Most companies’ departments are required to provide tangible results to prove their effectiveness. Here’s what that means for customer service.
Everyone is talking about tangible results in business these days, and the pressure is on department leaders to deliver. For many departments, measuring results is fairly straightforward. For instance, sales leaders can easily crunch some numbers and illustrate increased revenue to justify their initiatives. Demonstrating results in the customer service world, however, can seem a bit more mysterious.
Even so, customer service teams are under pressure to deliver tangible results just as other departments are expected to do. Here are four ways to measure and illustrate your customer service team’s results.
Reduce the Number of Complaints
Because the main focus of customer service is resolving customer inquiries, reducing complaints is one way to demonstrate results. By measuring the proportion of complaints within set durations of time, customer service leaders can tangibly illustrate the efficacy of their teams’ efforts.
Increase Customer Service Ratings
When a customer service team is doing a good job, it should result in more happy customers. Conducting regular customer feedback surveys and encouraging customers to write online reviews can help you demonstrate those results. Tracking customer satisfaction levels over time helps customer service leaders measure the impact of service initiatives and make continuous adjustments to achieve even better results.
Boost Loyalty Program Engagement
Getting more customers enrolled and actively participating in your customer loyalty program can be a marker of customer retention—a key goal of customer service departments. Some models predict that for every 1% improvement in retention, a company will enjoy a 5% profit improvement per customer. This correlation illustrates the need for customer service departments to prioritize loyalty programs to improve overall customer retention.
Offer a Better CX Through User Experience (UX)
Today’s customers want a sleek, modern experience through all their touch points. If your app, website, and other online channels are clunky and difficult to use, the customer experience (CX) will suffer. Investing in technology improvements to support a better CX can help customer service teams respond to inquiries faster, solve more problems, and leave customers more satisfied.
Armed with this information, customer service department heads can measure their teams’ efforts and demonstrate the tangible results executive teams have come to demand. By focusing on the CX and identifying key performance indicators (KPIs) to track, customer service teams can prove their value to the organization and gain support for more initiatives to further improve satisfaction, increase loyalty, and retain customers longer.