How to keep customer support KPIs meaningful for your support team

To keep customer support KPIs meaningful for your team, it is essential to understand that people are unique and performance can vary greatly. Measuring this inherently messy and difficult task requires effective key performance indicators (KPIs) that track success in relation to achieving goals or objectives. Customer support KPIs should be tailored to the industry and business, typically measuring a blend of quality, speed, and customer satisfaction. Intercom's process involves tracking data points such as CSAT, conversations pulled per hour, and reviews of teammates' conversations, with a weighted KPI model that emphasizes different metrics. To ensure meaningful KPIs, it is crucial to get feedback from more tenured reps and engineers, have a transparent process surrounding the choice of KPIs, and measure performance beyond just numbers by incorporating soft skills and values into the evaluation process. This balance allows for realistic yet motivating KPIs that strike harmony between objective measurements and human considerations.

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