With TeamSupport’s new Customer Distress Index reporting feature, customer support teams can now predict customers’ dissatisfaction before it escalates
TeamSupport.com, one of the industry’s top B2B help desk software solutions, today released its all-new Customer Distress Index (CDI), allowing customer support teams to proactively monitor customer satisfaction and take steps to resolve issues before it’s too late.
“At TeamSupport, we remain focused on innovative new features that focus on customer experience management so that support teams can serve their customers even better,” says Robert C. Johnson, CEO of TeamSupport. “With our latest feature, the Customer Distress Index, customer service teams will benefit from a sophisticated reporting system that can actually calculate when a customer may be getting frustrated and allow them to foresee potential issues before they become a large problem.”
With TeamSupport’s new CDI, each customer is assigned a number - The higher the number, the greater potential for a customer to be distressed. An algorithm based on five variables or “weights” calculates each customer’s unique CDI number.
The ticket characteristics considered in the calculation of TeamSupport’s new CDI feature include:
- Total tickets created during the lifetime of the customer’s account, measuring the total volume of interactions that a customer has had with a support team. A high number here could indicate a customer who has needed a lot of help and handholding as compared to other customers.
- Tickets created in the last 30 days, measuring how active a customer has been recently. This may be an early indicator of problems with a particular customer.
- Tickets currently open, measuring backlog. A high number here could indicate a customer who is frustrated with a lack of follow up and response from a support team.
- Average time open, measuring how “stale” tickets are by looking at the amount of time they have been open and not addressed. There is a direct correlation between how long a ticket has been open and the frustration level of customers.
- Average time to close, measuring whether it has taken longer, on average, to address a customer’s tickets. This could indicate frustration because of the lack of timeliness in resolving issues.
The CDI Trend Indicator also lets customer support teams know if things are going in the right direction. The Indicator pulls the average CDI of the past 7 days for that customer and displays an arrow indicating the direction the CDI is moving. A red arrow pointing up indicates that the CDI is trending higher (not a good thing), and conversely a green arrow pointing down shows that the CDI is moving in the right direction.
CDI data is accessible in the customer section and can also be monitored through TeamSupport’s best-in-class reporting section. Customer support teams can build reports based on both CDI and CDI trends.
To learn more about TeamSupport’s customer-centric support software, visit www.teamsupport.com.
About TeamSupport
TeamSupport, based in Dallas, Texas, is a Web-based help desk and service desk application built specifically for customer-facing support. Built by a team of veteran software company executives, TeamSupport has won many industry awards, including recently being ranked to CRM Magazine’s elite list of 2014 Rising Stars recognizing the industry’s most innovative and growing CRM-related software solutions. Learn more about why TeamSupport is one of the best help desk software solutions today and the trusted customer support software provider to prominent business clients worldwide by visiting www.TeamSupport.com.
