Customer Support Tickets (CST) tracks the number of requests for help received by your support team.
This metric directly reflects customer engagement and potential pain points, serving as a pulse on customer satisfaction and product performance. It's crucial for monitoring service quality and identifying product improvement opportunities. Practical uses include allocating support resources efficiently and assessing the impact of product updates on user experience.
Count Customer Support Tickets
To calculate CST, simply count the number of support requests your team receives.
Analyse ticket content to drive product improvements and training programmes, and segment by customer tier to prioritise efforts. To reduce CST, invest resources into improving your product educational materials or knowledge base. Well-maintained and comprehensive knowledge materials empower users to find solutions independently, leading to fewer support queries.
A high CST count isn't inherently negative‚ as it could signify active user engagement or an expanding customer base. Conversely, low CST numbers could signal under-reporting rather than a lack of issues. Consider adjusting CST based on how many customers you have.