Why good customer service is not enough

Agents can use these four metrics to gauge their efforts
  • You have to ask your clients about your customer service level, or you won't know where you can improve.
  • Average first response is the most important metric when it comes to customer satisfaction.
  • It's crucial to communicate with your clients, even when you don't have the answers right away or the best news.

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At the beginning of each year, companies start coming out with all kinds of reports based on the previous year. The most interesting one I've seen so far is from a company called LiveChat about good customer service and what that means. The "Customer service report: What makes online service tick" compiled data from over 8,400 companies from 21 industries across 118 countries. This study group combined more than 6 billion website visits and 2.5 million support tickets. It covers many of the most important aspects of customer service and support, so it's definitely worth a full read, but below I'll break down the most important aspects for the real estate industry. Customer service metrics that matter Before we get into the numbers, you need to know what they actually mean. To begin with, customer service for real estate is any interaction with a past, current or future customer or client. With that in mind, you might think that referrals, sales or conversion rates would b...