Top 5 Customer Support Practices That Guarantee Increased CSAT Scores

 

What is CSAT ?

Customer satisfaction is the key to keep any business running. Improving customer service and customer satisfaction should be made a priority as it not only retains customers but also increases profitability for the business itself. CSAT is one way of measuring satisfaction rates in consumers. In simple words CSAT is a measuring tool used by businesses to measure a product’s customer satisfaction rates. Using CSAT helps businesses in understanding different Ways to improve customer satisfaction and boost loyalty. 

How to improve customer satisfaction in 2021?

Below are 5 Customer Service Tips to improve customer satisfaction -

Provide omnichannel support 

One of the best ways to increase satisfaction is by being available for your customers on multiple platforms they use. Integrating an omnichannel support service helps businesses bring conversations happening on different platforms all on one platform. It helps businesses streamline their conversations and helps them seamlessly engage customers. This helps companies to reach out to customers even better as it is the customer’s preferred channel. And this leads to a unified brand experience which also brings in a positive brand image. Apart from streamlining it omnichannel also helps in increasing first call resolution rates of customer service agents.

Facilitate 24/7 chatbot assistance

Customers prefer round the clock assistance. When customer care is limited to office hours it might lead to less tickets being raised. This means that customers have to wait till the office hours to seek assistance and a lot of them might opt out of it or have a negative brand impression due to lack of all time customer care service. Having a help desk management system 24/7 can be very expensive and time consuming. But a one-stop solution to this problem is having a chatbot facility through which customers can seek product assistance at any time. Apart from 24/7 assistance Chatbots like Kapture chat also collect customer information that can be later used to structure marketing strategies.

Assess customer satisfaction rates regularly

Did you know that according to a report by McKinsey about 70% of the purchases are based on how the customer feels they are being treated? Assessing customer satisfaction rates regularly is considered as one of the best CSAT practices. This helps them identify any loopholes in their marketing strategies. Measuring satisfaction rates provides businesses valuable insights that helps them understand their overall business performance. It tells businesses how and where exactly they have to be improving. This helps businesses rectify faulty strategies and helps them increase their profitability in the long run while keeping their customers happy and satisfied.

Take customer complaints and  negative reviews seriously

Did you know that according to Hostingtribunal about 89% of consumers don’t take action until they read customer reviews?. Negative reviews and complaints are a form of communication. It showcases errors or loopholes in the services being provided. Analyzing such negative reviews is very important for businesses. Analyzing and understanding negative customer feedback helps brands bridge the gap between them and their customers. This also showcases respect that the brand has for their customers. Customers feel valued when their reviews or feedback are taken seriously and this ultimately leads to an increase in satisfaction levels.

Provide self-service facilities for customers 

Help customers help themselves. Most of the time customers prefer solving issues on their own. Facilitating a self-service portal will not only help customers solve problems on their own but also reduce help desk agent time.  Self service support is an efficient  alternative to increase customer care support. will also help businesses build more independent and smart customers. Since Self-service systems are round the clock facilities they will help customers to educate themselves at any given time. Apart from being used as quick assistance tools Kapture’s self-serve tool can also be used as data collecting tools that collect data related to  customer needs.

To know more about how businesses can improve their CSAT scores by using best customer relationship management tools click here for a demo.

Important Ticket Metrics To Track To Boost CSAT Ratings

Do you know, if a customer is not satisfied, 13% of them will tell 15 or even more people that they are unhappy? (Source: Esteban Kolsky). And the importance of measuring customer satisfaction lies in the fact that 72% of customers will share a positive experience with 6 or more people (Source: Esteban Kolsky). Therefore this post comes as a complete guide to customer satisfaction.

What Is Customer Satisfaction Rating (CSAT)?

It is a rating that is given by measuring customer’s satisfaction with an organization. It is measured by asking questions about the customer's experience, which is rated on a scale of 1-3, 1-5, or 1-10. A CSAT rating can be increased by a number of methods one of them is by implementing important ticket metrics.

Let Us Discuss the Essential Customer Service KPI Metrics:

Keep Track Of The Ticket Volume

The number/volume of incoming tickets should be kept track of to get an idea of how many tickets can be solved by your team in a day/week/month. To measure the smooth functioning of the tickets let us walk through the following point.

Number of Tickets solved:

• Customer service teams set off some daily targets for the agents to manage the barriers and start their journey toward goal fulfilment and to ensure the good working of the system. 

• Comparing the target tickets to the solved tickets are used to measure the performance of agents and team as a whole. 

• This comparison helps in increasing efficiency of agents, teams and the organizations.

Response Time Metrics

When it comes to customer satisfaction then a quick reply or response to the customers plays an important role. Response time metrics are used to measure customer satisfaction using their different parameters. The response time is affected by network bandwidth, a number of users, number and type of requests submitted, and average think time.

Let Us Discuss these parameters one by one:

First-response time (FRT):

• FRT is the number of total minutes passed from the moment the ticket is created to the moment an agent makes the first reply to the customer.   

FRT= Number of minutes elapsed between the time a customer creates a request and the time a customer service rep responds to the customer.

• For enhancing the CSAT rating, FRT should be as low as possible.

Average response time:

• It is the average number of minutes taken by all responses to the customer while solving a support request. 

Average response time = Total time taken to respond divided by the number of responses in the selected time period.

• For enhancing the CSAT rating, average response time should be as low as possible.

Resolution Time

• Resolution time is an important key performance indicator (KPI) for CSAT rating. It is the amount of time that it takes for an agent to resolve a customer's request. 

• It mentions the amount of time an employee spends in waiting and getting his request resolved. 

• For enhancing the CSAT rating, resolution time should be as low as possible.

Ticket Reopened Vs Solved

• Ticket reopening is another metric to measure the CSAT rating. 

• Ticket reopening refers to the number of times a ticket is reopened because it could not be solved at the first instance. 

• This indicates that the agents were not capable of completely solving customer’s issues. 

• It gives the team manager the authority to frequently monitor ticket reopening ratio.

• For enhancing the CSAT rating, ticket reopening should be as low as possible.

While making ticket reopen reports the following points could be included.

• Total number of reopens

• The average number of reopens

• The % of tickets with reopens

Unsolved Ticket Metrics

• It is also known as a ticket backlog that represents the total number of unsolved tickets.

• It provides insight into the number of incoming tickets and the number of tickets which are not solved. 

• For enhancing the CSAT rating, unsolved ticket metrics should be as low as possible.

Above mentioned are the top customer service metrics that actually matter. Overall it can be said that the longer it takes to solve a customer’s issue, it is more likely that the customer will not be satisfied with the services. Therefore it is necessary to look into these metrics and boost customer satisfaction. 

Closing Remarks

In a business customer satisfaction is the key to success. If your customer is happy with the services you are providing and wish to continue with your business then you are on the right track. This right path can be measured using some help desk metrics to solve tickets generated by customers. Avail a CRM software like  Kapture CRM to help resolve your tickets and boost CSAT ratings.