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Customer Satisfaction (CSAT) Management
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Customer Satisfaction (CSAT)
management is a key determining factor in the success and/or profitability of an enterprise or organization. While qualitative in nature, it's a recognized way to evaluate whether expectations for a given interaction were met. Customer satisfaction leads to customer loyalty and retention, which leads to success. . The numbers tell the story. 85% of dissatisfied customers will return and buy again if their issues are dealt with promptly. When customers do not return, 65% are dissatisfied with customer service. .In both cases,
Customer Satisfaction Management is a powerful business tool.
Meeting and exceeding metrics and service level goals is the objective of every contact center manager. The NexxPhase Customer Interaction Manager gives you the reporting tools and dashboards to see exactly how well you're meeting KPI's. More importantly, we give you the tools to change areas that would impact customer satisfaction in real time.
Our tools and technology has proven to contribute to customer loyalty, retention, success and profitability. Another metric that contributes to customer satisfaction is First Call Resolution.
Like all business processes, in order to manage customer satisfaction you need timely, accurate, actionable information that will support quality improvements and customer loyalty.
The Customer Interaction Manager delivers automatically generated post-interaction customer satisfaction surveys. Phone interaction surveys are delivered by an IVR interaction following a completed call. Surveys following Chat interactions are delivered by an automated Chat script. Email and web interactions are followed up with email survey. Responses are scored and correlated with call recordings or records of chat, email, or web interactions supporting better decisions, analytics, reporting, operations quality processes and ultimately improved
customer satisfaction. |
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