Customer Service: Real-Time Reporting and Metrics
Having on-the-fly reporting and metrics in order to address customer service developments is a necessity for many customer-facing companies.
Being able to resolve a serious customer complaint or listen to a helpful suggestion shouldn’t be a luxury. Bill Price of Driva Solutions and OpenView Senior Advisor believes that companies that have this capability can offer comprehensive and adaptive customer service. In this short video, Price discusses the value of an active backlog for customer queries, the importance of having an escalation pipeline that reaches supervisors in the event of a pressing customer matter and other real-time reporting.
Customer service data of this nature is often time-sensitive. Addressing these matters quickly is of the utmost importance. And without real-time practices in place, this would be a daunting task. For more on real-time customer service reporting and metrics, watch the video from OpenView Labs featuring Price.
The customer service agents on your team—whether you’ve got one or 1,000—are the frontline of your business. They impact your bottom line, attrition, NPS and more, and it’s time we enabled them to be exceptional in their customer interactions and careers.
Making customers succeed is a business-wide responsibility that requires contributions from each function.