Growth in tech support
How’s your company treat employees in support ? Do you have any kpi metrics to measure success , meet goals etc? I see it a lot for sales, wondering if there are any such targets for support..
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Google DocStrange May 18, 2019
Support always has lots of KPIs. As Snut indicated though, support doesn’t scale well, so removing the need for it is better bang for the buck.
Amazon Oggy May 18, 2019
Anyone know wtf SLA Airbnb has? It's been crickets for 3 days since my ticket. I used to work support, and my company did keep track of the rates that tickets would close, and also percentage customer satisfaction.
KPI is the rate at which we automate support away.