4 Ways to Connect the Customer Service Dots
3. Get it right the first time. The most frustrating service issue consumers cited was being transferred or having to repeat themselves. "First call resolution" has always been one of the most critical customer service metrics because of its impact to both operating costs and customer satisfaction. Organizations need to deliver better cross-channel experiences by using consistent language and information, offering clear transition paths, and preserving context.
4. It’s not enough to know what angers customers. Companies need to understand the effects that negative customer experiences can have on their business. By connecting the dots between behavior and critical business outcomes, organizations can target improvements for the most pressing customer service issues.
Companies can also report on the economic impact of improved customer experience. This reveals that focusing on what customers want has an impact on bottom-line results. With more complete cross-channel insight, businesses can optimize performance to improve loyalty, grow revenue, cut costs, enhance reputation and effectively avoid customers reaching their tipping points.
Marco Pacelli is CEO at ClickFox, a provider of customer experience analytics. Reach Marco at email@example.com.