Your customer feedback is much more valuable than you might think. Customer feedback is an under-utilised tool for many call centres or contact centres. Yet, it can be invaluable for improving your product or service or when developing and creating new ideas.
Companies that use both their positive and negative feedback to increase customer satisfaction find an increase in their revenue by 84% according to Forbes. Artificial Intelligence (A.I) is a valuable way for companies to analyse their customer feedback measurements in an effective and efficient process.
Both positive and negative feedback is vital to improve your customer satisfaction. When you think about using feedback as a measurement, you may automatically think about the impact of positive feedback, what works well and continuing to provide that to your customers.
However, negative feedback can sometimes be an even greater asset to you! Negative feedback can seem disheartening and it obviously something you want to reduce, but it can inform your team on areas that need improvement.
Negative feedback benefits include:
- Improving customer loyalty & advocacy by correcting mistakes for the customer and improving the situation
- Learn from the feedback and drive process/training improvements
- Create positive change to customer experience.
A.I is an extremely useful tool when it comes to customer feedback analysis. It can be used to drastically reduce the time that directors and managers spend analysing information gathered from customer feedback.
Artificial Intelligence services such as our Salesforce survey tool gather customer feedback information and categorise it, sending it to the relevant departments. This leaves employees free to work on more pressing tasks.
Our uniquely designed Salesforce app not only measures data and survey behaviour for you. It also links the data to the bottom line and gives insight to your teams down to individual agent level. This is unique to the In-Gage tools and not offered by other suppliers.
In-Gage’s unique Salesforce app helps to increase your customer growth through word of mouth sales and improved customer retention. In-Gage’s app helps to improve customer loyalty by reducing your customer churn rates. Our ROI dashboard measures and proves the financial impact that customer service has on the business and provides reasons and key areas for improvements.
Our automatic routing of feedback makes sure that the most relevant parties receive the data. In-Gage’s Salesforce app introduces touch points based on customers’ specific journeys. It also engages your service employees and provides active coaching on specific failings and successes.
A.I is the best way to collect and analyse your customer service data and can help your call and contact centres increase customer satisfaction, loyalty and advocacy. If you would like to find out about our tool you can request a demo.