Quality customer service is more important than ever today. Customers, on the other hand, will do much more than stay if you treat them well. Customers who feel valued are willing to spend more for the opportunity to do business with you.
What exactly is experienced data?
Customers’ beliefs, emotions, and thoughts are represented by experience data (X-data). It can be gathered through surveys, website forms, frontline employees, and a variety of other channels.
How to Use Experience Data to Improve Customer Service
1. Monitor key metrics and compare them to competitors.
Measuring meaningful improvement is always the first step. Historically, customer service teams relied on metrics such as average hold time and issue resolution rates. However, those metrics only tell you how your customer service team is performing. Experience data will provide you with new, customer-focused metrics to base your goals on, such as:
- Net Promoter Score (NPS).
- Customer satisfaction (CSAT).
- Customer effort score (CES).
2. Resolve issues before they have an impact on the bottom line.
If your company closely monitors the mood of its customers, it will be able to anticipate problems before they become out of control. X-data allows you to detect a problem as soon as it is raised by a single customer, eliminating the need to wait for it to affect your entire business before making a change.
3. Refine internal processes and training
With more customer feedback, you can better understand the support paths they prefer. However, in another organization, you may discover that providing self-help options on the company website increases customer satisfaction.
Today, pay attention and take action.
To learn more about our services, contact Cegura Technologies today!
