Consumers are almost always looking for interesting products, affordable prices and benefits, how to get free shipping; but what should not leave the field of vision 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. That's why, finding solutions that help with performance can put the company a step ahead in the market
A multichannel dashboard can be the solution. It shows the performance of all service channels, providing transparency of the operation for management. With the visibility it provides of the key indicators — as average response time, average service time, first contact resolution rate, customer satisfaction, volume of calls or messages answered —, it is possible to act in a timely manner, without needing to spend resources to guess where the bottlenecks are.
With that, it is more strategic to redirect efforts towards improvements, that can impact personalization. This uniqueness of the relationship with consumers can increase the chances of loyalty; after all, 73% of customers prefer to buy from brands they have had personalized experiences with, according to a survey by Opinion Box
"Currently, the consumer is in a hurry to resolve and simplify situations. Operations that have data visibility and insights can make strategic changes quickly, without affecting the relationship with the client. This contributes both to the efficiency of management and to service delivery, what can be decisive in the buying journey, explain Oswaldo Garcia, CEO of NeoAssist, reference platform in omnichannel service
In this way, the phrase "time is money", in addition to applying to consumer expectations — who want to resolve their doubts or issues quickly and for whom time is crucial —, it also applies in the operation. The insights generated by omnichannel dashboards still serve to evaluate the team's performance, identify and eliminate difficulties, control deadlines and improve processes
Managing a customer service team involves not only a focus on the customer, but also an analytical view of the entire service operation. "Being in control of it helps if there is a basis in reliable data", comment on the executive
