Improvements in conversation quality: you can see which areas your team needs to improve, as well as which ones are bringing in more customers.
Cost reduction: the fewer complaints and repetitive calls you have, the philippines country code number lower your operating costs will be.
Identify opportunities: you can analyze the data and come up with ideas to improve service.
Increase customer retention rate : Positive interaction is one of the main factors that determine whether a customer will continue to do business with your company or not.
When we know whether the customer is satisfied and which points are harming their experience, we can personalize the message and increase retention.
This observation makes you see whether the goals related to this topic are being achieved.
The more satisfied the consumer is, the more he will consume your products and services.
It is worth remembering that measuring the effectiveness of service makes more people become promoters of your brand.
A survey carried out by Octadesk and Opinion Box showed that 83% of consumers say they praise and recommend companies that offer a good experience , however this experience is directly linked to customer service.
8 tips for measuring the effectiveness of customer service
1. Best Time to Call
If you want to know the best time to contact your customers and how this will increase sales, this KPI will be of great help.
The first piece of information we will have is which customer service channel your base prefers ; is it telephone, email or WhatsApp? This increases the possibility of you receiving positive feedback and consequently starting a conversation.