Improving Customer Service with Analytics
In an increasingly digitized world, where customer needs are changing, it is becoming more...
If you don't measure the value of your customer service, how will you understand the success of your activities?
This question should be addressed by every company that makes customer care services available to customers. Performance evaluation is essential to understand where it is possible to improve and where excellent quantitative standards are being achieved.
In order to evaluate customer care, it is necessary to take into consideration the most important KPIs that allow monitoring and self-assessment of the quality of the service.
We Are Fiber is an outsourcing company specializing in customer care services. To offer our customers a quality service, we constantly monitor performance, ensuring that we implement a process of continuous improvement.
But which KPIs should be monitored?
The chief aspects to monitor for efficient customer care
There are a variety of KPIs that can be used to measure the customer service of your business, where different indicators will be applied depending on the type of product or service on offer. Read on to understand the primary KPIs that could be used to evaluate your company's customer care.
General customer satisfaction
This indicator, more or less, relates to the direct involvement of users, where the idea is to analyze the customer experience.
Receiving feedback from users is certainly an added value to develop better performing strategies. Customer opinions are the main tool for evaluating so-called customer satisfaction, or the level of user satisfaction with the products and services offered.
Customer retention
Customers who are satisfied with your service tend to return and buy from you again. So, if the number of returning customers is high, this implies that your customer service is performing well.
Net promoter score (word of mouth among customers)
If a customer is satisfied with your service, he or she will feel comfortable recommending your company to others. The number of customers who recommend your product or service is referred to as the net promoter score. This indicator is calculated by subtracting the percentage of detractors from the percentage of promoters obtained. The result, however, is not expressed in percentage points, but as an absolute number between -100 and +100.
Conversion rate
After the customer has landed on your site or entered your physical store, what is the probability that they will arrive at a purchase? If your customer service is good, your conversion rate should be fairly high too.
Time spent solving problems
A great customer care service will have a high problem resolution rate. In reality, the metric that really makes the difference between effective customer service and poor customer service is the response time and resolution of customer issues. The smaller this range, the larger the number will be of customers satisfied with the shopping experience.
The perfect customer service
The aforementioned indicators should not be measured for the sake of doing so, but must be taken into consideration to implement continuous improvement of your customer service and, indeed, of the entire company.
Bearing this in mind, it is important to provide a reliable and "omnichannel" customer care service, which is usable across various channels, such as messaging services, social networks, chat, chatbot, telephone, and newsletter. Customer service satisfaction surveys are also recommended, so that customers can ultimately participate in the decisions taken by your business.
Request a consultation: our experts are ready to provide you with all the help you need to reach business success.
Email: info@wearefiber.com
Telephone (It): +39 024 210 1122
Telephone (UK): +44 203 870 4408