Increase the Value of your Frontline with a Customer Service Evaluation.
Are you missing opportunities to impress your customers?
Whether your goals for customer service are about quick resolution rates, expertise, proactivity, or something else, our Customer Service Evaluations have you covered. Objective facts and customized metrics show your frontline staff how to add value in each and every customer interaction.
Could you benefit from an objective Customer Service Evaluation?
- 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. We develop as many scoring rules as needed to ensure accuracy while keeping simplicity in mind.
- Certified, Proven Quality
We use a statistically valid sample of your calls, emails, or chats. When your interactions score 85 or higher, we award you an independent certification stating that you offer superior customer service.
Wondering if Your Customer Service is Good Enough?
Forrester surveyed 5,000 consumers about customer service and found there is a lot of underwhelming customer service:
- 34% were frustrated because agents couldn’t answer their questions.
- 41% complained because they got different answers depending on the agent.
Or course your team might be better than the average but you won’t know unless you have us, an objective third-party evaluate your calls, emails, and chats. It’s actually vital to getting the most value from your frontline team.
Here’s why: Your tech support, order support, and other customer interfacing teams are key. They shape how your brand is perceived. But due to a host of cognitive biases, it’s nearly impossible for you to know how your team is doing in a detailed way. That’s where our impartial evaluations come in.
Even better, our Customer Service Evaluations examine aspects of communication that customers are unlikely to comment on but that impact their views of your company. For example, perhaps you have a self-serve solution center that you want your customers to try next time they have an issue. That could be one of your objectives. But customers don’t care about that, they might not even know your solution center exists. We can measure how well your associates describe your solution center and whether that description is persuasive and favorable.
Option: Add Mystery Shopping
Sometimes, we recommend augmenting a customer service evaluation with Mystery Shopping. While it’s often thought of as a method used by consumer companies, we use it for B2B companies too. It’s a qualitative technique so we use it sparingly but it can expand our analysis by helping us test and compare how you and your competitors handle specific situations. And our way of doing mystery shopping is particularly useful because we use criteria to score performance. So instead of the narrative summaries you’ll have actionable scores to track progress over time with the details you need to improve.
Option: Consider Customer Service Surveys
For the most complete view of your interactions, consider adding a Customer Service Survey to your Customer Service Evaluations. Surveys are a relatively inexpensive way to find out how customers perceive you and they can include valuable information like ticket numbers, products purchased, and associate names.
Want to see a Sample Report from our Customer Service Evaluation analysis? Fill out the contact form and we’ll be in touch! Read more about why Customer Service Evaluations matter here.