5. GOOD CUSTOMER SERVICE
1. Fast
2. Accurate
• Low customer effort (1 touch)
• Correct information (concise, easy to read, visual)
6. GOOD CUSTOMER SERVICE
1. Fast
2. Good
3. Better than everyone else
• Especially your competitors
• Good customer service brings customer loyalty & referrals
• Customer service isn’t a business annoyance, it’s an asset
9. WHAT IS THE PURPOSE OF CUSTOMER FEEDBACK?
Data, Reporting, Graphs, KPIs......?
1. 128 @ 4.31
2. 101 @ 4.95
10. WHAT IS THE PURPOSE OF CUSTOMER FEEDBACK?
• Are Customers happy with company / product ?
Trends, common themes, customer pain points.
11. WHAT IS THE PURPOSE OF CUSTOMER FEEDBACK?
• Are Customers happy with company / product ?
• Quality of service provided by Customer Support agents ?
How are individual agents performing
12. WHAT IS THE PURPOSE OF CUSTOMER FEEDBACK?
• Are Customers happy with company / product ?
• Quality of service provided by Customer Support agents ?
• Provide performance to agents
- Zendesk Insights
- Weekly lookback email (auto GoodData report)
13.
14. WHAT IS THE PURPOSE OF CUSTOMER FEEDBACK?
• Are Customers happy with company / product ?
• Quality of service provided by Customer Support agents ?
• Provide performance to agents
• Follow up with customer required?
- Focus on critical cases
- Identify really happy customers as well
15. TICKET REOPENS: ★, OR ★★, OR ANY COMMENTS
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