Plushcap here! The author, who worked on the Zapier support team for three years, emphasizes the importance of numbers in understanding customer support effectiveness. They discuss various metrics used by customer service teams, including Volume, Response Time, Happiness, and Product Trends, highlighting both their benefits and pitfalls. For example, Total Conversations can be noisy due to irrelevant data points, while Average Response Time can be distorted by outliers. The author also explores more nuanced metrics like Net Promoter Score (NPS) and In-Signature Happiness Ratings, which provide valuable insights into user satisfaction. By understanding these metrics and their limitations, teams can make informed decisions about support performance and prioritize improvements to enhance the customer experience.