Companies have figured out how essential is high-quality customer service for business growth. Providing a powerful customer experience by efficiently handling communications enables new revenues and encourages longstanding relationships.

 

The way your agents interact with your customers and how they deal with their needs is a crucial element for the customer journey: nobody would like to continue purchasing from a company that provides bad support. 

A low-level service drives people to keep away from new interactions, indeed, but how can we avoid this problem? And how can customer service performance be improved to get happier customers?

 

The answer seems simple but this topic hides several aspects to be considered such as:

 

Both quantitative and qualitative data are useful to remove inefficiencies and turn service weaknesses into opportunities. Data is key to increasing the performance of customer service: planning data-driven strategic actions can drive meaningful changes.

 

What to bet on to get suggestions for improving your customer service: UC data analysis or collecting information through customer surveys?

Let’s go through these options to figure out which best suits your business needs.

 

UC DATA ANALYSIS

The information drawn from UC data analysis is more powerful than the surveys ones because these are impartial and immediate. Specific advanced software allows you quickly collect near real-time communications data and easily analyze them to create valuable insights to pin down common customer issues and be aware of how your service is performing. 

Analyzing this data allows you to:

  • understand your service weaknesses and know how to fix them – You can easily identify the main metrics, for example, how many calls are prematurely abandoned, the average handle time, and the average hold time in the queue, and exploit them to improve your queue management and call routing system; 
  • data can also point to important strategic actions, such as agents’ extra training, which are required to get a positive boost to your customer satisfaction;
  • get a clearer understanding of buying process, and customer journey – Being aware of this scenario helps your agents to predict people’s behavior and requests, and consequentially become more proactive during the interactions.

 

SURVEYS ANALYSIS

Turning customers’ feedback into actions to enhance conversations is an effective process: understanding what people think about your service helps to ensure a high-quality level but collecting these suggestions through surveys isn’t always as easy as it appears.

It could be a tricky challenge with some limits to keep in mind:

  • considering who to interview and when; 
  • choosing the right survey model (e.g. through live calls, email, forms) with appropriate questions and answer choices;
  • being aware that not all are keen to share their thoughts and experiences by filling out surveys;
  • understanding how to analyze survey results and turn them into worthy data in an appropriate time interval;

 

That’s why many companies prefer to first look over conversations data with professional analysis tools, even if this means not having the direct thought of the consumer as with the survey open questions. 

 

Companies have already increased their budget to improve more in customer service through data analysis and they are already seeing the benefits, are you ready to do the same?

 Drive the change by adopting a professional analysis solution, click here to know how Mida contact center analysis solution can help you.