Post by account_disabled on Feb 17, 2024 21:56:08 GMT -6
Information revealed by SuperOffice says that a chat agent responds to messages in just two minutes on average. One of the most reliable customer service KPIs is satisfaction precisely because it leverages the immediacy of this service. So you can take advantage of it to evaluate much more than the satisfaction related to the attention given by the agent who handled the case or advised the purchase; use chat to measure customer relationship satisfaction with your brand. You could receive responses that help you improve brand awareness or create products and services more tailored to the needs of your audience, taking advantage of the benefits of live chat.
3. Avoid assumptions All of these questions have an underlying problem that might go unnoticed by some respondents, but could seriously annoy others or distract them from their actual answers: How quickly was your Customer Phone Number List problem resolved? What would you change about this product/service? How does this product/service help you meet your goals? An assumption is hidden in all of them; In one it is assumed that the problem was solved, in another that the customer would change something about that product and in the last one that the product brings the respondent closer to their goals. It is understood that many times these are questions that simply seek the client to say what is on their mind, but if they do not have a clear answer, perhaps their feedback is not really useful.
He may respond just to get by, or he may give a coherent response but not express his thoughts. Another scenario is that you simply stop responding because you feel frustrated or manipulated. Modifying the way questions are asked could save you these types of problems: “Was your problem successfully resolved?” With this question you avoid the assumption and you will be able to add a simple selection answer with the options “Yes” and “No”, plus a field in which the client can make a response as extensive as they like. 4. Rely on a proven methodology It doesn't matter if you want to make your own survey in Google Forms or if you use tools that give you more customization options; But it is important that you rely on a proven methodology to successfully measure customer satisfaction.
3. Avoid assumptions All of these questions have an underlying problem that might go unnoticed by some respondents, but could seriously annoy others or distract them from their actual answers: How quickly was your Customer Phone Number List problem resolved? What would you change about this product/service? How does this product/service help you meet your goals? An assumption is hidden in all of them; In one it is assumed that the problem was solved, in another that the customer would change something about that product and in the last one that the product brings the respondent closer to their goals. It is understood that many times these are questions that simply seek the client to say what is on their mind, but if they do not have a clear answer, perhaps their feedback is not really useful.
He may respond just to get by, or he may give a coherent response but not express his thoughts. Another scenario is that you simply stop responding because you feel frustrated or manipulated. Modifying the way questions are asked could save you these types of problems: “Was your problem successfully resolved?” With this question you avoid the assumption and you will be able to add a simple selection answer with the options “Yes” and “No”, plus a field in which the client can make a response as extensive as they like. 4. Rely on a proven methodology It doesn't matter if you want to make your own survey in Google Forms or if you use tools that give you more customization options; But it is important that you rely on a proven methodology to successfully measure customer satisfaction.