Tracking customer service metrics is like having a GPS for your ecommerce brand's journey. You know where you’re headed, you can see when you're veering off course, and you get insights that guide you to make better decisions. For founders and CX leaders of fast-growing DTC brands, understanding these metrics can be the difference between thriving and merely surviving.

In this post, we’re charting a course through 10 of the best tools that help track the customer service metrics that truly matter. Whether you’re looking to boost customer loyalty, increase repeat purchases, or solidify your brand's reputation, these tools provide actionable insights to enhance the customer experience.

1. Zendesk: The All-Rounder

Let’s start with a classic. Zendesk is like the Swiss Army knife of customer service tools. It covers everything from support tickets to live chats, and it even has a robust reporting feature that puts the data you need right at your fingertips.

With Zendesk, you can track:

• First response time: How quickly your team gets back to customers.
• Resolution time: How long it takes to solve an issue.
• Customer satisfaction: Gather direct feedback from your customers.

These metrics help you identify bottlenecks in your process and areas where your team excels. For instance, if your first response time is stellar but resolution time lags, you might need to streamline your workflow. Think of Zendesk as your backstage coordinator, ensuring everything runs smoothly.

2. Freshdesk: For a Fresh Take

Next on our list is Freshdesk, which has made a name for itself with its intuitive interface and feature-packed offerings. It's perfect for those who want a straightforward, yet insightful tool.

Freshdesk lets you track a variety of metrics, including:

• Ticket volume trends: Understand how demand varies over time.
• Customer happiness ratings: Direct feedback on how your service is perceived.
• Agent performance: Individual reports on how your team members are doing.

These insights can guide your staffing decisions and help you allocate resources effectively. If you notice an uptick in ticket volume on weekends, maybe it's time to adjust your staffing schedule. Freshdesk helps you stay agile and responsive.

3. Intercom: The Conversationalist

If your brand is all about engaging with customers on a personal level, Intercom might be your go-to tool. Known for its conversational prowess, Intercom provides a platform where you can chat with customers in real-time.

Intercom's metrics focus on:

• Conversation ratings: Find out how your chats are being perceived.
• User engagement: Track how users are interacting with your product.
• Resolution time: Just like Zendesk, it helps you keep tabs on how quickly issues are resolved.

With Intercom, not only can you track these metrics, but you can also automate responses to common questions, freeing up your team to handle more complex inquiries. It’s like having a supercharged chat partner who never misses a beat.

4. Help Scout: The Invisible Support

Help Scout takes an invisible approach to customer support. It’s designed to integrate seamlessly into your existing workflow, helping you manage customer inquiries without overwhelming your team.

Key metrics tracked by Help Scout include:

• Response time: Measure how quick your team is on the draw.
• Resolution rates: See how many issues are being resolved on the first try.
• Customer feedback: Direct input on service levels through surveys.

Help Scout’s simplicity is its strength. It doesn’t bombard you with unnecessary features, allowing you to focus on what matters most: keeping your customers happy and informed.

5. LiveAgent: The Live Chat Specialist

Sometimes, you need to address customer queries instantly, and that’s where LiveAgent shines. It’s a robust live chat platform that also offers a suite of other customer service tools.

Metrics you can track with LiveAgent include:

• Chat response times: How fast your team replies to live chat messages.
• Chat satisfaction ratings: See how customers rate their chat experiences.
• Ticketing metrics: Keep an eye on the broader picture with ticket tracking.

LiveAgent is perfect for brands that rely heavily on real-time interaction, ensuring that every chat is a chance to make a positive impression.

6. Kustomer: The CRM Powerhouse

Kustomer is where CRM meets customer service. This tool offers a comprehensive view of your customer interactions, helping you build a more personalized support experience.

With Kustomer, track metrics like:

• Customer journey analytics: See every interaction a customer has had with your brand.
• Resolution rates: Measure how effectively issues are being resolved.
• Agent activity: Track productivity and efficiency of your support team.

By integrating customer service with CRM, Kustomer offers an all-in-one solution that helps turn insights into action. It’s like having a magnifying glass for your customer relationships.

7. Gorgias: Built for Ecommerce

Gorgias is specifically designed for ecommerce, making it a favorite among DTC brands. It integrates seamlessly with platforms like Shopify, letting you handle all your customer interactions from one place.

Important metrics to track with Gorgias include:

• Order management efficiency: How well your team manages order-related queries.
• Customer interaction data: See how often and why customers are reaching out.
• Revenue from support: Track sales that come directly from support interactions.

Gorgias turns customer service into a revenue-generating activity, showing that answering a question can sometimes lead to a sale. It’s like having a sales associate on your support team.

8. Fullcourt: The Lightweight Alternative

Fullcourt is perfect for those who need a simple, easy-to-use platform without the unnecessary bells and whistles. It's built for Shopify brands looking for an affordable helpdesk solution that doesn’t skimp on the essentials.

With Fullcourt, you can track:

• Shared team inbox efficiency: Manage all customer inquiries in one place.
• Self-service portal usage: See how often customers use self-help options.
• AI assistance effectiveness: Measure how well AI helps in resolving issues.

Fullcourt is like a trusty sidekick, handling the basics so you can focus on scaling your brand. It doesn't overwhelm you with features but provides enough to keep your customer service shipshape.

9. Salesforce Service Cloud: The Enterprise Choice

For those who need a solution that scales with their business, Salesforce Service Cloud offers a robust platform that supports complex customer service needs.

Metrics tracked by Salesforce Service Cloud include:

• Case resolution times: Keep track of how quickly cases are being closed.
• Agent performance: Detailed insights into how each team member is performing.
• Omnichannel engagement: See how customers interact across different channels.

Salesforce Service Cloud is perfect for businesses ready to take their customer service to the next level, offering the data needed to fine-tune every interaction.

10. HubSpot Service Hub: The Inbound Approach

Finally, HubSpot Service Hub is ideal for those who follow an inbound approach to customer service, focusing on creating delightful experiences at every touchpoint.

With HubSpot Service Hub, track metrics such as:

• Customer feedback scores: Get insights directly from your customers.
• Knowledge base usage: See how often customers use self-service options.
• Service level agreements (SLA) compliance: Measure how well you're meeting customer expectations.

HubSpot Service Hub not only helps in tracking these metrics but also offers tools to turn insights into action, ensuring that every customer leaves with a smile.

Final Thoughts

Understanding and tracking customer service metrics is crucial for any ecommerce brand aiming to enhance CX, boost customer loyalty, and drive repeat purchases. Each tool listed offers unique strengths that cater to different needs, from comprehensive platforms like Salesforce Service Cloud to more specialized tools like Gorgias and Fullcourt.

Fullcourt stands out as a straightforward, cost-effective solution designed specifically for Shopify brands. By combining essential features like a shared team inbox, self-service live chat, and a knowledge base, Fullcourt helps you manage your customer support efficiently without breaking the bank. Whether you’re scaling up or just starting, Fullcourt provides the right balance of functionality and simplicity to keep your customers delighted.