When it comes to business success, optimizing how you manage customer experiences is everything. Your products and services can be top quality, but if your customer becomes frustrated with your in-person or online service management process, you will lose their business and tarnish your company’s reputation.
You can avoid these costly issues if you proactively take steps to understand the customer experience, but identifying issues and resolutions is a never-ending project of it’s own. That’s why an advanced customer experience management framework is invaluable for customer experience optimization in today's business world.
When you integrate your call center helpdesk + phone system software with QA software, you will notice an immediate improvement in efficiency when it comes to grading and understanding customer interactions. These integrations allow you to leave Google forms and spreadsheets behind, which is a major timesaver.
When the iconic shaving supply brand Harry’s began using QA software, their team quickly noted a huge increase in time savings. They observed that email and chat audit time decreased by 50%, and agents were able to focus more on customer contacts and on adding more comprehensive QA efforts, particularly for holiday sales. As a result, they improved the call center customer experience.
Customer experience quality assurance is bolstered by the right programs. Your CX software should allow you to create specific scorecards to measure agent performance in your call center across a wide variety of customer interaction types. You can set a minimum threshold score for grading, which alerts you to the agents who are struggling the most. You can then focus on agents who consistently have lower scores than other employees (often, these are the newest agents on your team) and optimize coaching practices to boost their performance - and make the most impact on your customer experience.
You can get creative with your QA software so that it provides more sophisticated insights as well. In fact, some business teams have learned how to filter tickets so that they are always grading the most helpful feedback.
For instance, Handy’s grading team takes time to parse out dissatisfied (DSAT) tickets. These are tickets with either negative customer satisfaction (CSAT) scores or those flagged by agents who want a review of a difficult interaction with a customer. This method means the graders are not wasting their time on basic feedback but on tickets that provide more actionable and revelatory information that enhances customer experience optimization.
With your CX software, you can automate actions triggered by CX metrics, which expedites corrections and improvements. If you have a customer that gives you a net promoter score (NPS) score of 0–6 (detractor) and asks for follow-up contact, your software can automatically create a ticket that appears in your CRM or Contact Center platform. By doing so, you ensure that a sensitive matter is addressed and not accidentally overlooked, which would negatively affect your customer experience optimization.
You can choose any CX metric to trigger an automatic response, such as CSAT, customer effort score (CES), or any linear scale. This applies to simple star systems as well. You can set your system to automate a response if you receive 1 or 2 stars.
The benefits of a CX system go beyond customer experience optimization. They also contribute to a more engaged workforce. This software helps CX managers anticipate fluctuations in support volumes so that they can schedule the appropriate number of agents to address ticket demand. In other words, you do not present your agents with an unreasonable workload, thus allowing them a personal life.
Also, better training and tools lead to happier, more effective agents who will be more likely to stay with the company. They embrace constructive feedback from customers because they want to improve their skills and to protect the company’s brand.
Automating customer experience optimization processes means more satisfied customers, better-trained agents, and increased profits for your company. Without these optimizations, you may miss important feedback about your products, services, and staff. Those working with CX may not have all the information they need when they need it. Your reaction to your customers will then be disjointed and flawed.
With MaestroQA, you can enjoy seamless customer service management software that automates vital processes, better data capture and analysis that leads to happier customers and employees. For excellent customer experience optimization and quality assurance, request a free demo today.