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Metrics are supremely valuable to any business: they let you know what your customers are feeling, they help you get an understanding of what needs to shift and change for your company to grow, and they even give you insights into the feelings of your employees. Having a steady set of metrics that you keep track of can help you to foresee issues coming in the future, and address problems before they occur. They can also help you to boost your customer’s happiness and satisfaction.

While this is by no means an exhaustive guide of all of the possible metrics available or their combinations, we hope that this core set can help get you started on the right path towards metrics nirvana.

  • Mercer Smith-Looper. A writer, public speaker and support veteran of over 15 years, passionate about providing support teams space and insight that they need to do what they do best: help the customer. She currently is the Director of Support at Appcues, but in the past has worked in leadership for Wistia, Campaign Monitor, Trello, and Atlassian. Beyond that, she has consulted and written for some of the most prolific customer support companies world over.
  • Sarah Chambers. Editor-in-Chief for Chatra and a prolific author focusing on customer loyalty, success and remote work. A former support executive herself, she currently runs Supported Content, a boutique marketing agency for customer service businesses. When she’s not furiously typing away, she’s climbing, knitting or snowboarding in the mountains of Western Canada.
  • Yaakov Karda. Co-founder of Chatra and a customer support enthusiast. He’s authored and co-authored dozens of blog posts and a number of books on the subject. His writing has been featured in top industry publications and his books are available on Amazon.
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