Having fast, 24/7, efficient, and multi-platform customer service (with unified access) is a dream for many companies and a step ahead of the competition. It's important to note, however, that internal and external forces to your business drive change and influence your service. Ignoring the market, customer demands, and natural technological evolution can be a self-sabotaging move. Having good customer service, nowadays, requires constant analysis and managementMoreover, it is necessary to analyze and cross-reference data in search of corrections and optimizations. We will present this below. The 4 best customer service indicators – capable of transforming your business.. Follow.
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Customer Service Management
Have you heard of Customer Service Management?
Develop and configure your entire customer service strategy with the customer in mind. And how is he contacting your company, which channels are he most likely to use, what does he expect from your representative in terms of response time, personalization, formality, and other observations? Putting the customer at the center of your decisions. – based on the concept of “Customer first", or in Portuguese, "customer first".
But to put these strategies into practice, It is necessary to have reliable information and data.First, about your target audience; and secondly, and no less importantly: to have information about your own care in itself. Behold, Customer service indicators are becoming so important. for diagnosis and improvement of your service.
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What should you evaluate in your customer service?
There is a wealth of data that can be obtained from (good) customer service platforms on the market. To choose which ones to adopt, above all, it is necessary To align and correlate a hypothesis or piece of information/answer that one wishes to obtain with its respective data..
Indicators or Key performance indicators (KPIs) need to make sense for your business. and provide relevant information. Keep that in mind!
Listed below the 4 best customer service indicatorswhich will most likely be fundamental to your management:
Customer satisfaction survey (Ratings)
The ratings given by customers at the end of their service experience in a satisfaction survey are the The fastest and most direct way for your business to obtain data.not just about the service itself, but about your business as a whole.
Briefly, satisfaction surveys are generally developed on a numerical scale, from 1 to 5 stars or from 0 to 10. The quantitative model facilitates the construction of results and the cross-referencing of data.
Chatbots and virtual assistants (such as Matrix Human AssistantThey are already able to guide the research process themselves, making evaluations more dynamic and faster.
Customer satisfaction index
The customer service satisfaction index calculates the average quality of service. (rated by customers). The index is obtained by sum of the evaluated scores divided by the sum of the number of services provided within a given interval.
Monitoring this data seasonally allows check the progress (or decline) in the quality of your service over time – and thus take steps to correct and improve it.
Number of calls
Is the number of services provided by my business important? Yes and no!
Common sense dictates that serving more customers at the expense of service quality is a self-sabotaging strategy! The quality and effectiveness of services must come before the number of services provided. (or average service time).
But it's also important to measure the number of consultations, in the sense of measure and adapt your structure (Number of agents, potential of customer service software and chatbots) looking for your company. More than that, measure which customer service channels have the most access. and require more of your attention, or whether/how a particular marketing/sales campaign generated results, in terms of the number of customers who made contact.
Customer service agent productivity
Measured by total volume of calls handled by each agent and average call handling timeProductivity is also another important metric to manage.
Understanding which employees are most productive and why will help you to... spreading best customer service practices at your company or call center.
Customer satisfaction survey: how to request a review?
Be brief and to the point in your questions.Long and complicated surveys drive customers away and irritate them – nobody has that much time for lengthy questionnaires.
After your service, offer the customer the opportunity to rate you through a quick survey, or send it via email, app, or social media.
Increasingly common, as we said, The use of chatbots and virtual assistants in conducting research streamlines the evaluation process.. Automatic survey delivery also for applications, such as WhatsApp (through the WhatsApp Business APIIt is also well regarded by customers.
Remember to evaluate your own questions over time.It's common that as your business and strategies evolve, one or another question may become outdated, no longer applicable, or no longer provide relevant information. Keep in mind that... The purpose of a satisfaction survey is to provide you with accurate feedback on the quality of your service and your business..
