How YourCX tools support the work
of Customer Service Managers?
Research on key communication channels
Customer Experience surveys will help you identify problems and threats that may discourage your customers, and thus adversely affect your brand image. Thanks to our solutions, you will optimize the quality of CS and increase the competence of consultants in the most popular contact channels, including e-mail, phone or live chat. By optimizing customer service processes, you will reduce the costs of its maintenance.
Click here to learn more about how CX research can be used to optimize customer service experiences.
Advanced analytics of CS experiences
W Twoje ręce oddajemy wszechstronny panel administracyjny, z pomocą którego przeprowadzisz samodzielnie analizę doświadczeń pod kątem satysfakcji z kontaktu z Obsługą Klienta. Dzięki uzupełnieniu danych deklaratywnych o kontekst dotyczący indywidualnych rozmów (w tym np. identyfikator konsultanta, czas trwania rozmowy, temat rozmowy, identyfikator zamówienia lub sprawy, identyfikator Klienta i inne parametry) monitorować możesz wszystkie kanały bezpośredniego kontaktu.
Click to learn more about the capabilities of our analysis panel.
Support for incentive and training programs
You can use the data on customers’ experiences with contact with the Customer Service in the bonus system, rewarding the most effective consultants, as well as identifying topics and areas that require additional training and workshops. A well-prepared team of specialists will positively influence the brand image and willingness to recommend your services and products.
Check how to use the Customer’s voice to optimize consumer loyalty.
Optimization of loyalty and NPS
Customer loyalty is one of the key indicators influencing the company’s development. Properly designed Customer Experience surveys using a sharp measurement of loyalty in the form of Net Promoter Score (NPS) allow you to keep track of customer sentiments, learn about the causes of evaluations and make the right decisions aimed at improving loyalty. You will learn how relations with Customer Service affect consumer behavior in the future.
If you want to know more about Net Promoter Score, please visit this page.
Convenient reporting of results
The free flow of information on customer experiences is the basis for an effective customer-centric strategy. The implementation of larger research projects involves a number of departments and individuals who will not necessarily work directly on data analysis, waiting for observations, conclusions, and recommendations. Therefore, we propose a number of solutions to facilitate the flow of information and the process of reporting data.
You can find examples of data reporting solutions on this page.
Optimization of online help sections
YourCX system will let you obtain feedback to optimize content in the help sections. What information is missing? Was it easy to find the answer? Collected data can also be used to monitor future user behavior, including the frequency of contact with customer service. As our research shows, a help section that does not meet user needs increases customer demand for contact with the Customer Service Centre, which increases spending on its maintenance.
Click here to learn more about help section optimization.
Our Clients praise our professionalism and flexible approach in the implementation of CX research projects. Choose the service package that suits your needs and see for yourself!
Do you want to know more?
On our website, you will find a wide range of information on experience research and Customer Experience analytics. We also invite you to visit our blog, where you will find news from the world of CX research, news about YourCX platform, as well as articles on brand contact points that are worth exploring, and more information about path analytics and conversions.
How does the customer support the development of the company? To what extent do consumer experiences translate into financial success of the project? We present the benefits, areas, and context in Customer Experience research.
Due to the widespread use of the Net Promoter Score around the world, many myths and misunderstandings have arisen. Undoubtedly, the greatest benefits can only be achieved through thoughtful segmentation of data.
When conducting research on experience, one should not forget about the statistics and significance of data behind the analyses. 100? 300? 5000? When is a sample considered “reliable”? How to avoid statistical mistakes?