Most of us have experienced at least one customer support call that has made us grind our teeth and lowered our overall feeling of customer satisfaction. A lot of the time the extra wait time, the transfers, the holds have to do with the misuse of technology. It may be a matter of the systems your support team are using need an update, or perhaps your team is not fully trained and are misusing the systems. Either way, it's time you start looking into the issue. You'll find positive customer experiences are much more valuable than the costs associated with upgrades and additional training.
Here are a few questions you should be looking to answer:
You can keep track of these metrics various ways, using 360 survey software, with spreadsheets or the old fashion paper-and-pencil method. It doesn't matter how you track them, as long as you're identifying hold ups causing customer and client satisfaction ratings to fall - and then taking action to improve their experiences.
Here are a few questions you should be looking to answer:
• Are the transactions/response times slow?
• Is the representative seeing incomprehensible system errors?
• Are they creating workarounds or following the correct process?
• Are they using the applications correctly and effectively?
• Is the representative seeing incomprehensible system errors?
• Are they creating workarounds or following the correct process?
• Are they using the applications correctly and effectively?
You can keep track of these metrics various ways, using 360 survey software, with spreadsheets or the old fashion paper-and-pencil method. It doesn't matter how you track them, as long as you're identifying hold ups causing customer and client satisfaction ratings to fall - and then taking action to improve their experiences.
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