We often emphasize the importance of providing exceptional customer service in general. However, we emphasize the importance of quantifying the success of your efforts.
Measuring ROI in customer service consists of three major steps:
Let’s get started.
1. Determining Key Metrics and ROI Elements
Money spent (or money that could be spent) on customer service is fairly easy to calculate because it is largely the same as it is in any other department—costs of staff, tools/equipment required, training, and so on.
These are all direct results of other, smaller customer service metrics that show improvement:
Net Promoter Score (NPS)
Customer Contentment
Customer lifetime value cost per contact
Rates of retention
2. Establish Your ROI Hypotheses
Once you’ve determined which customer service metrics your team can influence and how this contributes to the company’s success, you can begin running small, measurable experiments with individual ROI figures.
3. Experiment, Learn, and Improve
After you’ve developed your hypotheses, you can begin testing them and reporting on the results. By accumulating small, demonstrable wins like this, you can build the trust necessary to request longer-term investments in your customer service department—and, as a result, a much better customer experience.
Demonstrate the Value of Customer Service
The value of investing in your customer service experience will benefit both you and your clients in the long run if you put in enough effort and planning. To know more about our services. contact Cegura Technologies.
