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Today, customers interact with businesses through a variety of channels: email, phone, social media, and self-service tools such as AI agents or chatbots. Being present on each of these touchpoints is important, but not enough. The real challenge lies in delivering a smooth and consistent customer experience across all channels. This is the essence of omnichannel strategy. To evaluate the effectiveness of your omnichannel customer relationship, it’s essential to rely on trustworthy metrics. Key Performance Indicators (KPIs) help you accurately track the quality and consistency of customer interactions across every channel. They provide clear insights into what’s working well and where improvements are needed. Here are 8 essential KPIs to help you enhance your customer relationship.
Omnichannel customer relationship management is built on a simple idea: offering customers a seamless and continuous interaction, no matter which channel they choose to engage with your company. It’s not just about being present on every channel, it’s about making them interconnected in real time to ensure a consistent, smooth, and frustration-free experience.
Unlike a multichannel or cross-channel approach, where channels may operate in silos or be loosely coordinated, omnichannel aims for perfect synchronization between online and offline interactions. This allows a customer to start a conversation via chatbot and then continue seamlessly with a live agent on the phone without repeating their issue. Each touchpoint becomes a natural extension of the previous one.
To make this possible, omnichannel customer management relies on instant data sharing, a unified view of the customer journey, and ongoing personalization based on customer context and preferences. Tools like CRMs, artificial intelligence, marketing automation, and contact center platforms such as Kiamo or Genesys enable businesses to centralize information, log interactions, and anticipate customer needs. This approach strengthens customer engagement by making every interaction more accessible, relevant, and fluid while improving collaboration across sales, marketing, and support teams.
Behind every successful customer experience lies well-analyzed data. Before improving the experience you offer your customers, it’s essential to understand what’s working and what’s creating friction. The right KPIs provide this visibility: they highlight pain points in the customer journey, reveal which channels perform best, and show where there’s room to increase efficiency.
These indicators do more than summarize performance, they help you allocate resources wisely, adjust priorities, and support strategic decision-making. By clearly understanding how customers interact with your teams, you can deliver a smoother, more personalized, and ultimately more satisfying experience. And that’s what makes all the difference in the long run.
This KPI measures your ability to resolve a customer issue during the very first interaction. In an omnichannel context, FCR is a key indicator of how well channels, tools, teams, and data are synchronized. A high FCR means customers don’t have to follow up or switch channels to get their problem solved.
How to use it: track FCR by channel, request type, or team. It’s an excellent starting point for identifying high-impact areas for improvement.
Recommended benchmark: aim for a rate above 70%, with 80% being ideal depending on your industry.
This KPI measures how quickly teams respond to customer inquiries across each channel (AI agent, email, phone,...). It reflects how responsive your service feels from the customer’s point of view.
How to use it: compare average response times by channel and align them with customer expectations.
Recommended benchmark: less than 1 minute for live chat, under 4 hours for social media, and within 24 hours for email.
This KPI assesses a customer’s likelihood to recommend your company after an interaction. It helps identify strong points and friction areas across specific channels.
How to use it: segment NPS by channel and request type to target corrective actions more effectively.
Recommended benchmark: aim for an NPS above 30 (acceptable) and ideally above 50 (excellent).
This KPI tracks how often a customer is forced to switch from one channel to another (e.g., from an AI agent to a phone call) to get an answer. It reveals breaks in continuity and highlights the need for better integration between contact points.
How to use it: identify common journeys where transfers occur frequently, analyze the causes (poor routing, lack of information, channel limitations), and work on improving channel interoperability.
Recommended benchmark: keep transfers below 10% of total requests.
This KPI measures how many customers use tools like FAQs, AI agents, or online help centers to solve their issues independently. It reflects how easily customers can find answers without needing to contact support.
How to use it: monitor self-resolution rates and identify the most viewed topics to enrich content and improve navigation.
Recommended benchmark: aim for at least 30–50% self-resolution on simple, recurring requests.
This KPI measures how difficult a customer perceives it is to solve a problem or find information. The lower the effort, the smoother and more pleasant the experience feels.
How to use it: ask customers a direct question after their interaction (e.g., “Was this easy to resolve?”), then compare results by channel or customer journey stage to pinpoint areas of friction.
Recommended benchmark: aim for an average score of ≤ 3 on a scale from 1 (easy) to 7 (difficult).
This KPI reflects the overall number of inquiries received and processed across all channels (email, AI agent, phone, social media,...). It provides a clear view of customer service activity and helps identify peak periods, seasonal trends, or changes in workload.
How to use it: track volume over time to anticipate spikes, adjust staffing levels, or allocate resources more effectively during high-demand periods.
Recommended benchmark: to be defined based on your customer base size, service hours, and the nature of incoming requests.
This KPI tracks cases where a customer leaves the journey before receiving an answer or solution. It helps identify specific moments when the experience becomes too long, confusing, or frustrating.
How to use it: analyze abandonment rates by channel and by journey stage to pinpoint bottlenecks and simplify the customer experience.
Recommended benchmark: aim for an abandonment rate below 5–10%.
Performance indicators are not just numbers, they reflect the real customer experience, whether it's smooth and seamless or marked by avoidable frustration. When used methodically, KPIs help identify areas for improvement, align channels, and streamline the customer journey. They are a powerful lever for enhancing service quality, strengthening cross-team consistency, and delivering a simpler, more efficient experience that meets customer expectations. A strong customer relationship is built on listening, adaptability, and continuous measurement.
