Nowadays it is necessary to constantly monitor business performance, especially in the three divisions that communicate with end customers: sales, marketing and support. Today we are going to talk about customer support KPIs and how to improve them with automated solutions.
Customer Satisfaction Score (CSAT) is a score that shows how a customer is satisfied with the product the company supplies and interaction with the customers. Net Promoter Score (NPS) as a market research metric measures the loyalty of the customers. There are plenty of KPIs to measure customer experience to identify problems and shortcomings in customer service. And it makes businesses not let the scores decrease, but moreover to improve them. Here are some reasons to show by collected statistics.
Why KPIs are still important?
reports that 75% of customers are willing to spend more to buy from companies that give them a good customer experience. And after one bad experience, 50% of customers will turn on to competitors, and 80% – after more than one. Microsoft
reveals that 96% of consumers consider customer service as an important factor in their choice of loyalty to a brand. Gladly
research shows that 68% of consumers are willing to purchase more from the companies offering good customer service.
Trends & Solutions to improve customer support
Martin Taylor in the article “The Future of Customer Experience: Spoken, Written and Visual”
talks about trends in customer support, and believes that “voice, visual and written channels need to be properly combined to deliver the seamless customer experience expected in 2022”. We highlighted the key trends and ways to follow them with the help of automation.
Trend №1: It’s all about social media
In 2022 social media platforms continue to play important role in communication. Nowadays we see consumers across various generations expect to resolve their problems through messengers and social networks, where they spend a considerable part of the time. Instagram, Whatsapp, Wechat, and other communication platforms, where brands must be presented as support.
Integrations with Messengers and Social Networks
The team of Salesforce developers can configure integration with social media channels to respond to direct messages in Salesforce.
Trend №2: Photos & Videos
There is no time to handle calls and wait for the specialist to help with your problem. And even patience to be sure. Consumers instantly can get to the heart of their problem using photos and videos.
“Seventy-six per cent of consumers are more likely to recommend a brand because it provides simpler experiences and communications. … Unsurprisingly, video call use has increased in call centers—driven by both the availability of video technology and demand from consumers now well versed in video usage”.
: A special portal – Experience Cloud
Experience Cloud plays a role of a special portal to provide effective communication connecting customers with employees, partners, and each other. Customers can use portals as help centers, forums, self-service solutions known as knowledge bases and more.
Trend №3: We still want to hear the Voice
For more complex cases voice is still preferred as a customer support solution. But even voice tools already have been automated. Now we can manage them through CRM.
: CTI Technology by Service Cloud
Computer Telephone System (CTI) is the cloud-based telephone system in Salesforce. A Salesforce CTI integration can sync up the CRM with your business phone system and let customer support specialists make phone calls from inside Salesforce.
There are various metrics and key performance indicators that can give an idea of the level of customer service. It is not necessary to use all of them. But those that raise doubts about efficiency can and should be improved with the help of modern automation capabilities. If you have questions about how to configure them – the Routine Automation team
is here to deliver the best of Salesforce solutions for your customer support services enhancement.
Follow the link
to find out how our team implemented customer support service solutions to help healthcare technology company to boost customer experience in a fast and cost-effective way.