May 18, 2020

How Companies are transforming data into a Customer Satisfaction tool

May 19, 2020

With the possible exception of fly-by-night entities, every organization continually seeks out ways and means to retain customers. And over the ages, this has undergone a morphing of sorts, looking at different indices and tools to keep the king, the customer happy always. Data is proving to be one of the best and most effective tools yet, among efforts to understand and enhance customer satisfaction levels. More and more companies have successfully rolled out the power and might of data to understand more about customer satisfaction and offer differentiators that helps to retain and attract more clientele.

Intuitive processes to empower customers find resolutions faster through self service
It is the age of the millennials, and one of the standout characteristics is the desire to seek and find information without assistance. Organizations have transformed the manner in which information is furnished to customers, making it as simple as possible, which in turn offers greater convenience to customers.  Gauging satisfaction levels is a complex process, involving satisfaction with the product, the ease with which information is available and the response of the service desk. Providing assistance has therefore acquired an important dimension. Customers no longer need to learn how to negotiate through the loads of information, but can quickly zero in on what they are looking for through intuitive processes.

Quicker resolutions at first point of contact across multiple channels
Customers are increasingly voicing their disapproval of the amount of time it sometimes takes for their queries or problems to be solved by the service desk. And the multiple levels through which they are routed, if a resolution is not offered at the first point of contact makes it all the more unimpressive. Companies have understood the need for swift handling of service requests. New developments have helped companies roll out services that effortlessly and seamlessly handle omni channel queries.  The agents manning customer desks are empowered with insightful information through dashboards that helps in resolving issues faster.

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Statistics and reports to understand, predict and cope with the flow of queries
Organizations have come around to the need for mining and grasping statistics. Staying informed of trends, patterns and flow of queries, helps organizations to plan service desk operations better. The power of real time analytics and reporting could not have come at a better time. With large volumes of queries, across multiple channels, it became necessary for organizations to fully and properly understand the flow of queries. This analysis of data, on a real time basis has empowered service desk operations, helping stake holders to be on top of the operations. The status of tickets, priorities, nature of queries, time taken and other performance metrics are vital stats that indicate the health of the operation and offer invaluable insights into performance.

The use of data as a customer satisfaction tool has transformed the landscape, with a double impact.  Processes, such as better self-service and quicker resolutions have not only improved satisfaction levels of the concerned customers, but has enabled higher bandwidth for the service desk operations to handle other queries better. Intuitive and predictive processes help in tagging and identifying queries in terms of priorities, helping in faster intervention.  Data has sped up service desk operations with insights and analytics, creating differentiators and leveraging technology for better efficiency.