Time is money and customers agree: how companies can use data to streamline customer service

Consumers are almost always looking for interesting products, affordable prices and benefits, such as free shipping; but what should not leave the field of vision is the value they give to personalized experiences, especially in service. From a business point of view, measuring satisfaction is crucial to deliver fluid journeys and optimize operating costs. Therefore, finding solutions that help in 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 that it provides of key indicators such as average response time, average service time, resolution rate at first contact, customer satisfaction, volume of calls or messages answered , it is possible to act punctually, without having to spend resources to guess where the bottlenecks are. 

With this, it is more strategic to return efforts for improvements, which can have an impact on personalization. This uniqueness of the relationship with consumers can increase the chances of loyalty; after all, 73% of customers prefer to buy with brands in which they have already had personalized experiences, according to a survey by Opinion Box.

“Currently, the consumer is in a hurry to solve and simplify situations. Operations that have data visibility and insights can make strategic changes quickly, without affecting the customer relationship.This contributes to both management efficiency and service, which can be decisive in the purchase journey”, explains Oswaldo Garcia, CEO of NeoAssist, a reference platform in omnichannel service.

Thus, the phrase “tempo is money”, in addition to applying to consumer expectations IO who want to solve their doubts or issues with agility and for which time is crucial IO, also applies in the operation. The insights generated by omnichannel dashboards still serve to evaluate team performance, identify and eliminate difficulties, control deadlines and improve processes.

“Managing a service team involves not only a customer-focused look, but also an analytical view of the entire service operation. Being in control of it helps if there is a basis in reliable data”, comments the executive.