The Community Club

Preetish
Preetish

Posted on

Key metrics for a customer support and success community

Hey everyone, looking to get a better understanding of the following:

  • What are the most important metrics for community managers working specifically on customer support and success communities?
  • What kind of insights would you like to derive from a community platform when your focus is on customer support?

Appreciate any inputs on these two questions.

Discussion (1)

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Mac

A few that come to mind:

  • Support ticket deflections. Does someone contact your support team less when they find and engage in the community? You can also combine this with average cost/ticket for your team and show that the community is driving cost reductions.
  • Time to answer. How long, on average, does it take for a user to get a support request answered in the community? You want to make sure people are getting their answers in a reasonable time, otherwise they're going to be frustrated and contact support anyways.
  • % of support requests answered by community vs support team.