Great customer service showcases your unique brand and is effortless for your customers. To get there, you’ll need a customer service evaluation approach that uncovers details. Unfortunately, most approaches skim the surface, failing to show what, when, or how to improve.
Drop us a line, and we’ll explain how our approach to customer service evaluation detects the subtle, yet significant, conversations cues that drive customer loyalty.
- Get Customized Standards: We develop customized Service Standards for your company, to accurately score the quality of your calls, chats, and emails. To arrive at the best standards, we may mystery shop your competitors.
- Demonstrate Proven Quality: We audit a random sample of interactions at a statistically reliable level. When your interactions score 91 or higher, you get an independent certification from us stating that you offer the highest level of customer service.
- Get Metrics & See Your Opportunities: Your Findings Report includes customer experience metrics like Customer Effort, Interaction Branding, and Quality of Customer Interaction™ Scores—supported by excerpts from actual customer interactions.
- Take Action: Because our measurement is precise, we’re able to show you exactly how to improve the customer experience.
If you’re a smaller company, or you’re not sure you need a full customer service evaluation, consider mystery shopping. Our unique, persona-based approach gives you actionable qualitative insight into how your front-line associates perform, and how they can improve.
To learn more about our approach customer service evaluations, get a free MetricsLAB™.
What we call customer service evaluation, you might call: customer service testing, customer service analysis, customer service QA testing, customer service quality assurance, call center monitoring, or contact center monitoring.