support operations.<\/span><\/p><p><span style=\"font-weight: 400;\"><strong>Enhance training<\/strong>: Identify common tasks and areas where agents might need additional training, enabling you to address knowledge gaps and improve overall performance.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c90c68b elementor-widget elementor-widget-heading\" data-id=\"c90c68b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">How to calculate activity breakdown?<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-38020cb elementor-widget elementor-widget-text-editor\" data-id=\"38020cb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>This customer service metric involves categorizing agent activities based on predefined tasks and measuring the time spent on each category.<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f637ba9 elementor-widget elementor-widget-heading\" data-id=\"f637ba9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">Tip - Fine-tune specialization\n<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-17e5896 elementor-widget elementor-widget-text-editor\" data-id=\"17e5896\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\"><strong>Analyze activity breakdown data to identify specific areas where agents excel<\/strong>. Create specialized teams based on these strengths, allowing agents to focus on what they do best.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Specialization enhances efficiency and expertise, leading to quicker issue resolution and improved customer experiences.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-14b1af2 elementor-widget elementor-widget-menu-anchor\" data-id=\"14b1af2\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"fourth-heading\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f1cc367 elementor-widget elementor-widget-heading\" data-id=\"f1cc367\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-medium\"> CSAT (Average satisfaction rate)<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d174222 elementor-widget elementor-widget-text-editor\" data-id=\"d174222\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Customer satisfaction is the cornerstone of ecommerce success. It can make or break a business.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">The CSAT customer service metric, or the average satisfaction rate, <strong>measures the level of satisfaction among customers who have interacted with your ecommerce support team<\/strong>.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">This metric provides a glimpse into how effectively your support aligns with customer expectations.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">High CSAT scores reflect positive shopping experiences, indicating that your ecommerce support plays a pivotal role in encouraging repeat purchases and <a href=\"https:\/\/breadstack.com\/marketing-sales\/are-customer-loyalty-programs-effective\/\" target=\"_blank\" rel=\"noopener\">building brand loyalty.<\/a><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-be62b10 elementor-widget elementor-widget-heading\" data-id=\"be62b10\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">What to do with CSAT data? <\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f4d6fd7 elementor-widget elementor-widget-text-editor\" data-id=\"f4d6fd7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\"><strong>Identify pain points<\/strong>: Dive into customer feedback to pinpoint specific pain points and areas where improvements are needed in your products, services, or support processes.<\/span><\/p><p><span style=\"font-weight: 400;\"><strong>Benchmark performance<\/strong>: Compare CSAT scores over time to track the impact of changes and improvements, allowing you to gauge the effectiveness of your customer service initiatives.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d4904f6 elementor-widget elementor-widget-heading\" data-id=\"d4904f6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">How to calculate CSAT?<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d6c719e elementor-widget elementor-widget-text-editor\" data-id=\"d6c719e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>CSAT = (Sum of satisfied responses \/ Total number of responses) \u00d7 100<\/strong><\/p><p><span style=\"font-weight: 400;\">Sum of satisfied responses: Count of responses where customers indicated satisfaction.<\/span><\/p><p><span style=\"font-weight: 400;\">Total number of responses: Total number of customer responses collected.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9ab695b elementor-widget elementor-widget-heading\" data-id=\"9ab695b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">Tip - Listen to customers <\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d10fe35 elementor-widget elementor-widget-text-editor\" data-id=\"d10fe35\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Actively listen to customer feedback provided through <a href=\"https:\/\/blog.hubspot.com\/service\/customer-satisfaction-survey-examples\" target=\"_blank\" rel=\"noopener nofollow\">CSAT surveys<\/a>. <strong>Regularly review comments and identify recurring themes or pain points<\/strong>.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Use this valuable feedback to continuously refine your support processes and make targeted improvements that resonate with your customers.