Over the past decade, few areas of a business have evolved more than the IT department. With technology seeping into all areas of a company, gone are the days of the IT team being confined to a server room. Now, IT professionals work closely with many functional areas because of their importance to operations.
As a customer service professional, you have all sorts of data at your fingertips. From hourly ticket totals to the number of chat sessions per day and everything in between, a good customer service system can provide you with the metrics needed to improve your service operation. But, how do you evaluate all available metrics to create a report that’s helpful for you AND highlights the key information upper management wants to see? Here’s our quick guide on how to build an awesome customer service report.
Mistakes can be dangerous to make in customer service. While they may not feel impactful on their own, over time mistakes can be the downfall of any business. When a customer’s contract comes up, it may be one or several customer services mistakes that results in them failing to renew and instead switching to a competitor. Obviously, that’s bad for your company growth plans. So, what are some common customer service mistakes and, more importantly, how can you avoid them?
Just like an old car, sometimes you need to move on to something that meets your current needs. The kids have left the house and that minivan just isn’t practical to drive around anymore. The same can be said about software solutions. A company can be totally satisfied with their customer support solution for years but, as they get more customers, they may outgrow their current software and its capabilities.