Understand how you deliver the service that will keep customers and upselling. Take proactive actions to turn bad experiences into great experiences. Use customer feedback with P-GAP and other customer engagement analytics to understand how to empower your employees and:
Check resolution ✔
Increase satisfaction ✔
Keep customers ✔
Set up your live omnichannel radar on customer engagement in your contact center to collect feedback across voice, e-mail, chat, or tickets. Check if problems were resolved or take action. Help agents understand customers better and managers on how to coach and train employees.
Send a survey after completed returns, to understand if, why, or how you need to improve your return offering and processes. Take proactive actions to prevent bad publicity and increase chances for a customer or order winback.
No matter if your repair is outsourced or internal, you should understand if customers are satisfied. Take proactive actions on bad repairs and bad experiences. Handle your external repair providers based on customer feedback facts.
Get feedback by SMS or e-mail after field service. Make sure service is completed or take corrective actions. Educate and train field service personnel based on real and maybe even individual feedback. Handle your external service providers based on customer feedback.
Check if your customers find your self-service easy to use or if they got their problem solved. Pop-up or embed surveys in your self-service portal or with links or QR codes in your self-service content, to check quality or if you need to take action.
The dashboards nps.today have developed are really insightful, and they give the agents the huge advantage that in the actual contact with a customer they can act proactively based on it. individual customer satisfaction.