Digital Customer Experience: Golden rules, customer would fall in love
Today, the relationship with customers has changed significantly. Technology and the customer...
In an increasingly digitized world, where customer needs are changing, it is becoming more important than ever to understand customer behavior. But how do you evaluate the customer experience?
The answer is through customer analytics. This type of analysis allows companies to know their customers intimately, so as to build an adequate strategy with the information and insights gained.
The power of data: how to evaluate customer service
Collecting data on the performance of your customer service is essential, in order to ascertain whether the strategy of your company is successful or needs to be adjusted.
Critical data to collect when evaluating a customer service includes the number of tickets received and resolved, the types of requests, the duration of calls or chats, and the degree of customer satisfaction expressed after intervention.
This data can be considered descriptive analytics and allows for a picture of the customer service situation, so as to understand how to improve it. Hence, weak points can be strengthened and staff numbers can be adjusted depending on the customer volume during particular periods or seasons.
On the other hand, there are several predictive analytics tools, which use particular algorithms based on the data collected, to build plausible projections on customer behavior, in order to orient both the commercial strategy and the customer service activity.
As a result, it is continually possible to improve the level of customer satisfaction.
The primary techniques for monitoring customer service
Customers are the center of any business, not only because they buy, but also because through their behavior they can provide useful information on the effectiveness and value of your products
Feedback and reviews are essential for understanding what works, what doesn't, and what needs strengthening in the sales process.
Consumers today are very different from a few decades ago, as they are not limited to evaluating only the quality of the product, but also everything that revolves around it, such as hospitality, advice, after-sales service, and return and refund methods.
Below are the main guidelines for monitoring your customer service:
- Listen to the interactions between customers and your agents. In this way, it is possible to understand what kind of attitude the CSR (customer service representatives) convey across the phone, as well as their approach and professionalism.
- Read and monitor feedback. With the development of social media and technology, it has become easier for companies to understand what customers think. Online platforms have given customers the opportunity to have their say. It's a good idea to read the feedback you receive - especially the negative opinions.
- Schedule weekly meetings with the team responsible for customer service, so as to understand the results obtained and get any critical issues under control.
- Implementing software quality assurance is a process that ensures that all processes, methods, activities and tasks are monitored and compliant with defined standards. It provides companies with realistic estimates of how the business is performing step by step, task by task.
- Performing quality control is a good tactic to understand if your company is providing the right value to customers.
How to improve customer service performance
Firstly, in the case of poor performance, you should strengthen the skills of your team. Start looking for candidates who have empathy, patience and consistency. You need adaptable agents who have the right approach, because every client is different. They should be able to handle surprises, sense the customer's mood, and act accordingly.
Next, you should start improving your customer service strategy after monitoring and evaluating all customer service features, in order to come up with a better plan for future challenges. This way, you will be aware of all the details that need improvement or features that should be added.
As a growing business, going the extra mile for your customers is vital. This attitude will transform the customer experience into a positive and memorable one. With this in mind, your business will not only empathize with its customers, but also make real changes that affect your brand reputation.
We Are Fiber, with 10 years of experience, has built a team that has the ability to work with different models and adapt to any business need. We constantly invest in new technologies to better serve our customers.
Do you want to know what our agents can do for you and how we can work alongside your company?
Contact us here
Email: info@wearefiber.com
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