How to increase your NPS/Csat
Here are 3 things to consider to increase your NPS/CSat ratings:
1. Make your customer experience fast and sweet:
Concentrate on the things that make the biggest difference.
Get rid of poor multistep experiences: weak IVR, chat trees, triage, media switches, etc.
Stop making people wait when you KNOW they shouldn’t have to.
2. Keep your promises:
If you’ve offered to call back a customer within the next minute but you don’t do that, it’s worse than the initial situation where they were waiting for you to give them an agent.
Abolt-on call back solution is going to help you with this.
You need this capability deeply ingrained in all your systems if you want to keep your promises.
3. Focus your best agents on the most important interactions:
To do so, you need to decide:
– what needs to be done
– who the best agent for that job is
– if they are available
And you need to make this decision in 10 milliseconds.
For that, you need to build an algorithm and keep optimizing it.
To build a great customer experience that gets 4 & 5-star ratings, you need to:
– First, have the management focused on them, and
– Then, start thinking algorithmically instead of having isolated solutions.
That’s what @babelforce has helped B2C companies like Yellow Energy, Marley Spoon, vidaXL, and others do.
