If you perform any type of customer service, your goal should be to help your customers be successful. Especially in today's Yelpified-social media saturated world where word of mouth marketing and customer loyalty can make or break you.
But how do you know that what you are doing is really helping your customers be successful? How can you tell that your best tools and help-desk software are really improving the overall quality of your customer service?
Coming up with the right metrics, and then being able to effectively track those metrics, can be tricky. But you need to do it, otherwise you'll never be sure whether your investment in getting the best customer service tools is really paying off.