How Deeper CX Analytics Lead to Better CSAT

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How Deeper CX Analytics Lead to Better CSAT

Do more than just measure. MaestroQA's modern customer experience platform helps you pull actionable insights from across multiple sources collecting customer support data. 

View sentiment analysis together with your CSAT scores and QA data to perform more effective root cause analysis. Personalize your agent coaching with more contextually relevant data. Pinpoint customer issues with policies or friction in your process.

MaestroQA offers a simpler way to see your customer experience analytics tied to CSAT within a single dashboard.

"Whether you want to drive change in CSAT, NPS, or AHT, you have to start from the quality of the experience. MaestroQA has taken one-dimensional metrics like NPS and CSAT, and allowed us to get the full picture behind where we can improve."

-Monday.com

Align Quality, Training, and Coaching with MaestroQA

Your organization is measuring your CSAT scores. But they don’t seem to be improving. What's going on?

Customer satisfaction (CSAT) has been a popular metric for measuring customer experience (CX) for a long time. It’s easy to calculate and understand, but it doesn’t tell the whole story. Your customer satisfaction scores only measure how happy customers are with their current interaction with your company. It doesn’t take into account whether they’ll come back, recommend your product, or keep spending. You also miss customer feedback from the vast majority who don’t submit a customer satisfaction survey. 

In order to get the full picture of customer behavior, expectations, and happiness, you need to go beyond CSAT. Layering in data from sentiment analysis, as well as voice and text analytics, gives you better context on what's impacting customer satisfaction. See who your unhappy customers are and quickly follow up to prevent customer churn.

With MaestroQA, you can easily access these insights from your CSAT dashboard to make better informed decisions about your customer experience strategy. This data can then be used to improve your training and coaching programs. 

When agents know what customers are looking for and how they can deliver on those expectations, they’re more likely to provide a great customer experience. With more specific coaching, agents can better manage support interactions, which means more satisfied customers.

To get the full picture of the customer's relationship with your business, you need more than a CSAT score. With MaestroQA, you can access those broader analytics all in one platform.

Automate Manual and Repetitive Tasks

Your quality assurance program can deliver a wealth of insights. But building a smooth QA process can be difficult. Automation doesn't just free up employees to complete other tasks — it standardizes the entire system. With the right automation, your company doesn't need to worry about repetitive tasks like ticket assignments. Your system can sort and send to the appropriate graders.

Automated tasks will improve the customer experience by ensuring that certain things always happen when properly triggered, whether it's a ticket grading or sharing out results. You will always know whether your tasks are operating as expected. And any widespread changes to your system like adding new tags or groups can be quickly executed.

On a broader level, automated repetitive tasks like standardized scorecards, automatic grading and automated grade sharing with agents, frees up employees to spend time focusing on delivering more effective feedback and insights. They can invest their time in coaching and confidence training to help agents improve and deliver better customer support.

Provide True Customer Satisfaction Insights

Understanding what’s impacting customer satisfaction can be difficult. There are a lot of factors to consider, and it’s easy to get lost in the data. With MaestroQA, you can quickly and easily generate reports that show you more precisely how your customers feel about their interactions with your company — not just their survey results from an interaction with one of your agents.

You can segment your customer base by product, by location, or by any other criteria you choose. You can also compare your CSAT data to your customer effort data, quality data, or conversational analytics to see which aspects of your customer experience are affecting your customers the most.

Customer satisfaction data is only valuable if you can act on it. With MaestroQA, you can perform root cause analysis to uncover ways you improve your customer experience strategy based on your customer interaction data. Find ways to adapt your training and coaching programs, or initiate process changes to make things easier for your customers.

Engage in Coaching and Confidence Training

Personalized coaching is important for customer-facing employees. It helps them improve their skills, learn from their mistakes, and fill in knowledge gaps in regards to the company’s products and services. 

Confidence training also supports agent development. With more positive thinking, agents are better prepared to handle difficult customer interactions.

With MaestroQA, you can manage coaching and training your employees in a way that's structured and data-driven. Don't just give them boilerplate scripts; give them the skills that they need to delight your customer base.

Within the coaching module, track 1:1 sessions with agents to discuss performance over a particular week, month or quarter. Review an agent’s tickets or their recent KPIs using Coaching Points to discuss areas of strength and opportunities for growth. Standardize continuous learning for agents by assigning learning modules and tasks with To-Dos that link to learning modules or list follow up tasks aligned to development goals. 

Collect Strategic Insights to Fill Customer Experience Gaps

To provide the best possible customer experience, you need to understand your customer's journey. With MaestroQA, you can collect data from your support interactions and use it to generate insights that will help you improve CX.

You can use data from customer surveys, customer service tickets, social media interactions, and more to generate a complete picture of the customer experience. Pull in sentiment analysis and conversational analytics to help pinpoint key events affecting your customer experience. Use this data to fill gaps in your understanding of the customer experience and determine which areas to focus your resources on.

