KPIs for Ecommerce Customer Service
As a business expands and order volumes grow, customer queries increase. Ensuring the queries are addressed promptly and accurately becomes crucial in fostering repeat sales. Key performance indicators for customer service teams — internal or external — are essential. I’ve managed customer service for a large online grocer. This post addresses the primary operational metrics for a customer service function. KPIs for Customer Service Inquiry volume. The inquiry or ticket volume is the total number of incoming customer contacts, often…