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9d628eb elementor-widget elementor-widget-image\" data-id=\"9d628eb\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"640\" height=\"640\" src=\"https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/Customer-satisfaction-1024x1024.png\" class=\"attachment-large size-large wp-image-15413\" alt=\"\" srcset=\"https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/Customer-satisfaction.png 1024w, https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/Customer-satisfaction-300x300.png 300w, https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/Customer-satisfaction-150x150.png 150w, https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/Customer-satisfaction-768x768.png 768w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d3b917e elementor-widget elementor-widget-menu-anchor\" data-id=\"d3b917e\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"fifth-heading\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f008fbd elementor-widget elementor-widget-heading\" data-id=\"f008fbd\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-medium\">Average chat duration<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-10312f7 elementor-widget elementor-widget-text-editor\" data-id=\"10312f7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>The average chat duration measures the time your agents spend engaged in chat interactions with customers<\/strong>.\u00a0<\/p><p><span style=\"font-weight: 400;\">It ensures that your online shoppers receive quick resolutions while giving your agents sufficient time to deliver personalized support.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">This customer service metric serves as a critical indicator of your ability to address <a href=\"https:\/\/www.oberlo.com\/blog\/customer-complaints\" target=\"_blank\" rel=\"noopener nofollow\">customer concerns<\/a> without compromising on the quality of assistance provided.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ac6fcf8 elementor-widget elementor-widget-heading\" data-id=\"ac6fcf8\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">What to do with average chat duration data? <\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b404474 elementor-widget elementor-widget-text-editor\" data-id=\"b404474\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\"><strong>Enhance response strategies<\/strong>: Optimize chat scripts and agent training to ensure that interactions are both efficient and provide comprehensive solutions, contributing to quicker issue resolution.<\/span><\/p><p><span style=\"font-weight: 400;\"><strong>Offer personalized support<\/strong>: Utilize longer chat durations to <a href=\"https:\/\/breadstack.com\/marketing-sales\/define-personalization\/\" target=\"_blank\" rel=\"noopener\">deliver personalized assistance<\/a>, making customers feel valued and increasing the likelihood of repeat business.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0450f22 elementor-widget elementor-widget-heading\" data-id=\"0450f22\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">How to calculate the average chat duration?<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e5da335 elementor-widget elementor-widget-text-editor\" data-id=\"e5da335\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Average chat duration = (Total chat duration \/ Total number of chats)<\/strong><\/p><p><span style=\"font-weight: 400;\">Total chat duration: Sum of the time spent in all chat interactions.<\/span><\/p><p><span style=\"font-weight: 400;\">Total number of chats: Number of chat interactions.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-73aebaf elementor-widget elementor-widget-heading\" data-id=\"73aebaf\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">Tip - Empower with knowledge<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d223189 elementor-widget elementor-widget-text-editor\" data-id=\"d223189\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Provide agents with access to a robust knowledge base that contains detailed information about products and common issues.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\"><strong>Knowledgeable agents can address queries quickly<\/strong>, reducing chat duration while delivering accurate and helpful solutions to customers.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-907c56f elementor-widget elementor-widget-menu-anchor\" data-id=\"907c56f\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"sixth-heading\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e77fd25 elementor-widget elementor-widget-heading\" data-id=\"e77fd25\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-medium\">Average waiting time<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-37a48da elementor-widget elementor-widget-text-editor\" data-id=\"37a48da\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">The average waiting time metric directly addresses this critical aspect by <strong>measuring the time customers spend waiting for their initial response<\/strong>.<\/span><\/p><p><span style=\"font-weight: 400;\">For ecommerce businesses, minimizing waiting times is crucial to streamlining checkout lanes.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">It enhances the overall customer experience, conveys your commitment to rapid issue resolution, and contributes to the conversion of casual browsers into satisfied buyers.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e3c4b38 elementor-widget elementor-widget-heading\" data-id=\"e3c4b38\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">What to do with average waiting time data? <\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2aa23c9 elementor-widget elementor-widget-text-editor\" data-id=\"2aa23c9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\"><strong>Optimize workflows<\/strong>: Analyze waiting times to adjust staffing levels and <a href=\"https:\/\/breadstack.com\/ecommerce-operations\/sales-and-operations-planning\/\" target=\"_blank\" rel=\"noopener\">streamline processes<\/a>, reducing customer wait times and enhancing overall satisfaction.