CUSTOMER

SERVICES
REPORT
Bakhtawer Shahzad

2193319-M1
What is customer service?

Customer service is the act of taking care of the customer's needs by

providing and delivering professional, helpful, high quality service
and assistance before, during, and after the customer's requirements
are met. Customer service is meeting the needs and desires of any
customer
 It can also de defined as Delivering Happiness.
What is the need for customer service?

 Customer service is the support you offer your customers both

before and after they buy and use your products or services that
helps them have an easy and enjoyable experience with you.
Offering amazing customer service is important if you want to
retain customers and grow your business.
Here are some important facts, why customer service is important
Two types of customer service

Reactive customer service Proactive customer service

Experience
Before sales services

 This before sales service is what can ultimately lead to an after

sales service' requirement as the sale would have been made.
That's why a marketer must associate high priority to before-sales
service.
After sales services

 After-sales service is any support provided to a customer after the

product or service has already been purchased. Companies use
after-sales support as a business strategy as it typically leads to
higher customer satisfaction, brand loyalty, and even word-of-
mouth-marketing.
Benefits of after sales service

• An increase in sales,
• The loyalty of your customers,
• An improvement in your performance,
• An element differentiating you from competitors.
Customer service report

 A customer service report is a presentation of customer service

metrics that helps you identify actionable insights related to the
customer experience. Customer service reports can include a
number of different potential metrics that gauge the overall
performance of your customer service team.
Benefits of customer service report
Types of customer service reports

 Customer service team Dashboard

 Customer satisfaction Dashboard
 Customer support KPI Dashboard
 Customer retention Dashboard
 Agent talk Dashboard
Customer service data analysis

 While CS data is priceless to any modern organization regardless

of its industry or sector, due to the colossal volume of
information available on a daily basis, creating and managing it
effectively can prove to be challenging.
How to make customer service report

 Create a detailed report plan

 Structure your reports based on the end-user
 Choose your KPIs
 Monitor and analyze your data regularly
 Use a balanced mix of service KPIs
 Tell a story with your data
 Create customer profiles & personas
 Segment your customers
 Map out our customer journey
 Share your report and derive actionable insights
Key metrics of customer service report

 The number of customer requests received in a day

 The number of requests closed per agent
 Average Response Time
 Average Handle Time
 First Contact Resolution
 Customer satisfaction
Conclusion

 Customer service report comes under the umbrella of CRM

(Customer relationship management). Customer service report is
important, because it gives you the real time performance of your
company. Tracking customer service metrics is incredibly
important, but what’s more crucial is knowing how to interpret
them successfully. These metrics will point you in the right
direction and highlight the problems that exist in your customer
service team’s performance, but it’s up to you to find out the
reason for the issues, and the necessary solutions to them.
Thank You