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Using the Daily Customer Service Tracker
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Instructions. To save this document for your own use, sign into your Gmail account then select "File" -> "Make A Copy". This will allow you to make your own copy on Google Drive. Alternatively, you can also select "File" -> "Download As" to select your desired file type and save your own copy.
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Contents. For your reference, this sheet includes two main tabs, "Daily Tracker (Counts)" and "Case Categories".

• Daily Tracker (Counts): This tab is for noting important metrics on a daily basis. The first column includes the date range for each week. As you begin to use this sheet over time, you can copy and paste additional rows to add future dates. Each column highlights an important metric, such as the # of messages for a given marketplace. You can copy a column to customize and add additional marketplaces where you receive messages.

The "Customer Comments" section is for recording standout comments for the day. Although you are likely to receive a wide variety of comments, choosing a standout for each day will allow you to reflect on common patterns during that time. You may perhaps note an important customer comment related to a product iteration. Perhaps you've made an update to the outbound instructions sent to customers and you're noting a customer's response to those instructions. This section should allow you to notice these standout comments over time.

The last section of the counts tab is for adding counts with each important daily metric being tracked. This can include metrics such as review responses, seller feedback removal, refunds, replacements, returns, etc. You can also use this section for adding your own category of important item(s) to track.

After you reach a good rhythm of daily use, and have a month or so of data collected, consider creating graphs for these metrics through Google Sheets or a tool like Google Data studio. This will help you visualize the changes in these metrics over time, and help make informed decisions with your customer service.

• Case Categories: This tab includes a sample list of categories to use for tagging your buyer interactions. When you reply to buyer messages through a ticketing system (Helpscout, GrooveHQ, Zendesk, etc) or your email client (Gmail, Yahoo, etc.), each interaction can be tagged with the appropriate category. While these categories will not always fit every situation exactly, we recommend trying to tag every case with the category tag(s) that makes the most sense. Cases can include multiple tags as well.

These categories are meant as a starting point. Over time, you will likely need more specific categories for tagging your interactions and may decide to add more tags. Be cautious of adding too many as this can cause you or your team to misuse or forget about the appropriate tag(s) for each scenario(s), and can disrupt your reporting. We recommend using 7-10 categories.

To dive deeper, consider setting aside time yourself or assigning a team member to review any available reporting on the frequency of usage with each tag(s), as well as past week/month interactions. During this time, you can look at specific categories and ask questions/deduct deeper insights from the tagged interactions. For example, you may note an increase or decrease in how often a certain category comes up (e.g. Were there more refunds/replacements this week? Why? Supplier issue? Listing error?). This should help you make more concise decisions on the exact items you should pay attention to or report on, such as items that have the largest impact on your day to day business or customer service.
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