What Makes a Good Customer Experience?

Customers are looking for efficiency and ease. They don’t want to chat with support agents all day, but they also want their issues solved correctly with minimal effort on their part.

First Contact Resolution

Agents can often place too much focus on quickly resolving tickets when resolving a ticket the first time a customer reaches out is even more important. 

To help agents improve their first call resolution (FCR) rate, coach your agents to identify the root cause of a problem rather than address symptoms. Also, get ahead of issues by addressing frequently asked questions about your product, service, or policies.

Maintaining Quality Standards

Establish your brand’s quality standards and create a process to help agents stick to them. With a quality assurance (QA) program, managers review customer interactions and measure how well agents perform to those standards. 

A custom QA scorecard ensures the data that you're capturing on agent performance aligns with the organization's unique goals and quality standards.

Providing Solutions Rather Than Feelings

Many agents are taught to empathize with customers. But this can come off as placation if it doesn't solve their problem. The customer doesn't just want to feel like you understand their problem, they want to feel like you've fixed it.

There's a place for empathy, of course. But it should be used sparingly with the primary focus on problem-solving. 81% of customers will return if their issue is resolved on the first contact. But that number drops to just 13% if the problem isn't resolved until the customer's fifth contact.

Make sure that your team can quickly resolve tickets without sacrificing quality. MaestroQA can help you identify process improvements that reduce your average handle time (AHT) while maintaining interaction quality.

Minimizing Customer Effort

Difficult customer service experiences erode loyalty. One main driver behind excessive customer effort is reaching out to a company multiple times to fix a problem. Review QA data to spot patterns that lead to repeat calls. Pinpoint skill gaps or process issues that yield incomplete resolutions.

Another driver of higher customer effort is asking customers for information that’s already available in the agent’s CRM. Use coaching sessions to show agents how to quickly grab that information from your CRM to save your customers’ time.

Keeping Agents Informed

Dealing with agents who don’t have the knowledge or ability to solve a problem creates a frustrating customer experience. Set your agents up for success with three key tools.

A Learning Management System facilitates interactive video training modules that align with each agent’s learning style.

An Internal Knowledge Base (IKB) can help agents quickly find and share information about policies, procedures, and best practices.

A Quality Assurance (QA) Program helps spot gaps in agent knowledge through graded support tickets and helps CX managers deliver personalized feedback. 

Coaching for Soft Skills

Authenticity, a friendly tone, and empathy are the three soft skills with the biggest impact on customer satisfaction.

You can drill into sentiment analysis to see where there are opportunities for improvement. Also, weave specific questions into your QA scorecard to collect data on these criteria, so you can see where the gaps are in an individual agent’s performance or team-wide. You can then provide specific feedback to agents in 1:1 coaching sessions or uplevel the team with new training sessions.

Using Analytics to Improve the Customer Experience

When it comes to ensuring great customer experience, the right data is critical. A traditional mindset focused purely on operational efficiency limits your team’s performance. Metrics like average handle time (AHT) and first call resolution (FCR) support a transactional model that treats your customers like a number. 

Modern contact centers focus around experience management, which take into account quality and conversational analytics. Understand the true impact of your agents’ performance beyond productivity metrics. Track this data alongside your CSAT score in one dashboard for quicker insights on where to focus your efforts.

Let Us Help

In business, customer satisfaction is everything, but customers have ever-changing needs. As a result, the relationship between customers and companies continues to evolve, with customers seeking more personal, impactful experiences every day.

How will your organization stack up against the rest?

MaestroQA provides a scalable solution for managing the quality of your CX, coaching your agents, and pulling actionable business insights all from a single platform that integrates with your customer service CRM. Through the MaestroQA platform, your organization gains deeper insights into how your customers think and feel. With this data, you can empower your agents to respond more readily to customer expectations and improve CX.

How it Works

Even the best customer support agent might receive a low customer satisfaction score — if it's the organization that's failing. By putting the onus on customer support to satisfy the customer, companies lose critical opportunities to develop the customer experience.

MaestroQA works by:

  • Surfacing key insights through an automated and structured QA process.
  • Helping track and manage feedback from QA in 1:1 coaching sessions for agents.
  • Providing more detailed customer satisfaction reporting in a single dashboard.
  • Uncovering customer experience gaps with root cause analysis.

See the MaestroQA Difference

MaestroQA seeks to truly understand the relationship between customers, customer service agents, and the company—enhancing every element of the customer relationship.

Through the CSAT dashboard provided in MaestroQA’s data platform, organizations are able to improve their agent performance, customer satisfaction, and ROI.

Want to learn more? View a product tour of our CSAT dashboard to find out more about what MaestroQA can do for you.

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