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Optimize Service Experience to Improve Loyalty
There is no doubt in the linkage between the quality of your service and support and customer loyalty. Studies show that poor service experience can impact customer's future buying decisions.
Satmetrix for Service Delivery enables customer care organizations to move from measuring customer satisfaction to improving Net Promoter® Scores (NPS) that drive growth. For both B=to-B and B=to-C organizations looking to reduce churn and improve operational efficiencies, we provide improved insight into the performance gaps that impact loyalty.
- Agents and team leaders receive real-time customer feedback enabling a closed-loop process to improve incident resolution.
- Managers receive real-time information to address performance gaps, assist in customer resolution and coach teams
- The organization gains a view of upstream issues that are impacting customer experience and loyalty.
Unlike other performance management solutions, our solution measures performance quality from the customer’s perspective and its impact on loyalty. This enables service and support organizations to optimize NPS by identifying where to allocate resources to reduce customer dissatisfaction and churn. This improves the customer experience at critical touch points resulting in increased loyalty and positive word of mouth.
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