How can we evaluate our online customer support?
As a fairly new developed mobile app, we still get a lot of questions and feedback directed towards customer support. Part of our branding strategy is we want ensure our users we care about them and value their loyalty by answering their questions in a timely manner and addressing their issues. What other ways can we evaluate if we are effectively impacting our product and brand by delivering exceptional online customer support?
Bryan - with customer support, the best way to find out is ask. There are several sites such as GetSayDo and G2Crowd, or you could do a survey using Net Promoter Score, to ask if your customers have seen an improvement in product over the past x months.
Customers satisfaction surveys would help a lot whether online or phone call based surveys, i think phone based if allowed in your budget is superior to online surveys as it promotes satisfaction as well as assessing it with more personalized touch.
Simple answer: Have a trouble ticketing system with case numbers and notifications to client and client feedback.
Details: there are multiple approaches to this, but with the elements mentioned above: we can track results to the case. With database analysis: we can see which cases have exceptional handling and which are less likely to result in favorable results.
First, put your most caring person, regardless of other title, on the job. Customers care more about a proper response than time, usually bit to increase timeliness put the next few compassionate persons on the job as well. It is a priority. As an app you should be able to measure use fluctuations, you want them addicted. Increasing use numbers or total value of time. Many companies now have an open "wiki like" faq, this allows customer engagement to answer a concern another may have or create a need one, so then your car (s) stay there all day.
If you need to evaluate for compassion and do not know how let me know.
Getting a Rating post the resolution is one way to evaluate your Online Customer Support...Also analytics such as Average time taken to resolve within 4 hours/8hours/24 hours etc will help you set milestones to better your response rates.. Also metrics such as repeat complaints will give you some insights
You can always try a survey asking questions with a $2.00 bill tucked inside for their time...
All these answers are great. One addition is to be more explicit with your promise to answer their questions in a timely manner. 1) Make the commitment to answer their questions within XX hours. 2) Make the commitment to answer their questions to their satisfaction. Timely - is vague - and therefore, you can not really measure your success in accomplishing.
Answering their question to their satisfaction may mean you need to refer them to someone else that can better help them. Your goal is to satisfy them - and sometimes that means passing them to someone else.
A lot of good answers have been provided.
First of all I would be very careful in establishing what is the desired level of service. You need to know what are the successfull outcomes, you need S.M.A.R.T. targets. Once you establish that, you can start defining what is to be measured and why it is being measured. A lot of organizations jump straight to the gathering of data, without defining the desired outcome or analyzing what data is needed for analysis. They end up with a lot of data, which takes a lot of effort to process and in the end you don't have a clear picture.
You will need a combination of hard metrics(objective) and soft metrics (subjective - customer surveys), examples have already been provided.
A useful model for Continual Service Improvement could be CSI Model:
1. What is the vision?
2. Where are we now - this is the step you seem concerned about
3. Where do we want to be? - measurable targets
4. How do get there?
5. Did we get there?
6. How do we keep it going -> back to step 1.
pop surveys are a seldom tried tool. But now we have like and unlike, why not gather some broad and shallow or context-sensitive polling data?
For one month observation, hire a professional and learn their techniques,...