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7 Ways You Can Track Your E-commerce Customer Service Performance

Abdullah Rayhan

Content Writer

Seven Ways You Can Track Your E-commerce Customer Service Performance

Improving e-commerce customer service performance requires a lot of subtle modifications. The potential points of development can be hard to identify. However, it can be easy to do so with certain metrics. And this article is all about that.

Here you will get to know about 7 metrics that will help you track your e-commerce customer service performance. With these numbers, you can easily detect issues that require your attention.  

Customer Satisfaction Score

The very basic purpose of customer service is to satisfy the customer. In fact, a customer care service can measure their success by customer satisfaction rate. But there is no technical way of knowing that. So you will have to ask the customers about it directly.

After each session of interacting with customer care support, you can ask your customer to fill out a survey. Keep the survey brief and straightforward. For example, you can ask your customer to select a number from 1 to 10 to rate how satisfied they are.

Customer Retention Rate

Customer retention rate can tell you how successful your e-commerce customer service is in gaining customers’ trust. While having new customers each month is a good sign, interacting with old customers is a big deal as well. If you have both, then your business is heading in the right direction.  

You can determine the customer retention rate by tracking the number of old customers and new customers contacting customer service each month.


B = Number of total customers at the beginning of the month

N = Number of new customers in a month

E = Number of total customers at the end of the month


Customer retention rate = [{(E - N)/B} X 100]%

Aim for growing this rate each month to improve your customer service’s efficiency.

Response Time

Response time is something you should keep low in your e-commerce customer service. Delay in response time can be a reason for losing customers. So your target will be to make sure you are not taking too much time replying to customers’ queries.

This is why it can be helpful if you keep track of response time. Try to decrease the response time bit by bit each month. However, you won’t have to deal with such issues if you use chatbots instead of human agents. As the chatbot replies instantly, there is no delay time in response. Thus such metrics are unnecessary in that context as well.

Number Of Purchases Made Through Recommendation

People contact customer service mainly for two reasons. Either they have complaints or questions regarding your products and service. However, apart from these two categories, your customer may appreciate recommendations as well.

If the proper offer is made, chances are your customer will heed the recommendation and make a purchase. Keeping a record of the number of successful recommendations definitely tells a lot about the customer services success rate.

Unresolved Cases

Keeping track of customer service failure is just as important as keeping a record of their success. No matter how well equipped your e-commerce customer service team is, it won’t be able to solve 100% of customer’s queries.

However, solving the queries is the main point that determines your customer cares efficiency. So your goal will be to bring the number of unresolved cases to as low as possible. To do that, you have to keep track of unresolved issues each month to make sure your customer service’s performance is getting better.

Number Of Abandoned Chats

A customer is not bound to continue interacting with your customer care service. In fact, most customers leave a chat if they don’t get what they are looking for within the first few minutes. Such a situation is bad news for your business.

E-commerce customer service can have this issue due to many reasons. The only way to track the problem is by recording the number of abandoned chats at first. This data will help you identify how many people are leaving a conversation and why.

A good customer care service can keep a customer engaged even if they have no answer to a customer’s query. So you can aim to attain zero number of abandoned chats gradually.

Assessing Customers Feelings

If you have a problem with your products, you are most likely won’t be in a jolly mood. This is the case for around 27% of the customers who are calling your e-commerce customer service. But despite their initial feelings, you have to make them satisfied and happier by the end of your interaction with them,

This is a point that also helps to determine the rate of your e-commerce customer service success. Keep track of customers’ sentiment by the end of each session and see how many are leaving in a better mood. Your goal will be to increase this number every month.

There are many ways of improving the quality of your e-commerce customer service. The best way to do that is by keeping track of where your customer service is heading. The 7 metrics discussed above can help you do that and make sure you are on the right path.


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