The success of your customer service team depends on customer service reporting and other important metrics which help get direct feedback and successfully manage your team. Today reporting became integral part of any business. We require reports not only in customer service field but also in other areas of business workflow. Detailed statistics data allows us get a direct feedback right away without collecting information from consumers and analyzing questionnaires.
In this blog post I would like to tell about 5 reasons why your customer service team needs reporting and how to use available data to improve employees’ performance and customer service quality.
Properly manage load during your business hours
It is important to know your busiest customer service hours and empower your team with agents to make these hours run smooth both for customers and employees. In fact, your customers do not care that your team is understaffed. Moreover, they will think your business has problems and will prefer not to deal with you. On the other side, if they get memorable experience, they will share a positive feedback and will recommend your company.
Define your main audience
The best source to find out who your customers are is your customer service reporting. You may collect data from different tools and with help of those data puzzles you will build the whole portrait of your customer and get answers to the following questions:
- Who are my customers?
- Where did they come from?
- Why they chose my company?
- How can we help them?
- What can we do to encourage repeat purchases?
Find out what kind of communication channels your customers prefer
To provide excellent customer service you need to know what kind of communication channels your customers prefer. This way you will be able to properly distribute your human resources to assist your customer through the channels they choose to contact you.
Today more and more popularity gains omni-channel customer service. However, before you start implementing this concept, you should know exactly about your customers’ preferences. In this situation customer service reporting will provide the right data on how many customers reach you on phone, through live chat, email or social media.
Eliminate lazy-bones and reward most productive team members
While one customer service agents show high results and close both simple and complicated customer service queries during their shifts, others prefer handling only simple cases and are not eager to improve their results. Customer service reporting will reveal such lazy-bones and will show you the top performers. For example, live chat statistics allows you to get detailed information about live chats number, average chat acceptance time, missed chats, etc. The same data can be collected for other communication channels as well. By taking this into account, you will be able to reward your most productive employees and provide additional training to those ones who can hardly cope with the load.
Improve your website
Besides statistics on communication with customers, you can see which website pages your customers contact you most frequently from. This way you can find out what was not clear and how you can improve your website design to become more intuitive and user friendly.
These reasons are not the only ones which show the importance of customer service reporting. Today superior customer service helps stay one step ahead of competition, win customer loyalty and increase sales.
“You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.”
Like one of the greatest customer service leaders says, it is important to know who your customers are, what they feel and how you can do your best to help them. None of this can be achieved without detailed customer service reporting.