A customer’s interactions with a brand drives their entire perception of a business, and as most businesses can attest, each and every customer experience can leave long lasting effects. So how can you get a sense of the customer experience you’re delivering? It starts by analyzing your metrics – especially those tied to your customer support efforts.
There’s no singular metric that reveals your overall performance, but there are a number of essential customer support metrics, or KPIs, businesses can utilize to assess where things stand. These include churn and retention rates, customer satisfaction surveys (CSAT), your Net Promoter Score (NPS), and Customer Effort Score (CES).
If after analyzing this data, your customer support metrics are languishing and you see room for improvement, the boost you need could be Solvvy‘s next-generation chatbot platform. Here’s why:
Accessibility and Responsiveness Improve the Customer Support Experience
Chatbots can enhance the overall customer support experience. For one, chatbots are available to customers 24 hours a day, seven days a week, 365 days a year. Unlike call centers, “regular business hours” don’t limit when customers can receive assistance. Questions and concerns don’t just pop up between 9 a.m. and 5 p.m. EST, so why make customers wait? Chatbots can respond to everyone, no matter what time zone they’re in or what continent they’re on. Language isn’t a barrier either, since next-gen chatbots can be programmed in any language to ensure your customer receives assistance in the language they prefer.
When customers receive assistance through a chatbot on their terms, not only do their experiences improve, so do your metrics. For instance, as the number of self-serviced resolutions increase, so do your quantifiable cost savings. Right away you can measure what it costs for an agent to resolve an issue versus the cost of a bot handling the interaction. This level of operational efficiency not only reduces handle and response times but also saves your business money. More instant solutions mean boosted ticket volume, generation, timing and efficiency metrics – all of which equate to better customer interactions.
Next-Gen Chatbots Empower Customers and Deliver Faster Resolutions
The volume of queries and topics a chatbot can handle is infinite. And when customers have the ability to handle issues on their own terms through a chatbot, the number of tickets that need a support agent’s attention is reduced. When support teams enjoy significantly lower ticket volumes, they can better service the customers they do interact with. It also translates to decreases in handle times, wait times, and the time it takes to resolve their query.
So how does this impact your KPIs? With a chatbot quickly resolving customer issues, your business can see an uptick in its number of resolutions and, therefore, resolution rate. When customers are able to solve their issue through a chatbot, that also translates into a boost in your first contact resolution rate. Solving an issue on the first try means fewer open tickets, lower backlog, and a low escalation percentage. An improvement in each of these metrics signals happier, more satisfied customers.
Customer satisfaction can also be measured through various customer satisfaction surveys and questions. An increase in the metrics above will likely lead to a jolt in your CSAT (reported by customers after they answer a customer service survey), NPS (a question that gauges a customer’s likelihood to suggest your company to someone else) and CES (indicating the ease of a customer’s experience and tied to loyalty). Better metrics lead to a tenured customer — one more likely to be loyal to your business long term. A great customer service experience will help you achieve both.
Chatbots Lead to Happier Agents, Which Means Happier Customers
Customer support agents play an enormous role in ensuring a positive customer experience. Unfortunately, agent burnout is very real. The call center industry has long had one of the highest turnover rates. On average, workers between 20-34 years old only work at a call center for a year, according to the U.S. Bureau of Labor Statistics. That’s far less than the 2.7 years dedicated to positions in other industries.
It doesn’t matter what business you are in. That kind of turnover is disruptive. Think about the time it takes to recruit, hire and onboard a new customer support agent. What’s that cost your business? Don’t forget to factor in the loss in productivity, reduced employee hours and inconsistencies in service. Agent turnover not only hurts your company’s bottom line but can also negatively impact its quality of service customers receive.
Next-gen chatbots can reduce agent burnout and churn in a few ways. The first is by reducing monotony. Chatbots can eliminate a customers’ need to contact customer service for issues they can actually handle themselves. With the help of an AI-powered chatbot, customers can reset their passwords and troubleshoot simple issues that typically inundate agents. Removing these monotonous tasks takes us to our next point: lightening agent workloads. By freeing agents up from resolving mundane tasks, they have more bandwidth to help customers with more challenging issues. Not only does this lead to more employee fulfillment, customers are more satisfied with the experiences they have with support agents.
When a customer has a question or a problem that needs to be solved, customer support becomes especially critical to the customer experience. For businesses to improve their customer experience metrics and better serve customers, a next-gen chatbot like Solvvy can deliver a domino effect of benefits.