Just because your brand got more followers on the Instagram page does not mean that you have unlocked your goals and provided them with high-quality services. This might mean that they are interested in your product or service but it does not tell you much about the customer service quality. They might love your post over social media but it does not give much information about the customer satisfaction level. The quality of customer services gives you an insight into how successful you have been in retaining your existing customers. Just like Mediacom customer service has managed to make its place in the hearts of its customers through real-time support and assistance, every brand that wants to increase and sustain its customer base must pay attention to its quality of customer service. The more you improvise your customer support, the greater the sales and revenues, your business can get. Having said that, here is a look at how to build an effective customer support service and how to measure it. So let’s get started:
How can you Define Customer Service Quality?
Providing customer support is one thing and ensuring that your department is doing the job right is another thing. It is important to ascertain that the quality and standards of the customer support department are up to the mark and meet the expectations of the clients. This is why measuring customer service quality matters.
Customer Experiences can be Unique
One factor to bring into account when it comes to assuring the quality and standards of customer support along with customer satisfaction is the fact that one person might consider your product to be great and just the right fit for his needs while another person might deem it average or even useless based on his expectations. So the point here is that customer expectations are unique and so are customer experiences. And that is the real challenge. Your customer support team must be trained and flexible to address, deal and manage the diverse customer base.
Customer Service Quality Rubric
A rubric refers to a list of criteria intended to assess customer service. If your rubric is effective, you will find multiple people reviewing it and coming with common scores.
Here is what you need to check to make a rubric effective:
- Was the voice and tone of the rubric good enough?
- Is the accuracy and knowledge as per the customer queries?
- Does the customer feel acknowledged and addressed?
- Is the writing style accurate?
- Are the tags and links to the knowledge base included?
Quality Assurance Reviews
Quality assurance can be carried out in many ways, at various levels. You can make use of different tools to share answers in bulk with the customer support team. Depending on your team size and available resources, you can either ask the team leaders to review the reports or hire quality assurance specialists to do it. The larger organizations usually hire a permanent QA person to do this job and determine that the quality standards are met properly.
Quality Assurance Tools
It is not necessary to use some complex tools to measure the quality of the customer support department. Rather something as basic as a spreadsheet can be extremely helpful. If you feel your data is too enormous to be dealt with in a spreadsheet, you can always make use of the various customer service quality assurance tools available in the market. To be sure that a certain quality assurance tool is suitable for your business, you can check if it provides the reviews you want if it is compatible with your help desk, and if it comes at an affordable cost? A good customer support tool should be able to offer you the type of conversations that might interest you.
Share Customer Feedbacks
It is important to share the customer service quality assurance feedbacks and reviews with the team so they are well aware of their strengths and flaws. It is better if the feedback is specific so it can be put to better use for the sake of improvement of services. Also, take any necessary action needed to assure better standards of customer support service.
You should always keep an eye on how your customer support team is performing since it has a direct impact on your brand image and customer satisfaction. This is why the aforementioned practices should be used to maintain the quality of the customer service and keep track.