Consumers are almost always looking for interesting products, affordable prices, and benefits like free shipping; but what should not leave their sight 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 operational costs. Therefore, finding solutions that help improve performance can put a company one step ahead in the market.
A multichannel dashboard could be the solution. It shows the performance of all customer service channels, providing transparency of operations for management. With the visibility it offers of key metrics—such as average response time, average handling time, first-contact resolution rate, customer satisfaction, volume of calls or messages handled—it’s possible to act precisely without needing to spend resources guessing where the bottlenecks are.
This makes it more strategic to focus efforts on improvements, which can impact personalization. This uniqueness in consumer relationships can increase the chances of loyalty; after all, 73% of customers prefer to buy from brands where they’ve had personalized experiences, according to an Opinion Box survey.
“Today, consumers are in a hurry to resolve and simplify situations. Operations with visibility into data and insights can make strategic changes quickly without affecting customer relationships. This contributes both to management efficiency and customer service, which can be decisive in the buying journey,” explains Oswaldo Garcia, CEO of NeoAssist, a leading omnichannel customer service platform.
Thus, the phrase ‘time is money’ applies not only to consumer expectations—who want to resolve their questions or issues quickly and for whom time is crucial—but also 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 perspective but also an analytical view of the entire service operation. Being in control of it helps if it’s backed by reliable data,” comments the executive.
