Could your frontline associates be missing opportunities to impress your customers? Find out with an objective customer service evaluation.
You may wonder if having a third-party evaluate your customer service calls, emails, and chats is actually necessary? While we understand the skepticism, the answer is yes!
Here’s why: Your tech support, order support, and other frontline teams shape how your customers perceive your brand. But because of a host of cognitive biases, it’s impossible to objectively evaluate your frontline team’s performance.
Without objective facts, you don’t know whether your customer service team is impeding your goals. These could be goals for resolution rate, sales, branding, providing proactive solutions or something else.
With our customer service evaluations, you’ll have objective, nuanced facts that are actionable and ensure you reach your goals.
Plus, our metrics, reports, and dashboards are supported by excerpts from your team’s actual customer interactions—making it easy to see where you have gaps and what next steps to take.
Interested? Get a demo so you can learn more. You’ll see examples of scoring rules, Findings Reports, and statistically-valid tracking studies.
- Business Score
Know how well your customer service is meeting your business objectives for answering questions thoroughly, referencing your website, controlling call escalation, and more.
- Brand Compliance Score
Know how well your service measures against your own brand promise.
- Actionable Examples
Find out where you need better standards and see examples to share with your team. We even offer customer service training with model answers to expedite your customer service optimization.
- Scoring Rules
We build customized scoring systems to capture the nuances of your different types of interactions. For example, tech support is scored differently than a prospect call or an account management call. We develop as many scoring rules as needed to ensure accuracy while keeping simplicity in mind.
- Certified, Proven Quality
Based on a statistically valid sample of your calls, emails, or chats, we show how you measure up. When your interactions score 85 or higher, we award you with an independent certification stating that you offer superior customer service.
A typical Interaction Metrics customer service evaluation identifies at least 19 specific ways to improve! Want to see an example of our Customer Service Evaluation Reports? Learn more!
Customer Service Evaluations
Paula Skartland, Customer Experience Manager, Safeco Insurance, a Liberty Mutual Company
Option: Augment with Mystery Shopping
Sometimes, we recommend augmenting a customer service evaluation with Mystery Shopping.
Perhaps you think of Mystery Shopping as a method only for consumer companies, but we use it for B2B companies too. It’s a qualitative technique so we use mystery shop sparingly but when we do it expands our analysis. With it, we’re able to test specific scenarios and get insight into how you stack up against competitor and comparable companies.
Unlike the large mystery shopping companies, our research analysts use specific criteria to score performance. So instead of the narrative summaries you’ll have actionable scores to track progress over time with the specific detail you need to improve.
Leah Wilson, Executive Director, The State Bar of California
Wondering if Your Customer Service is Good Enough?
Forrester surveyed 5,000 consumers about customer service. 34% complained agents didn’t know answers to their questions; 41% complained about different agents giving different answers. That’s a lot of underwhelming customer service.
Ready to find out whether Mystery Shopping can benefit you? Want to see a Sample Report from our service evaluation analysis? Learn more!