Improving CSAT while increasing productivity of your customer service organization

Why does improving CSAT seem to be a challenge when you try to reduce the cost of customer service?

There are three problems that cause loss of productivity in any call center organization:

  • Search Problem – Customer Service Agents often have difficulty finding the right article & may find tens of articles that match the keywords they are searching for. While more experienced Agents have easier time locating the right article – high attrition and changing product & support knowledge cause this to be a continuous problem.
  • Traversal Problem – Going through an article while helping a customer on the phone is another problem faced by Agents. They have to translate the linearly written article into an interaction with the customer – providing incremental guidance at each step, ask a follow-on question & hop around to a different section of the article depending upon the the user’s answer to their question. This traversal problem also leads to some 10% of calls getting escalated from L1 to L2 support – even though the information was right there in the article for the Agent to address the issue.
  • Documentation Problem – Agents spend a few minutes at the end of each call to summarize what they did to address the customer issue. This documentation is subjective, inconsistent & appears as a blob of text from which the organization cannot derive any insights.

To learn how decision tree driven interactive guides can help you overcome all three problems above resulting in improved CSAT while reducing costs of customer service, please visit http://www.yonyx.com

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Interactive Decision Tree