Screenshot of the Sprout Social Smart Inbox
You can also use Sprout’s Listening tools to track customer sentiment trends. This way, you’ll quickly respond to negative sentiments before they cause serious harm.
Screenshot of using Sprout's listening tools to track customer sentiment trends.
Average handle time (AHT)
Average handle time measures the average time it takes for a support agent to resolve a customer’s issue. Put simply, AHT measures the speed at which an individual agent resolves problems albania phone number data right from the beginning of the interaction and covers call time, hold time and after-call work.
Tracking AHT is essential to measuring the efficiency of your customer service team in handling customer inquiries, optimizing talk times, and minimizing hold times. You should aim to keep this metric on the low side to improve your customer’s satisfaction with the service they receive.
Features like like Sprout’s Asset Library can be used to create an internal knowledge base dedicated to solving common customer problems. This can act as a guide for inexperienced support agents.
Number of interactions per ticket
The total number of interactions per ticket is the total number of messages exchanged between a support agent and a customer before closing a ticket. Look for fewer interactions per ticket; this means the team is communicating clearly and doubling down to solve important questions.