How can you measure and improve the quality of customer support interactions using operations software?

La idea de un software de operaciones va alineado al control orquestado dentro de la organización, ayuda a tener la mayoría de recursos dentro de una sola vista teniendo la misma funcionalidad de su software base, es como un plus a lo omnicanal que ayuda a tener toda la información del cliente en una sola plataforma, indistintamente los canales que contemos de atención (llamadas, mail, WhatsApp, chat, etc.). De esta forma se optimizarían tiempos dentro de los procesos y flujos existentes, así como agilidad al disponer toda la información centralizada.

En estos tiempo, llega a ser importante cuando sabemos que el NPS es el KPI que viene controlando este universo. El software de operaciones si bien podría ser un gran gasto al implementarlo, el beneficio se vería en el incremento de la servucción (personal, áreas de soporte y el cliente).

Operational software additionally aids in identifying areas where the customer support team can enhance their JKQ (Job Knowledge Quotient) and pinpoint where further training and development are necessary.

To ensure a customer service software deployment is the right decision, pinpoint the specific issue it aims to solve. Evaluate if a tangible problem exists in your business that deploying the software would significantly benefit. Ask: Will it enhance efficiency, improve customer satisfaction, or streamline processes? The key is aligning the tool's benefits with real business needs, ensuring a superior outcome for both your company and clients. It's about addressing genuine challenges, not just adopting technology for the sake of it.

Teams, organizations and companies need to stay focused on how well and in what ways they’re executing on goals and objectives- the exact reason Key Performance Indicators (KPIs) exist. They’re the data points -metrics- used to measure these things. But think in terms of Northstar KPIs, the one or two specific metrics listed here that you rally around, that really show you above all others if you’re going the right direction at the needed velocity? With so much data available, it can be easy to get bogged down in metrics that aren't truly indicative of success. Northstars provide a clear picture of what is most important and help prioritize efforts.

Resulta útil controlar también el tiempo que dura la interacción con el cliente, así como el tiempo que estuvo esperando el cliente antes de ser atendido.

Measure customer support quality effectively by aligning operations software with key business goals. During the software assessment, define specific KPIs the software should address, such as response time, ticket resolution, and customer satisfaction. In the deployment phase, track these metrics closely. Successful software enhances efficiency, reduces resolution times, and boosts customer satisfaction. Regularly reassess KPIs to ensure ongoing effectiveness. The key is integrating the software seamlessly into your operations, creating a measurable impact on customer support quality.

Desde mi punto de vista lo más útil sería lo siguiente: 1. Levantar información e identificar los motivos principales que ocasionan una mala calidad (volumetria, tiempo de duración, velocidad de respuesta, etc.). 2. Realizar talleres o focus group con el personal que brinda la atención al cliente y poder obtener las causas principales que estén generando esta mala calidad desde su punto de vista (procesos, información, sistemas, etc.). 3. Realizar un focus group o mediante entrevistas identificar las causas por el lado del cliente. 4. Finalmente, hacer un match entre los puntos encontrados y mejorar las causas que tuvieron mayor relevancia.

With customer support software that displays the KPIs, businesses can learn what their strengths and weaknesses are on their customer support team. It's important that all call center agents have access to this software, so that they can actively measure their metrics on a case-by-case basis. Coaches should use the software to bring up common issues that their agents are struggling with during team meetings. A Quality Assurance team should utilize the software to email agents feedback on how they can improve their performance, and all facts in these emails should reference knowledge base articles for the agents to review. Special templates and presentations should be created and shared to address issues revealed using operations software.

Leveraging operations software strategically enhances customer support quality by optimizing issue resolution, efficient time allocation, and comprehensive client interaction documentation. Additionally, it identifies recurring issues for proactive resolution, while offering coaching opportunities for continuous team improvement. This software acts as a powerful tool, transforming customer support complexities into a structured and efficient process.

La herramienta debe cumplir al menos con el 80% de tus necesidades actuales, el presupuesto también es un factor importante y debe ir alineado con los objetivos a corto y largo plazo.

Frequently, a restricted budget constrains the availability of operational software features, even if the software is well-suited for your company. However, it is crucial to strategize for an upgrade to a software plan that aligns with your organizational needs, necessitating a higher budget allocation.

Choosing the right customer support operations software is a strategic process. Start by assessing specific needs and desired features. Create a scoring matrix, evaluating must-have and wish-list features, deployment costs, ongoing expenses, and support ease. Seek feedback from industry peers who've implemented the software. With one shot to get it right, vigilance during the initial deployment phase is crucial. Swiftly address red flags and, if necessary, don't hesitate to part ways with a vendor. It's about making the right choice for seamless, effective customer support.