One of the foundations that allow your business to grow is making the consistent delivery of quality customer service a top priority. When customers continuously have a positive experience with a company they will be more likely to be loyal to them.
Customer Loyalty Creates Customer Advocates
Customer loyalty comes with many benefits. A study by Oracle found that 74% of senior executives believe that quality customer experience impacts the willingness of a customer to be an advocate. Not only do these customers love your company, but they will also be advocating, for your brand, everywhere they go.
Apple is a great example of a company with customer advocacy. Yes, their company is known for creative advertisements that make their way into pop culture. However, customers are more than willing to advocate on their behalf. This is because Apple is not only a brand but a company that actively protects their customers and their privacy.
So how can the quality of customer service properly be evaluated?
Evaluating Customer Service
Should a supervisor randomly monitor members from the customer service team? They may join in the middle of the call. Since only part of the call is heard, a supervisor wouldn’t likely be able to give a proper evaluation. Recording every call to assure quality customer service could help. Manually analyzing voice recording would take up a lot of time. Not to mention, by the time an issue is brought up for review, a substantial amount of time could have passed.
Fortunately, there is a way that voice recordings can be analyzed that saves time and money. That’s why we’ve partnered with VoiceBase. They understand that companies could focus energy, and efforts to capitalize on an opportunity. VoiceBase Predictive Insights can evaluate customer service calls automatically.
Utilizing an advanced form of data mining, VoiceBase Predictive Insights learns how to identify patterns in voice recordings. Analyzing these patterns can help to service the customer quickly and efficiently. For example, if a customer is about to cancel their account, they can be transferred to a specialist that is best able to serve them. Hopefully, they will be able to convince them not to leave.
VoiceBase Predictive Insights also makes sure that your customer service agents stay on point. The program seeks out keywords to assure that they get utilized by customer service agents. For example should an agent fail to adhere to their script, or mention special promotions, their call would be flagged. A supervisor can then review the flagged call and make sure the agent can improve.
Improving the quality of customer service will lead to loyal and happy customers. Should a company go above and beyond, customers would be more than glad to advocate on their behalf. This would likely increase the trust and dependability that a company would be able to have with their customer base.