Time is money and customers agree: how companies can use data to speed up service

Consumers are almost always looking for interesting products, affordable prices, and benefits like free shipping; but what shouldn't be overlooked is the value they place on personalized experiences, especially in customer service. From a business perspective, measuring satisfaction is crucial to delivering seamless customer journeys and optimizing operational costs. Therefore, finding solutions that improve performance can put your company one step ahead in the market.

A multichannel dashboard could be the solution. It displays the performance of all service channels, providing operational transparency for management. With the visibility it provides into key indicators—such as average response time, average service time, first-contact resolution rate, customer satisfaction, and the volume of calls or messages answered—it's possible to take timely action, without having to spend resources figuring out bottlenecks. 

This makes it more strategic to focus efforts on improvements, which can lead to personalization. This unique 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 research by Opinion Box.

"Today, consumers are in a rush to resolve and simplify situations. Operations with data visibility and insights can make strategic changes quickly, without impacting customer relationships. This contributes to both management efficiency and service, which can be decisive in the purchasing journey," explains Oswaldo Garcia, CEO of NeoAssist, a leading omnichannel service platform.

Thus, the phrase "time is money" applies not only to the expectations of consumers—who want their questions or concerns resolved 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 challenges, control deadlines, and improve processes.

"Managing a customer service team involves not only focusing on the customer, but also an analytical view of the entire service operation. It helps to be in control if it's supported by reliable data," comments the executive.