Collecting data about team performance and analyzing it is the first step to making improvements. For a new channel like business text messaging, this analysis is even more critical. That’s why cutting-edge business SMS platforms often provide users with an SMS reporting system.
An SMS reporting system automatically tracks your team’s performance and activities as agents text with customers. An advanced SMS reporting system will collect the data in a clear, easy-to-read report that updates regularly.
Read on to learn how an SMS reporting system can help streamline your customer service team, from reducing legwork to improving your departmental KPIs.
Reduce Legwork with an SMS Reporting System
With a new technology like business SMS, it can be difficult to find a platform that offers extensive reporting. In some cases, team members have to compile their own data on the channel. Manual reporting wastes valuable time, taking agents away from customers who need help or want to make a personal connection, and is error prone.
An SMS reporting system will automatically capture the following data:
- Agent response time
- Customer response time
- Resolution time
- Total outbound/inbound messages
- Total chat volume
- Total template usage (most used lists)
- Total list volume (most used lists)
- Unsubscribed contacts
Instead of conducting hours of legwork to compile reports, agents can simply review the SMS reporting system’s collected data. As an added bonus, team members can quickly export the data to compare it with data from their other channels.
Focus Training Efforts with an SMS Reporting System
One of the most useful benefits of channel data is that you can review team performance and identify room for improvement. An advanced SMS reporting system makes the process even easier than usual.
Teams can quickly review general stats like response time, comparing their numbers from month to month to identify any improvement. They can compare their stats to those of other channels, like email, and determine whether the business text messaging stats are comparable.
For example, one might compare the resolution time for phone calls to that of business text messaging. If the resolution time for business SMS is slower than that of phone calls, team members know they need to focus on increasing the speed of their SMS customer service. Managers can create a training program that specifically addresses that problem.
An SMS reporting system can help with individual performance, too. Instead of relying on your team to break your data into various sections, the platform can automatically filter data by date or team member. Teams can also filter team member performance by inbox and timeframe.
Improve Message Routing with an SMS Reporting System
An SMS reporting system can help teams determine how best to manage message routing.
For example, messages with the word “sign up” might be routed to a sales team and a customer service team. If the customer service inbox seems to manage a faster resolution time than the sales inbox, messages with those keywords should be routed to the customer service team in the future.
In another case, a team might notice that routing messages containing the keyword “billing” to customer service is reducing the number of late payments. In that case, it makes sense to add a “message us” button to each customer web profile, encouraging customers to send their messages directly to SMS customer service.
Teams can measure success in more complex ways, too. If a traveller misses a flight and loses his or her baggage, the subsequent two messages may be routed to agents based on their specific skills. However, managers should measure success by whether both issues are resolved quickly and the customer reports complete satisfaction. Managers can review the level of customer satisfaction to determine how well team members collaborate. If the team members work well together, businesses can route more real-time complaints to them in the future.
Hone Departmental KPIs with an SMS Reporting System
Once your business explores your SMS reporting system and its capabilities, it’s time to incorporate messaging data into your departmental KPIs.
For example, a marketing team might measure success by how many new email newsletter sign-ups they get each month—or how many people opt out of their email newsletter list. With an SMS reporting system, that marketing team can add an additional benchmark: number of business text messaging list sign-ups and opt-outs.
Alternatively, that marketing team might use email and business text messaging data to create a new departmental KPI, such as “customer communication sign-ups/opt-outs.”
Adding a new departmental KPI helps teams get a more detailed look at their team performance, so they can, in turn, focus on points where they need improvement.
Ready to streamline your customer service team with an SMS reporting system? Try our text service for business.
