Consumers are almost always looking for interesting products, affordable prices, and benefits, such as free shipping; but what should not go unnoticed is the value they place on personalized experiences, especially in customer service. From a business perspective, measuring satisfaction is crucial to deliver seamless journeys and optimize operational costs. Therefore, finding solutions that help improve performance can put the company one step ahead in the market.
A multichannel dashboard can be the solution. It shows the performance of all service channels, providing operational transparency for management. With the visibility it provides of key indicators — such as average response time, average handling time, first contact resolution rate, customer satisfaction, volume of calls or messages handled — it is possible to act punctually, without needing to spend resources guessing where the bottlenecks are.
As a result, it becomes more strategic to direct efforts towards improvements, which can impact personalization. This uniqueness in the relationship with consumers can increase the chances of loyalty; after all, 73% of customers prefer to buy from brands with which they have already had personalized experiences, according to Opinion Box research.
“Currently, consumers are in a hurry to solve and simplify situations. Operations that have data visibility and insights can make strategic changes quickly, without affecting the relationship with the customer. 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 platform in omnichannel customer service.
In this way, the phrase ‘time is money’ applies not only to consumer expectations — who seek to resolve their doubts or issues quickly and for whom time is crucial — it 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 a customer-focused approach but also an analytical view of the entire customer service operation. Being in control of it helps if there is a basis in reliable data,” comments the executive.
