To understand how to manage consumer satisfaction, it is essential to know what it means today and age. Today consumer satisfaction is a very non-quantitative term and quite difficult to measure and even more difficult to quantify.
Hence the only way that a consumer can be kept satisfied is through genuine measures, which are tried and tested to some extent and needs to implement at the earliest if you haven’t already in your organization.
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What are some of the tools that you require to increase and enhance consumer satisfaction?
First and foremost, you need a team of qualified people to increase and enhance your consumer experience. They need to be proficient in the language they need to interact in, and this factor is almost irreplaceable. For example, if you are setting up a help desk to work on consumer satisfaction in Brazil and your team is not adept at the spoken language in that country, the purpose of setting up the help desk is lost.
Secondly, you need to be trained personnel to handle customer grievances and correctly address them. You also need a manager who knows the help desk’s ins and outs and can manage the people onboard efficiently.
What are some of the help desk metrics that you should be working on and implement ASAP.
Work on reports as they make the goal more attainable
Each help desk should be able to churn out reports that are crystal clear about various activities, challenges, and victories over the course of the month. These reports will serve as a reminder about how a complex problem was solved or handled and pave the way towards a responsible work attitude. Reports can be exciting. The idea is to document every little challenge and triumph so that the work that was done is always highlighted and replicated if necessary and the situation permits.
Reports also give the manager a fair idea about what is going on at every employee’s desk and how well or how inefficiently the employee is handling a particular situation. It will also clearly indicate whether or not the person needs training towards better work performance. Hence reports can go a long way in improving the level of customer satisfaction at the help desk.
Focus on the conversation per agent
When you are about to take into the conversation per agent ratio to measure consumer satisfaction, you need to be aware that each case or challenge requires a varying amount of time to solve. Complex tickets or problems need more time to resolve and understand, and simple tickets need less time to resolve and understand. Hence measuring all this on the same scale can be a little unfair and impractical.
It would be best if you saw on average how much time a person takes to work on a particular ticket, and that can give you a fair idea about the person’s efficiency. Moreover, it should also be noted that less time taken does not really mean the job well done. It can also mean that the help desk personnel is not doing his or her job very well. It’s pretty relative, as you can understand, and the only way to come to some amount of conclusion is to take an average amount rather than look for exceptions. There can be good days and bad days too, and that too should be taken into account.
Feedback calls to find out whether the customer found his answer
The best way to understand whether or not the consumer found the solution to his problem is through feedback calls, which are placed right after the consumer calls. You will know whether or not the consumer is delighted and what can be done to improve the quality of the help given to the consumer at the help desk. A consumer who is not satisfied will rate the call poorly, and that is where you can hear the call which has already been recorded and find a solution to the problem.
On the contrary, if the call has gone very well and the consumer is delighted, he will rate the call highly, and that too needs to be dissected to replicate and set forth an example. Hence, these feedback calls are critical and should be a part of each help desk to improve quality and help the consumers find the solutions. Many customers like giving positive and constructive feedback and this can be used to improve customer satisfaction through the help desk team to a great extent.
Since there are no definitive numbers to show customer satisfaction, many enterprises do not take it very seriously. Still, the truth is that many metrics that are in use nowadays can be very conclusive in determining how satisfied your consumer is with your product and service. These figures need to be taken into serious consideration to propel growth.
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