Measuring the Intangible Benefits of a Customer Service Solution

When a company begins to look for a customer service solution, it’s often because there are major issues they need to solve. But oftentimes these “issues” are intangible: lack of efficiency, lack of effectiveness, need for deflection. After identifying the intangible challenges that an organization faces, the question becomes: how do you achieve them and how do you measure success?

Measuring Improved Efficiency

Improved efficiency means more productive support agents. With Kustomer, shortcut words enable an agent to type a complete sentence with a #hashtag, while quick keys allow an agent to use the keyboard as opposed to a mouse. With these tools, some agents can handle multiple chat screens and others are better able to process emails more quickly. The Kustomer timeline also surfaces all customer interactions on a single screen, preventing the need to bounce back and forth between different systems. All of these elements lead to a more efficient and productive workforce. Organizations that demonstrate improved efficiency realize intangible benefits through customer satisfaction metrics like faster resolution times and an increase in the number of conversations each agent handles.

Measuring Increased Effectiveness

Increased effectiveness means making it easier for agents to excel at their jobs. For instance, an agent that is able to handle conversations in their own language would be more effective than those who handle non-native conversations. Kustomer’s actionable context cards enable agents to perform an action, like issue a refund, directly from their screens, or route conversations to the most appropriate agent. Organizations that increase effectiveness realize benefits through customer satisfaction metrics like improved CSAT scores, faster resolution times and higher customer retention rates.

Achieving Conversation Deflection

Customer success agents that are able to deflect avoidable conversations eliminate noise, freeing up their time for higher level and more complex issues. A knowledge base can deflect simple questions like, “hours of operations”, “store location” or “refund policies”. Proactive outreach capabilities allow an agent to get in front of a problem before it occurs. An example might be a notification to all customers in a certain region that an impending snowstorm may delay a shipment. Not only is this beneficial for the customer, it also frees up agents to handle more high-value conversations. Organizations that deflect realize the intangible benefits through customer satisfaction metrics like lower number of tickets and a better customer effort score.

Find out what other characteristics you should be looking for in a customer service software solution in our buyer’s guide.

Download Buyers Guide