Key Customer Support KPIs
Tracking the right metrics is essential for improving your support operations:Primary KPIs
#### 1. First Response Time (FRT)•What: Time from ticket creation to first agent response
•Target: Under 1 minute for chat, under 1 hour for email
•Why: Directly correlates with customer satisfaction
#### 2. Customer Satisfaction Score (CSAT)•What: Post-interaction survey score (typically 1-5)
•Target: 4.0+ out of 5.0
•Why: Direct measure of customer happiness
#### 3. First Contact Resolution (FCR)•What: Percentage of issues resolved in first interaction
•Target: 70-75%
•Why: Higher FCR = lower costs and happier customers
#### 4. Average Handle Time (AHT)•What: Total time spent on a support interaction
•Target: Varies by channel (chat: 5-8 min, phone: 6-10 min)
•Why: Balance between speed and quality
#### 5. Ticket Deflection Rate•What: Percentage of potential tickets resolved by self-service/AI
•Target: 40-70% with AI chatbot
•Why: Reduces cost and agent workload
Secondary KPIs
| KPI | Description | Target ||-----|------------|--------|
| Net Promoter Score (NPS) | Likelihood to recommend | 50+ |
| Ticket Volume Trend | Total tickets over time | Decreasing |
| Agent Utilization | % of time agents are active | 70-80% |
| Escalation Rate | % of tickets escalated | Under 15% |
| Customer Effort Score (CES) | Ease of getting help | Low effort |
How AI Chatbots Impact KPIs
Deploying an AI chatbot typically improves:•FRT: From minutes to seconds
•Deflection Rate: 40-70% of queries handled automatically
•CSAT: Higher due to instant, 24/7 availability
•Cost per Ticket: Reduced by 50-80%