Overview of the most populat tools for customer service assesement
You may be feeling good about your company’s customer service; however, this doesn’t mean you’re actually doing a good job of keeping customers happy. If there is no way to measure your effectiveness, you could miss some key tasks that your customer service personnel need to perform. It is possible to measure your company’s customer service effectiveness and evaluate the areas that require extra attention. Measuring service quality is absolutely crucial, and it is different from measuring customers’ satisfaction, although the two correlate. Do not leave this important aspect of your business to guesswork.
Let’s examine some traditional techniques and metrics for measuring your customer service quality and improving business processes, regardless of your line of business.
Service Quality (SERVQUAL) is the most popular method used to measure the subjective elements of service quality. Customers are asked to rate the delivered service compared to their expectations via a survey.
The 5 elements of service quality are:
2. Mystery Shopping
This method is used for retail stores, hotels, and restaurants, but works for most other services with front offices, including banks and insurance companies. The ‘undercover customer’ assesses the services based on a number of criteria, similar to those provided by SERVQUAL.
3. Post-Service Rating
Customers are asked to rate the service right after it’s been delivered. For instance, you can use Userlike’s live chat to switch to a service rating view once it closes, enabling customers to rate the service they have received, share explanatory feedback, and close the chat.
Additionally, you can use the Help Scout, where you can rate the service from your email inbox or via phone support. A simple scale of 1–10 is sufficient for post-service rating.
4. Social Media Monitoring
Using social media to evaluate employee performance and measure service quality has been yielding positive results. Several people consider the social media a place where they can unleash their frustrations and be heard.
Facebook and Twitter come to mind as the most obvious choices, but review platforms like TripAdvisor or Yelp can also be very useful. You can also request feedback on your service quality from your social media followers. Mentionand Google Alerts are two more powerful tools to track internet mentions of your business.
5. Objective Service Metrics
Objective Service Metrics are the stats which allow to implement a quantitative analysis of your service. Although they are not sufficient to judge the quality of your service, they do play an essential role pointing to the areas that need improvement.
· Volume per channel. Tracks the amount of inquiries per channel, allowing you to decide which channels to promote or cut down.
There is, however, a whole range of metrics that the traditional methods do not — and simply cannot — measure. They include a deep linguistic analysis of the entire contents of the interaction between an employee and the client, both client’s and employee’s facial and verbal expressions, and many other parameters. It has been only recently become possible to measure them by the most current and innovative technologies of service quality measurement, which now employ neural networks, live video and audio stream and machine learning in business. A whole new era of measuring service quality is beginning, and companies need to prepare themselves, because the precision of measurements is only going to increase.
Heedbook is one of the most noticeable artificial intelligence tools for service quality management. Analyzing results of facial emotion recognition, verbal expressions, the content of the conversation with the employee and other parameters, it offers a complete range of services to measure overall customer satisfaction and control business processes on the front line.
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