The average customer today interacts online or through a combination of more channels, and even 57% of the customers complete the buying process before engaging with a company representative.
Apart from changing sales dynamics, what customer expects after signing for service is more meaningful interaction. According to Accenture, 48% of the customers already expect specialized treatment for being a good customer and 33% are ready to abandon the vendor if the personalization is lacking.
According to a survey by Aberdeen on Customer Experience that analyzed data from 164 organization, top performers regardless of the industry have some of the following characteristics;
84% retention rate (58% being the overall average of surveyed companies)
year over year improvement in customer satisfaction rate of 42.1% (median for surveyed companies has declined by -6,6%)
year over year decrease in response time customer requests for 32.3%(median for surveyed companies has increased by 6.7%)
Achieving exceptional results requires a well-designed and executed strategy. This strategy should rely on the above-average customer satisfaction rates, followed by operational excellence that is capable of combining human touch with reliable data and metrics helpful to those who steer the company.
Our Director of Support, Eric Martin, offered his view on metrics management as a significant challenge for him as he was developing and managing support team at the beginning of his career with Touch Support.
When starting my new role as a Director of Support I wanted to make an impact. I knew that creating and tracking performance metrics would enable me to improve our support offering, improve our employee morale, and ultimately result in better customer and employee satisfaction simultaneously. This needed to be more than AHT, SLA, and KPIs. How can I recognize our rockstar employees to empower them to continue to grow and continue to motivate the team to impress our customers? Can we identify red flag situations in real time so management can intervene quickly to provide the customer with the best possible solution while simultaneously providing feedback to the employee?
Can we build a system that managers can use to effectively manage their shift while giving them the ability to report metrics to the executive team without wasting hours of their day in spreadsheets? And to tie it all together, would it work with all the different helpdesk and support solutions the service industry uses, like Zendesk, Salesforce, Kayako, or Ubersmith?
Luckily, Touch Support had a team of talented developers, managers, and technical specialists who helped develop and mold ideas into the product we are proud of today, VisX. Everyone participated: from our CEO, design and project team, to HR. It was all coded and put into reality by our Director of Software Integration, Victor Teichert, who helped logic check and provide improvements every step of the way. VisX was a game changer for us, as it propelled not only the growth of our company but also allowed us to improve our customer’s companies and ultimately their end-user support experiences.
While VisX and its data help Eric in his daily work, it’s the team’s problem solving and streamlined business process optimization that bring results to our clients.
Through a carefully laid out business process optimization, you will be able to distinguish what works and what doesn’t for your business. A metric system is here to show your company’s progress.
Touch Support’s success stems from a small team that expanded to three offices in European Union and two offices in the United States who use once in-house built tool (now commercial product known as VisX) and its data to optimize business workflow and satisfaction of our clients.
Read how VisX can help you grow your business!