<\/span><\/p><p><span style=\"font-weight: 400;\"><strong>Implement real-time alerts<\/strong>: Set up alerts for extended waiting times, enabling your team to prioritize urgent inquiries and provide timely responses.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ed738cf elementor-widget elementor-widget-heading\" data-id=\"ed738cf\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">How to calculate the average waiting time?<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ddb0a58 elementor-widget elementor-widget-text-editor\" data-id=\"ddb0a58\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Average waiting time = (Total waiting time \/ Total number of chats)<\/strong><\/p><p><span style=\"font-weight: 400;\">Total waiting time: Sum of time customers spent waiting for their first response.<\/span><\/p><p><span style=\"font-weight: 400;\">Total number of chats: Number of chat interactions.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8d813f9 elementor-widget elementor-widget-heading\" data-id=\"8d813f9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">Tip - Set realistic expectations \n<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-62b5e86 elementor-widget elementor-widget-text-editor\" data-id=\"62b5e86\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Implement an automated response system that informs customers about their position in the queue and provides an estimated wait time.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\"><strong>Transparent communication manages customer expectations<\/strong>, reducing frustration during peak periods and creating a more positive support experience.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2a87204 elementor-widget elementor-widget-image\" data-id=\"2a87204\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"640\" height=\"640\" src=\"https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/Customer-data-1024x1024.png\" class=\"attachment-large size-large wp-image-15412\" alt=\"Customer data chat metrics\" srcset=\"https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/Customer-data.png 1024w, https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/Customer-data-300x300.png 300w, https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/Customer-data-150x150.png 150w, https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/Customer-data-768x768.png 768w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c647094 elementor-widget elementor-widget-menu-anchor\" data-id=\"c647094\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"seventh-heading\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d3b5015 elementor-widget elementor-widget-heading\" data-id=\"d3b5015\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-medium\">Total inbound\/outbound chats\n<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ba115ca elementor-widget elementor-widget-text-editor\" data-id=\"ba115ca\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">The total inbound and outbound chat customer service metric provides a <strong>full overview of customers sending requests and agents responding to those requests<\/strong>.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Ecommerce businesses can leverage this metric to tailor communication strategies, anticipate customer needs, and provide proactive assistance at pivotal moments in the <a href=\"https:\/\/www.questionpro.com\/blog\/shopping-journey\/#:~:text=In%20the%20realm%20of%20retail,you%20can%20clear%20each%20obstacle.\" target=\"_blank\" rel=\"noopener nofollow\">shopping journey<\/a>. <\/span><\/p><p><span style=\"font-weight: 400;\">By doing so, you enhance the overall customer experience, elevate satisfaction levels, and ultimately <a href=\"https:\/\/breadstack.com\/marketing-sales\/sales-conversion-rate\/\" target=\"_blank\" rel=\"noopener\">drive conversions<\/a>.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dba2808 elementor-widget elementor-widget-heading\" data-id=\"dba2808\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">What to do with total inbound\/outbound chats data? \n<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aeb37fc elementor-widget elementor-widget-text-editor\" data-id=\"aeb37fc\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\"><strong>Proactive engagement<\/strong>: Leverage insights from proactive chat initiations to identify opportunities for enhancing customer engagement and driving conversions during critical stages of the shopping journey.<\/span><\/p><p><span style=\"font-weight: 400;\"><strong>Personalize outreach<\/strong>: Use data on customer-initiated chats to tailor proactive outreach efforts, addressing common concerns and providing targeted assistance.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-533d904 elementor-widget elementor-widget-heading\" data-id=\"533d904\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">How to calculate total inbound\/outbound chats?<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e8d0f79 elementor-widget elementor-widget-text-editor\" data-id=\"e8d0f79\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Total inbound chats (Reactive) = Total number of customer-initiated chats<\/strong><\/p><p><strong>Total outbound chats (Proactive) = Total number of agent-initiated chats<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3ef6ad4 elementor-widget elementor-widget-heading\" data-id=\"3ef6ad4\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">Tip - Strategic proactive engagement <\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-67771f0 elementor-widget elementor-widget-text-editor\" data-id=\"67771f0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\"><strong>Utilize proactive chat based on customer behaviour patterns<\/strong>. <\/span><\/p><p><span style=\"font-weight: 400;\">For instance, if a customer spends a significant amount of time on a particular product page, initiate a chat offering assistance or additional information.