Inquiry Volume is a metric that measures the total number of inquiries, doubts or requests for information received by the customer service channels of an eCommerce, such as phone calls, emails, social networks or online chats, during a certain period of time. This is an indicator that makes it possible to analyze the degree of customer interest in obtaining information about the company's products or services.
It is essential to calculate the volume of inquiries because it allows your eCommerce to size the resources needed to meet the demand for customer inquiries efficiently; improve the customer experience, because as your company knows the type and quantity of inquiries received, you can adapt your customer service to provide fast and accurate responses; and measure the effectiveness and success of marketing campaigns, promotions or product launches, as if there has been an increase in the volume of inquiries during a time when you have run a campaign, it can indicate the effectiveness of this initiative in generating customer engagement.
Calculating the Volume of Inquiries is really simple. All you have to do is add up all the queries received during a certain period of time, regardless of the channel used. That is, if for example, in a month, your eCommerce has received 200 calls, 500 emails and 300 chat messages, the Volume of Inquiries is calculated as follows:
The Volume of Inquiries = 200 (calls) + 500 (emails) + 300 (chat messages) = 1000 inquiries.
When we talk about improving inquiry volume, we mean that a high level of inquiries is an indication that customers have a strong interest in learning more about your company, product or service, which is why it is critical to ensure that your customer service is prepared to respond to all inquiries to ensure a positive customer experience. To do this, we recommend that your eCommerce offers multiple contact channels, so that customers can choose the one that is most convenient for them; train the customer service team to deal with doubts and queries quickly and accurately; and implement chatbots or automatic response systems that will allow you to tend to queries of a simpler nature.