The e-commerce Customer Support Cost Blindspot
One of the most fundamental tidbits of information that a customer support leader should know when thinking about efficiency and optimization is the overall cost per ticket. However, over the years we’ve identified several blindspots that prevent seeing the true numbers and making truly informed decisions in this regard.
Most leaders we speak with believe that the cost of running their customer support operation is limited to the salaries and benefits of their agents, sometimes adding the cost of office space and software licenses. However, there are many hidden costs that are often overlooked. In this blog post, we will examine the true cost of customer support for e-commerce brands and the three components that should be included when making this calculation: the direct costs, the indirect costs, and the lost revenue of a non-perfect CSAT.