This is how our support reaches its KPIs

In my recent posts, I’ve focused on our product, its features, and how you can make the most of them.

And as a follow-up to another well-received article, we wanted to do just that again — but this time with a focus on support.

Said and done — I called a friend. Okay, that’s a lie. I sent a chat message.

Because loyal readers know how I feel about unnecessary phone calls.

That friend was our COO, Fredrik Bäckman, who, back in the day, worked on our support team. A lot of water has passed under the bridge since then, and today he’s responsible for quite a lot — including support.

Together with a few others, he’s created our way of work to ensure we give customers the best possible service.

So, let’s go through how we use the power of the lynes app to support our customers.

The most important KPIs

Like any sensible company, our support team works daily with key KPIs. When asked:

“Which KPIs are the most important to you?”

Fredrik answered:

Service level and missed calls.

Support’s favorite features

Our support team handles by far the most calls and strives for a high FCR (First Call Resolution) — that is, solving as many cases as possible on the first customer contact.

The dashboard in detail view is, quote, “amazing.”

The dashboard gives agents a quick overview of how the group is performing against its KPIs. It’s a view they use constantly.

Missed calls handled in due time

Having the right staffing and short response times is always a balancing act. That’s why it’s crucial to handle any missed calls efficiently.

When we experience a spike in call volume, the team makes sure to convert missed calls into handled ones as soon as possible.

It’s a popular feature — and yes, you can track it right in the dashboard.

Agent list = transparency

Further down in the detail view, all agents in each group are listed. You can instantly see their status, what type of call they’re in, and when they’ll be available again.

As a supervisor, you get even more data — including the percentage of calls each agent has answered.

Chat for quick resolutions

As a complement to phone calls, support uses chat extensively. Here, cases can quickly be escalated to Tech Ops or other colleagues who have encountered similar issues before, helping us maintain a high FCR.

Standing conferences keep the team connected

We practice what we preach — a hybrid workplace is a must, so being able to meet digitally is essential.

Our support team has a standing conference room they can drop into to consult with colleagues.

This has helped close the distance between our team members spread across the country and created a culture of messaging instead of interrupting when at the office.

Some team members even “hang out” in the conference when time allows — and even if they’re in a conference, incoming queue calls will still ring through to them if configured that way.

Call recording serves multiple purposes

The support team records calls for several reasons.

Partly to be able to review if something went wrong, but also to build a library for training new team members.

It also makes it easy to share call logs with recordings when a case needs to be escalated to another department, such as Customer Success.

All relevant data follows the shared call automatically, minimizing unnecessary questions or back-and-forth.

Analytics for trends and optimization

With the right metrics, the support team analyzes all their data — when call peaks occur, when most calls are missed, and so on.

These insights help us schedule staffing more intelligently and streamline our overall support flow.

Structure and setup

Alongside all these smart features, our support team has what could be described as a textbook example of a well-structured queue group setup.

Agent groups that don’t contaminate data

Historically, one issue was that calls were counted multiple times when routed between queues. Not anymore!

Our setup includes a first line and second line, meaning if no one in first line answers, the call is passed to second line.

This ensures calls never leave the group — and they’re not double-counted as new incoming calls in multiple groups.

Quick updates to announcements

With text-to-speech (TTS), recorded messages can be updated in seconds.

This means our support is always prepared if something happens.

If, for instance, an operator or we experience an outage, the responsible agent can quickly update the welcome message to something like:

“We’re currently experiencing an issue with X that may affect your telephony. Troubleshooting is in progress. Visit status.lynes.io for detailed information.”

That way, most callers hang up instead of waiting in line to ask about the issue.

Summary

Our support team always strives to be best in class, and Fredrik identifies our key success factors as:

• Strong system support
• Skilled and engaged staff
• Transparent data accessible to all agents
• Efficient routines

As a complement to our support, we also have our Help Center, which answers most questions — combined with our built-in self-service in the app, this has significantly reduced the number of incoming tickets.

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