Striving for Stellar Customer Service and Technical Support

At SellerLegend, we pride ourselves on giving customers the best possible experience.

Our team works hard to ensure that SellerLegend users find the dashboards intuitive and helpful. More importantly, that our customer base of Amazon sellers gets the highest level of technical support when the need arises.

Customer Service Key Performance Indicators (KPIs)

1. Volume of Inbound Tickets

We always look at how many tickets are being generated since these are indicative of the software’s overall experience. Our goal is to reduce the volume of inbound tickets by constantly improving the SellerLegend interface and infrastructure.

Having an inordinately high number of requests especially for technical support usually means that there’s a bug or something broken that negatively impacts our users. Of course, there are times when we get unusually high numbers of technical support requests due to external factors (eg. Amazon MWS API issues). There is usually nothing we can do for external issues aside from calling out the third-party involved. But we want to make sure that those that we do have control over, are resolved in a timely manner.

So we take pride in the fact that our volume of inbound tickets are down in the last 84 days.

2. Tickets or Conversations Replied To

Another indicator we look at when it comes to customer support performance is the number of tickets or conversations our team actually responded to. We want, as much as possible, to deliver a 100% response rate to customer support tickets. By looking at the chart above, our responses are almost similar to the ticket volume, which means our support team tried its best to do just that.

3. Response Time

Response times are an important indicator for customer service and support quality. We know that time is crucial when you’re an Amazon seller (or when you run any online business, for that matter). Any delay in getting technical support could result in serious losses, especially if something happens during the peak season of your business when you need the data to make critical decisions.

The good news is that we’ve managed to bring our response time down to 7 minutes and 5 seconds, thanks to our hardworking team of support specialists.

4. Median Time to Close

Of course, the primary goal of customer service support is to address problems and help customers resolve issues they encounter.  To this end, we’ve achieved a median time to close of 2 hours and 8 minutes, which is an hour and a half shorter than the previous 84 days.

We are committed to outdoing ourselves and are always looking for ways to improve our customer service and technical support performance. If you have any suggestions on how we can do better, do comment it down below!