Do you remember your last positive experience with a Customer Service Department? What made the difference? The detailed information about a product, the contact form on the site, or the speed of response?
Chances are you were influenced by many of these aspects. Remember, positive customer experiences never fall on deaf ears!
In fact, to improve the customer experience, companies collect the data that is generated by Customer Service because it can tell a lot about their customers' experience.
When people interact with Customer Service they provide companies with incredible information that can help transform and improve the Customer Experience.
Analyzing the data collected from support channels can influence your decisions: reorganizing workflows, for example, or changing the product roadmap, putting why not into new efforts to improve the customer experience.
Every interaction with Customer Service is a conversation! These conversations contain a great deal of data. What is your customer looking for, what problem is they trying to address, what channel did they use?
You can leverage this data by implementing a solution like Zendesk to your business.
With Zendesk you can manage omnichannel communications with your customers from a single platform, communications that flow from emails, phone calls, texts, chats and all the touchpoints you make available.
Zendesk helps you collect detailed customer information, helps you analyze it, and helps you take action to drive business growth with smarter decisions.
Zendesk gives you a comprehensive view of the entire customer journey that can be analyzed, shared, and turned into actionable insights for a new organizational realignment.
Targeting data helps your company stay competitive and retain customers. A dashboard that shows real-time analytics, for example, reporting the most recent data available, allows support team members to make better decisions. This may include assigning agents to a specific support channel, adjusting service hours, or implementing changes that improve first contact times.
A spike in tickets on a particular channel, such as chat, might suggest the need to migrate to an asynchronous messaging solution, which is more scalable.
High volumes of support tickets could become knowledge base material, allowing customers to access self-service items before interacting with a support agent.
According to the Harvard Business Review, 81 percent of customers attempt to take care of issues themselves before contacting a live agent. A fully integrated omnichannel approach using chatbots could automate these processes before passing requests to a live agent.
It is important to be flexible and responsive to the changing needs of your customers, whether it is adding new support channels or adjusting your advertising to speak to the specific needs and pain points of potential customers.
High engagement in a given channel, such as Facebook or Instagram, can help you build a targeted marketing campaign or refine your product strategy around a given channel.
Supporting data doesn't lie; customers have high expectations. Don't overlook them just because you lack transparency about your data.
Try Zendesk, contact us!