Customer Support Manager

timer Asked: Dec 22nd, 2018
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Question description

Which weekly measured support metrics are the most important? List the metrics you measure, explain explicitly how you measure each one automatically, and stack rank them in order of importance for delivering higher NPS scores.

Tutor Answer

School: New York University

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Customer Support Management
Student’s Name
Institution of Affiliation


Customer Support Management

The aspect of customer support management is integral in defining and achieving an
organization’s set goals and objectives. The ability to handle customers with diligence, care and
meeting their needs goes a long way in defining the success of a particular organization in terms
of competencies and sustainability (Hardalov, Koychev, & Nakov, 2018). Therefore the customer
support management focuses on a wide scope of spectrums that are meant to ensure that the
customer care and associated support services are meant to trigger the level of competitiveness in
a specific industry. Our focus in this regard will hence be based on the most important weekly
support metrics and how each of the metrics is automatically measured in a specified order. This
will hence determine the level of the Net Promoter Score (NPS) which is primarily designed to
gauge the customers’ willingness to use and recommend particular company’s products.
Net Promoter Score (NPS)
An understanding of the NPS is critical in understanding customer support management as
well as identifying the most important support metrics in a particular business. The Net Promoter
Score (NPS) is basically an index range that has a range of between -100 to 100 and is used to
measure the willingness of customers to prefer certain products to others based on the associated
level of satisfaction (Hard...

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Good stuff. Would use again.

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