Customer service is a very important function Service evaluation for the growth of the company, as it is responsible for contacting customers and doing everything possible to ensure their needs are met.
As we discussed in the last content: all about customer service , customer service management involves thinking about how the customer is contacting the company, what the channels are, is there a response strategy for each interaction, are the contact journeys working correctly?
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These and other questions guide the service manager to understand, in a holistic way, that is, with a macro view of the entire service process, how interactions with leads and customers are being carried
What to evaluate in customer service?
There is a range of data that can be extracted from customer service platforms and, when interpreted, can help to make important decisions about the service process.</p></p>
Leandro Coimbra, Head of Sales here at phone number list Globalbot , states that there are 3 main data that guide customer relationship management: satisfaction surveys and customer satisfaction indexes, the number of calls and the productivity of the age
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Satisfaction survey
This is the rating that the customer gives to a single service. It usually ranges from 1 to 5 stars or from 0 to 10 on a numerical scale. A satisfaction survey is one of the selecting references for shooting and processing photos most direct ways to get quick feedback on how the service and the agent’s approach were performed. Furthermore, in communications with chatbots , the satisfaction survey helps to understand whether the chatbot usage strategy had a positive impact on quality and customer satisfaction.
service-evaluation
Service satisfaction index As in the satisfaction survey, the index bulk lead calculates the average quality of all services already evaluated by customers. It is an important performance indicator (KPI) for service management, as it evaluates the company’s service as a whole.
Number of appointments
It measures the number of services provided on each contact channel that the company has with customers, such as WebChat, WhatsApp, Telegram , etc. It is an important piece of data because. Like the satisfaction index. the number of services provided informs whether a specific channel is performing better or worse than the total number of services provided.
An important indicator for measuring the results of campaigns carried out. To promote a certain channel in cases where the number of calls is lower. Than normal to run a campaign to increase traffic on it.
Attendant productivity
This is a metric that, when combined with other data such as the number of calls. Can help make call management more effective. Productivity can be measured by the total volume of calls handled by each agent and the average call time.
How do I request a customer service review?
Engaging customers in evaluating service is a challenge that many companies face, but it can become your company’s differentiator.
In general, for customers to dedicate their time to evaluating both service and a general satisfaction survey. Such as the Net Promoter Score (NPS), the relationship with the customer base needs to be up to date.
If your company does not have a relationship strategy with active customers in its base,. The number of reviews will be lower than expected. As customers will not pay due attention to your company’s sporadic communications.
Therefore, investing in a Customer Marketing action is essential to warm up the relationship and make communication more organic.