Customer experience is an important part of a company’s go to market plan. The need to ensure that contact centres and customer service desks are performing at a high performance is essential to ensure customer retention and increase profit. While NPS is now an industry standard, many company’s still struggle with how to attain actionable insights beyond NPS. It is easy to generate an NPS score, but businesses suffer with the next steps. How do we improve our score? How can we improve the customer experience? What new products can we create for our customers? These are the questions that businesses fail to get answered from customer feedback.
The ability to understand customer feedback can transform your contact centres into profit centres rather than cost centres. The average customer service manager spends endless amounts of time extracting data from survey tools and then sorting out that data in spreadsheets. There is a lot of energy spent determining NPS scores or different indices but what are the specification actions being requested from customers. Often companies are left seeking to assume the needs of their customers or simply guessing the next steps that they should be taking to respond to customer needs.
Great customer service organisations are able to identify the most common cases and act to pre-empt company complaints. These insights could aid training for service agents that can lead to improvements in first contact resolution. Customer feedback isn’t just helpful in making service improvements, it can aid in the development of new services and products. While NPS scores are a good barometer of the performance of customer service organisation, it is also a part of putting the customer at the heart of your business. Customer feedback shouldn’t just be about the efficiency of your contact centre but incorporated into a company’s strategic plan.
At In-gage we have been able to develop our AI agent I-VIE with the aim of creating seamless customer service experiences and transforming contact centres into profit centres. Our AI agent I-VIE trawls through all the data and categorises cases and can adjust customer cues based on emotional sentiment. This allows companies to ensure that cases are being directed to the right agent and to identify gaps in service delivery. With I-VIE we are able to create a seamless customer service experience creating happy customers and brand advocates.
Customer service can become a real generator of profit for companies when customer feedback is translated into actionable insights. On average our customers have been able to achieve a 30% reduction in customer churn, 14% increases in word of mouth sales and 8% improvement in first contact resolution improvements, this all results in hundreds of thousands to the bottom line.