It is no news that team culture can impact staff retention, happiness and productivity. Gallup found that engaged employees were 59% less likely to search for a new job in the next 12 months. This is especially true for Customer Support teams who are on the front-line, dealing with customer issues, complaints and queries each day. Without a solid team culture around them to help them through the challenges, many will opt to move on.

The main point of identifying and tracking specific metrics is to measure your progress toward specific goals. But not all metrics can give you the information you need right away. Lagging indicators take a long time to change, and show the later-stage results of your efforts. Leading indicators, on the other hand, measure the activities you think will help you reach your goal, and can be tracked on a more ongoing basis. Because of the different time frames required by leading vs.

Customer support KPIs (key performance indicators) allow you to understand what level of service you’re providing for your customers, including how long they have to wait and if they’re happy with the outcome of the interaction. KPIs also help you communicate your support team’s contributions to the rest of the business. But there are many ways to measure the performance of your customer support team: response times, number of interactions, time to resolution, and much more.

If you’re an eCommerce marketer, by now, you’ve read countless articles and studies about how eCommerce sales are skyrocketing, and nearly every person is now a potential customer. You’re either looking to take advantage of that new potential or trying to ensure you hang on to (and grow) your piece of this bigger pie. Marketing is the answer to both because it helps you reach new eyeballs while also re-engaging with loyal customers ready to buy again.