Consumers are almost always looking for interesting products, affordable prices and benefits, such as free shipping; but what should not be forgotten is the value they place on personalized experiences, especially in customer service. From a business perspective, measuring satisfaction is crucial to delivering smooth journeys and optimizing operating costs. Therefore, finding solutions that help with performance can put the company one step ahead in the market.
A multichannel dashboard could be the solution. It shows the performance of all service channels, providing transparency into the operation for management. With the visibility it provides of key indicators — such as average response time, average service time, first contact resolution rate, customer satisfaction, volume of calls or messages answered — it is possible to act in a timely manner, without having to spend resources guessing where the bottlenecks are.
This makes it more strategic to focus efforts on improvements, which can have an impact on personalization. This unique relationship with consumers can increase the chances of loyalty; after all, 73% of customers prefer to buy from brands with which they have had personalized experiences, according to research by Opinion Box.
“Today, consumers are in a hurry to resolve and simplify situations. Operations that have visibility into data and insights can make strategic changes quickly, without affecting customer relationships. This contributes to both management efficiency and customer service, which can be decisive in the purchasing journey,” explains Oswaldo Garcia, CEO of NeoAssist, a leading omnichannel service platform.
In this way, the phrase “time is money”, in addition to applying to the expectations of consumers — who want to resolve their doubts or issues quickly and for whom time is crucial — also applies to operations. The insights generated by omnichannel dashboards also serve to evaluate team performance, identify and eliminate difficulties, control deadlines and improve processes.
“Managing a customer service team involves not only focusing on the customer, but also an analytical view of the entire customer service operation. It helps to be in control if it is supported by reliable data,” says the executive.
