5 Tips To Improve your Customer Satisfaction Ratings — CSAT
In working with top Customer Success Managers from
Skyscanner, Vorwerk, MOO, HappySocks, Swiftkey, Made.com
I’ve collected some very interesting straight to the point questions that you can ask yourself for achieving great Customer Satisfaction and I’m going to share them with you.
Here’s 5 questions you can ask to see where you are:
What is your first reply time?
Are your incoming requests well categorized?
Is your Knowledge Base up to date?
Do your clients know what’s going on in the background?
Are your agents happy?
Let’s go over each question in a bit more detail so you can get more context on what you’d need to look after on a bird’s eye view perspective.
First response time
What is your first reply time? Clients don’t like to wait, nobody does for that matter, they need to feel they are engaged. By a human, not an automated answer, so if your first reply time is higher than 3–4h then you might want to look into reducing that number down to keep your clients happier.
Requests categorization
Are your incoming requests well categorized? Maybe your agents are taking too long in mitigating the support issues amongst themselves before someone jumps in and actually answers the request. If you have a well defined categorization for your incoming requests, chances are you are routing your requests to the appropriate people to deal with them, thus reducing agent response times.
KnowledgeBase
Is your Knowledge base up to date? 90% of incoming requests are all the same, so if your knowledge base covers the answers to these 90% incoming requests, your clients can just self help themselves and thus reducing agent time, thus reducing incoming requests, thus saving you money.
Client engagement
Do your clients know what’s going on in the background? Even though you are probably doing a great job at trying to solve your clients issues, you could see a few days go by. Internal processes take time and that’s normal. What you may want to consider doing is keeping the clients in the loop with what’s going on. Sometimes, just paying a bit more attention to your clients goes a long way and keeps them happy.
Agent engagement:
This is my favorite. Are your agents happy? I’m not telling you anything new, but If people have a good environment to work in, they produce better results. Run a survey every now and then amongst your team and ask how you can improve their environment. This is very general, I know, but this is the magic that glues everything together.
This is just the tip of the iceberg. I will drill down into each of the above points in greater detail so your Customer Satisfaction Ratings will go through the roof. My mission is to make people happy, your clients are people and I am happy to share what I’ve learned in 6 years of working as a Customer Experience Enabler and now Expert.
Video is right here:
Wanna chat with me? I don’t bite, darlings, so say hi@dominiccx.com
Until next time 🤜🤛