Improving customer service with digital metrics
Exceptional customer service not only redefines a customer’s judgement of your company, but also provides you with a huge advantage over your competitors. Thanks to the rise of new technologies, improving your customer service has never been easier.
By examining UX analytics, you’ll have a clearer understanding of a customer’s online behaviour. In doing so, you’ll be able to interpret the data and make any necessary adjustments to the framework of your customer service.
Digital metrics - what is it?
A digital metric, otherwise known as a KPI (key performance indicator) – is a way of keeping an eye on conversion rates, website traffic, incremental sales, and so on. It’s a useful tool for marketers who can measure and track the performance of campaigns, to see how their marketing tactics are affecting sales.
The digital age we’re currently living in is always evolving. As a result, the online behaviour of your customers changes alongside it. By analysing digital metrics, we get a clear indication of the ways we can improve their online experience. For example, we can learn if customers prefer using a live chat feature or contacting a company over the phone.
How tech services can help improve customer service
Good customer service is highly sought after, get it right and it could lead to returning customers. Here are some great ways you can use technology to build upon your own customer service measures.
Customer service email
Having a customer service email address is fundamental for quality customer service. It not only gives you time to respond but also, you’ll be able to easily pass the query over to the appropriate department within your company. The customer can expect a faster response and it means they’ve avoided being left on hold – which no one enjoys.
Improved software
Internal software within your company can have a huge impact on managing customer relations. It helps bridge the gap between the customer and company – allowing staff to deal with queries and giving them the tools to resolve a customer’s problem efficiently.
However, most software is useless without excellent broadband. At Zen Internet, we can offer you and your company some of the quickest and most reliable broadband connection on the market. With a range of broadband packages including fast, superfast, and ultrafast– your Wi-Fi connection will be revitalised. Plus, when things get a little stressful, our award-winning support team is here to help. Whatever the issue, we’ll find a solution that’s right for you. For more information head over to our business broadband page.Live chat function
Real-time messaging is a brilliant way to keep customers happy. Providing quick, informative, and instantaneous responses, live chat offers something that emailing can’t: it humanises your company. The customer speaks directly to a person, which is reassuring – especially if they’re interested in an expensive product. Live chat also gives them the opportunity to ask questions and to develop a rapport.
Inevitably, customers will begin to use live chat more than email. Moreover, you’re also likely to see a decline in the volume of calls and avoid overwhelming the phone lines– which is especially useful if you’re short on staff.
FAQ content
In some instances, the customer won’t always need to directly contact your company to find the answer they’re looking for. By simply having a coherent FAQ section that answers all the right questions – you may lower the volume of calls you receive. With that in mind, you’ll have less customers on hold and might even generate greater customer satisfaction. The FAQ section can be a real help for customers, so it’s worth regularly reviewing the most common questions being asked, and ensuring they’re included in your list.
A/B Testing
Small changes to your website can drive big results. Changing the colour of a call to action button could increase the number of new leads by 2% but over time and with a number of these small changes it can deliver significant uplifts in revenue. A/B testing removes the guesswork from what works on your website. It shows half your audience one webpage and the other half a slightly different version so you can see which performs best for you.
For example, you can test a short introduction paragraph against a longer one to determine if visitors want information at the top of the page. This allows you to test and improve webpages and maximise the conversions they produce.
What next?
Already found some issues you’d like to resolve with your business’s broadband, connection or network? We’re here to help. Take a look at our helpful article around switching your digital services - or get in touch with a member of our team for free advice and a tailored approach to your business’s digital requirements. For more information about tech and business, you can find plenty of other useful resources at the ThoughtHub.
