When you're able to view, organize, analyze, and share data about 1) your customers and 2) service and support strategy, you're able to easily collaborate with your team as well as gather actionable insights about the ways in which you can improve customer experience, loyalty, and retention.
Luckily, there are customer service dashboards that exist — across a multitude of software and tools — to help you view, organize, analyze, and share this data and information.
But which metrics should you include on your dashboard? And what should your dashboards look like? We’ll cover all of that below.
What is a customer service dashboard?
Customer service dashboards are used by service teams to monitor, manage, and analyze various metrics and KPIs related to customer service such as performance and customer satisfaction. Dashboards may display written information, tables, graphs, and trends.
Customer service dashboards provide insights that are necessary to improve the customer experience, the level and type of support your team offers, and customer loyalty.
There are a number of customer dashboard types and, therefore, metrics to display on them. Here are some examples of metrics you may display on your dashboards.
Metrics You Should Have on Your Customer Dashboard
The following list of metrics is not all-inclusive — meaning, depending on the customer software you use, you may have the option to select different metrics than the ones you see listed below.
1. First-Contact Resolution Rate
The percentage in which a service team is able to resolve customer issues during their first point of contact, no matter the channel (e.g. phone call, email, live chat).
2. First-Call Resolution Rate
The percentage in which a service team is able to resolve customer issues during their first phone call.
3. Ticket Volume
The number of tickets in your support queue over a period of time.
4. Average Reply Time
The average amount of time it takes for a service rep to reply to a customer who reached out for support.
5. Average Resolution Time
The average amount of time it takes a rep to resolve a customer ticket from the time it is opened.
6. Net Promoter Score (NPS)
Net promoter score is a customer loyalty benchmark that measures how likely your customers are to recommend your business to a friend.
7. Customer Retention Rate (CRR)
Customer retention rate is a percentage that refers to how many customers you’re able to retain over time.
8. Conversion Rate
Conversion rate is the percentage of website visitors who complete a desired action (or convert) out of your total number of visitors.
9. Customer Effort Score (CES)
Customer effort score measures the user experience by having customers rank their experience using a product or service on a seven-point scale ranging from "Very Difficult" to "Very Easy." CES tells you how much effort was required to use the product or service and how likely they'll continue paying for it.
10. Customer Satisfaction Score (CSAT)
Customer satisfaction score measures the level of satisfaction a customer feels after a conversion, conversation, or any interaction with your business. It can be calculated by asking the question, "How satisfied were you with your experience?" and then adding a corresponding survey scale for customers to gauge that experience, (similar to this: 1 – 3, 1 – 5, or 1 – 10).
11. Cost Per Conversion (CPC)
Cost per conversion, also referred to as cost per action, is how much it costs your business to obtain a new customer.
Let's look at some examples of what these dashboards look like next.
Customer Service Dashboard Examples
There's an array of dashboards built for any type of customer service activity — we've listed nine common types for customer service teams below.
Something worth noting is that the following nine examples are all available in HubSpot, the all-in-one CRM platform.
1. Real-time Customer Support Dashboard
The HubSpot Dashboard and Reporting Software includes customizable dashboards with real-time customer service (or marketing and sales) data. Customize one of the 300+ report templates or build one from scratch to display any customer service metric of choice.
2. Live Chat Dashboard
HubSpot Live Chat Software allows you to chat with website visitors, prospects, and customers all via a single dashboard, in real-time. Within the dashboard, you can even route specific customer inquiries to specific reps on service (or sales).
3. Help Desk and Ticket Dashboards
HubSpot Help Desk and Ticket Software allows you to keep track all of your customer requests from a single location — this makes the process of ticket organization and prioritization simple. You can automate tickets to create a help desk and resolve customer challenges faster.
In addition to recording, organizing, and tracking all customer issues, the ticket dashboard is also a place in which you can keep an eye on your service and support metrics as well as your overall success (e.g. agent response time or ticket volume).
4. Call Center Dashboard
The HubSpot Call Tracker dashboard is where you can prioritize your daily calls, make and record calls directly from your browser, and automatically log all conversations in your CRM. You don't need to pick up a phone — connect to a prospect through voice over internet protocol (VoIP) or your desk phone.
6. Support Team Collaboration Board
HubSpot Service Software has a dashboard in which reps can easily collaborate with each other as well as help customers . It's where you can unite your service and support reps along with the channels through which you communicate with your customers.
7. Survey Dashboard
HubSpot Customer Feedback Software includes a survey dashboard that allows you to customize, edit, view, share, and analyze customer surveys (including NPS, CSAT, and CES surveys).
8. Customer Experience and Engagement Dashboards
There are a number of customer experience and engagement platforms and dashboards to help you meet every need your service team — and the rest of your business — may have. One way to simplify and centralize cross-team customer experience and engagement data is with an all-in-one CRM platform, like HubSpot.
HubSpot has dashboards for Marketing, Sales, Service and Support, and Ops to help with everything from customer tickets to contact data to sales deals to email campaigns to social media (and much more).
9. Contact Dashboard
HubSpot Contact Database and Management Software has a dashboard where you can manage all of your contacts with ease (in just one click, actually). Interactions with contacts will be updated automatically to ensure all records are up to date and all conversations are recorded for future reference.
There are a number of dashboards and metrics you can use and display to make the processes of providing and analyzing customer service simpler and more effective.
Get started by thinking about which metrics you want to keep an eye on and understand — then, determine which types of dashboards would be best to help you reach your customer service goals.