Evaluate Your Online Support

These days, not all customer service takes place in person, nor does it take place on the phone. Many companies now employ online customer support staff – staff that are there immediately to talk to any customer about any problems or questions they may have. This type of service represents a crucial part of your business.

It’s there to stop problems, improve satisfaction, loyalty, and even make further sales. But with so much importance, how are you evaluating whether or not they’re providing that high quality service? Are you simply reading transcripts on occasion, or are you doing something more?

Online customer support is one of the key tools that you use to maintain customer satisfaction, and if it’s failing then you’re putting yourself at risk for losing customers. But it’s also hard to evaluate simply by reading transcripts because tone in text is difficult to make out. How upset is something that types in all caps? How happy is someone that says “thanks for your help?” Often you’ll find that you’re misinterpreting the extent of their reaction to the service they received if you don’t have a way to evaluate it objectively.

That’s why leading companies do more than simply watch over their staff. Great companies also utilize online customer satisfaction surveys , ideally immediately after the service is over.

Imagine requiring a customer satisfaction survey at the end of every support “call”. The user will receive a survey or a link to the survey immediately after the online support is over, with an encouragement to share their experience with the support specialist. Adding that to the end of every online support chat provides: Immediate Information – You can find out exactly how the customer truly felt their experience was, both good and bad, to make sure that you’re learning as much as possible about the service call and what it meant to the customer.

Employee Productivity Analysis – You can use that information to track employees as well, finding out which employees are doing best, which are doing worse, which are improving, and more. Spotting Unknown Information – You may also spot a theme in scores of this satisfaction data and something related to service.

For example, perhaps you notice that all of the lowest customer satisfaction scores are about one particular product, possibly indicating that your employees do not know enough about that product to provide valuable service. With a product like SurveyMethods, you can also set up an email alert system that will notify you immediately if there are any negative responses that may require assistance in order to save the customer. You can also generate live updating reports that can be viewed as needed to find out how specific support staff are doing.

Your online customer support is often the most personal way that your customers interact with you, and the number once place for complaints to be resolved. It’s very important that you make sure that you’re giving the best support you possibly can, and the only way to know that you are is to utilize online customer support service that give your customers the opportunity to tell you how satisfied they are with what they received. If you want to learn more about online support research or customer satisfaction surveys, make sure you sign up for an account with SurveyMethods today.