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Nagalakshmi K
Nagalakshmi K

The document analyzes customer service metrics from 612 support tickets at LinkedIn. It found that 63% of dissatisfied customer tickets and 23.2% of satisfied tickets were resolved on the first contact. Implementing recommendations like including FAQ links in responses could increase customer satisfaction by 2% and reduce support tickets by 1%, saving costs.

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UED BRAND & MARKETING©2013 LinkedIn Corporation. All Rights Reserved. DiveIn
© 2013 LinkedIn Corporation. All Rights Reserved. Objective  Focus on improving member experience and customer handling techniques  Resolution in the first go using all the available resources  Improve CSAT and survey return percentage
© 2013 LinkedIn Corporation. All Rights Reserved. Sampling  Data : 612 tickets  Total DSAT: 85  Total SAT: 527  FCR (DSAT): 63  FCR (SAT): 142
© 2013 LinkedIn Corporation. All Rights Reserved.  Total DSAT: 13.89%  FCR (DSAT): 10.28%  FCR (SAT): 23.20% Statistics
© 2013 LinkedIn Corporation. All Rights Reserved.  Include FAQ links: https://help.linkedin.com/app/answers/list/search/1/d/a/kw/FAQ/page/1  Ticket log: Check what member already knows from the Help Center  Related Information: Provide information on self-assistance for the future Recommendations
© 2013 LinkedIn Corporation. All Rights Reserved.  Bridge: Be active on Bridge for accurate and current information. ‘Follow’ questions for regular updates on the same  CATO/Knowledge Base: Exploit for additional knowledge Best Practices
© 2013 LinkedIn Corporation. All Rights Reserved.  Incorporating the findings would have increased CSAT by 2%.  Eventually survey return percentage will also be increased.  Deflection rate of members contacting us will be decreased by 1% if FAQ links are added to the response as every ticket we receive cost 4 USD, it will make a huge difference. Analysis
© 2013 LinkedIn Corporation. All Rights Reserved.

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  • 1. UED BRAND & MARKETING©2013 LinkedIn Corporation. All Rights Reserved. DiveIn
  • 2. © 2013 LinkedIn Corporation. All Rights Reserved. Objective  Focus on improving member experience and customer handling techniques  Resolution in the first go using all the available resources  Improve CSAT and survey return percentage
  • 3. © 2013 LinkedIn Corporation. All Rights Reserved. Sampling  Data : 612 tickets  Total DSAT: 85  Total SAT: 527  FCR (DSAT): 63  FCR (SAT): 142
  • 4. © 2013 LinkedIn Corporation. All Rights Reserved.  Total DSAT: 13.89%  FCR (DSAT): 10.28%  FCR (SAT): 23.20% Statistics
  • 5. © 2013 LinkedIn Corporation. All Rights Reserved.  Include FAQ links: https://help.linkedin.com/app/answers/list/search/1/d/a/kw/FAQ/page/1  Ticket log: Check what member already knows from the Help Center  Related Information: Provide information on self-assistance for the future Recommendations
  • 6. © 2013 LinkedIn Corporation. All Rights Reserved.  Bridge: Be active on Bridge for accurate and current information. ‘Follow’ questions for regular updates on the same  CATO/Knowledge Base: Exploit for additional knowledge Best Practices
  • 7. © 2013 LinkedIn Corporation. All Rights Reserved.  Incorporating the findings would have increased CSAT by 2%.  Eventually survey return percentage will also be increased.  Deflection rate of members contacting us will be decreased by 1% if FAQ links are added to the response as every ticket we receive cost 4 USD, it will make a huge difference. Analysis
  • 8. © 2013 LinkedIn Corporation. All Rights Reserved.