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Strategic proactive engagement can drive conversions and <a href=\"https:\/\/breadstack.com\/customer-service\/customer-engagement\/\" target=\"_blank\" rel=\"noopener\">increase customer engagement<\/a>.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d65b68a elementor-widget elementor-widget-heading\" data-id=\"d65b68a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\">How to track customer service metrics?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-40a6d95 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"40a6d95\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5880f59\" data-id=\"5880f59\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-eff3867 elementor-widget elementor-widget-text-editor\" data-id=\"eff3867\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Delivering exceptional customer service is a necessity in today&#8217;s world for businesses.<\/p><p>By knowing these 6 metrics we mentioned above you can <strong>continue to meet and exceed customer expectations to have your business stand out<\/strong>.\u00a0<\/p><p>The best way to track customer service metrics is by having a system that does it all for you. This is where Chatso comes in.\u00a0<\/p><p>Chatso is a human-powered, AI customer service solution. It allows you to proactively interact with customers and provide support throughout their whole online experience.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-49686a1 elementor-widget elementor-widget-image\" data-id=\"49686a1\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"640\" height=\"402\" src=\"https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/02.-Graphic-mobile-1024x643.png\" class=\"attachment-large size-large wp-image-15432\" alt=\"Chatso overview.\" srcset=\"https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/02.-Graphic-mobile-1024x643.png 1024w, https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/02.-Graphic-mobile-300x188.png 300w, https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/02.-Graphic-mobile-768x482.png 768w, https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/02.-Graphic-mobile-1536x964.png 1536w, https:\/\/breadstack.com\/wp-content\/uploads\/2023\/08\/02.-Graphic-mobile.png 1720w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a3e9e9a elementor-widget elementor-widget-text-editor\" data-id=\"a3e9e9a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>But Chatso, also <strong>leverages data by giving you access to all 6 must-have customer service metrics in one dashboard<\/strong>.\u00a0<\/p><ul><li>Agent utilization<\/li><li>Activity breakdown<\/li><li>CSAT (Average satisfaction rate)<\/li><li>Average chat duration<\/li><li>Average waiting time<\/li><li>Total inbound\/outbound chats<\/li><\/ul><div>Get the customer service metrics you need to provide exceptional service. <strong>Try Chatso today!<\/strong><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7651e50 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"7651e50\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/breadstack.com\/chatso\/\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Click here!<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>As customer expectations continue to rise, companies are under increasing pressure to provide efficient, effective, and satisfying interactions.\u00a0This is where customer service metrics come into play. They act as invaluable [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":15418,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","_price":"","_stock":"","_tribe_ticket_header":"","_tribe_default_ticket_provider":"","_tribe_ticket_capacity":"0","_ticket_start_date":"","_ticket_end_date":"","_tribe_ticket_show_description":"","_tribe_ticket_show_not_going":false,"_tribe_ticket_use_global_stock":"","_tribe_ticket_global_stock_level":"","_global_stock_mode":"","_global_stock_cap":"","_tribe_rsvp_for_event":"","_tribe_ticket_going_count":"","_tribe_ticket_not_going_count":"","_tribe_tickets_list":"[]","_tribe_ticket_has_attendee_info_fields":false,"wds_primary_category":0,"footnotes":""},"categories":[31],"tags":[],"class_list":["post-15407","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-service"],"_links":{"self":[{"href":"https:\/\/breadstack.com\/wp-json\/wp\/v2\/posts\/15407","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/breadstack.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/breadstack.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/breadstack.com\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/breadstack.com\/wp-json\/wp\/v2\/comments?post=15407"}],"version-history":[{"count":46,"href":"https:\/\/breadstack.com\/wp-json\/wp\/v2\/posts\/15407\/revisions"}],"predecessor-version":[{"id":16324,"href":"https:\/\/breadstack.com\/wp-json\/wp\/v2\/posts\/15407\/revisions\/16324"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/breadstack.com\/wp-json\/wp\/v2\/media\/15418"}],"wp:attachment":[{"href":"https:\/\/breadstack.com\/wp-json\/wp\/v2\/media?parent=15407"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/breadstack.com\/wp-json\/wp\/v2\/categories?post=15407"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/breadstack.com\/wp-json\/wp\/v2\/tags?post=15407"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}