There is an old adage — ‘Customer is the King’, and it can’t be truer at any other time than now when the pandemic has hit global economies. According to a Deloitte research on COVID-19 and customer experience that was conducted last year, customer loyalty is driven by trust and confidence in a brand and the pandemic has put these two parameters under great stress. This is where ‘Customer Satisfaction Scores’ are a key to assessing your brand’s market standing and the likelihood of customer retention as well as acquiring new customers. Modern marketers use CSAT to find out in detail about customers’ satisfaction level at crucial points of the customer’s journey such as the purchase, onboarding, support ticket experience and a telephonic or chat conversation with the customer service representative of the brand.
The company should be well-versed with CSAT strategies and it should try to explore customer satisfaction parameters as deeply and accurately as possible. This helps in creating customized marketing campaigns, develop product ideas and improve processes in a manner that further delights their audience. The most standardized way of evaluating a CSAT score is to ask the customers at the end of each transaction or interaction, questions with answer options such as:
Were you satisfied with our service?
Kindly rate your experience with our customer care representative from 1–5 on:
- Level of knowledge
- Understanding of the issue
- Professionalism
- Responsiveness
- Effective communication
- Timely resolution
- Effectiveness of the resolution
Cab companies such as Uber and Ola ask their commuters to rate their drivers and vehicle on parameters such as route knowledge, behaviour, driving skills, vehicle hygiene etc. Similarly, there are different customized short rating surveys across almost all industries. However, this point-to-point rating system on set parameters leaves a lot of valuable information to slip through. Technological advancements are now helping build CSAT measurement processes which go beyond simple score-keeping. It can be tricky to analyse all these parameters on each and every interaction that takes place between the customers and the agents. This is where Mihup’s Virtual Interaction Analyst is transforming the way customer service and customer experience evaluation activities are carried out.
Mihup offers AI-driven, voice analytics solutions for businesses to assess and enhance their CSAT by empowering the customer care representatives and Quality Managers with actionable insights that are generated through detailed analysis of 100% calls and text based conversations between the company and its customers. The Mihup interaction analytics platform is an omnichannel solution which can identify business topics and deliver precise insights based on actual customer interactions. The system facilitates visualization of the analysis data generated from all conversations with dashboards and reports. Thus, businesses are able to identify the “Voice of the Customer” through the inputs generated from calls, emails and chats allowing them to proactively make strategies and encash upon opportunities that are identified through the analysis. Mihup VIA can prove to be the most advanced, simple-to-use and effective tool for boosting your organization’s CSAT Score and market reputation.
