Customer service feedback is important to any business. It helps build the company and improves customer loyalty – both of which will help keep the client invested in your services. The foundation of a successful business relies on its customers. Simply coasting through without hearing feedback from them will most likely lead to misfortunes financially. Any business that suffers in that regard probably won’t be around for too long.
For nearly all companies, their front-line source to collect customer service feedback is through their contact centres. Agents are the first to connect with customers and listen to what they have to say.
While agent-customer interaction is important, the best way to further connect and get quality customer service feedback is through the Voice of the Customer or VoC. Voice of the Customer is an in-depth process of capturing customer’s expectations, preferences, likes, and aversions. VoC is a research technique that produces a detailed set of customer wants and needs, organised into a hierarchical structure, and then prioritised in terms of relative importance and satisfaction with current alternatives.
Having a VoC product allows businesses to better understand their customers and therefore make more informed decisions that align with the needs of their customers. Gathering information through VoC surveys centered around Customer Satisfaction (CSAT), Customer Effort Score (CES) and Net Promoter Score (NPS) can help a business gain knowledge of what exactly the customer wants.
VoC is more than discovering if your company is providing the best in customer experience, it’s also a powerful tool as a revenue generator as well. The base of your business is your customers and getting their VoC feedback gives you insight on what your customers value the most. Beyond that, understanding how to improve upon those customer experiences can help in structuring your Go-To-Market, upsell, and cross-sell strategies.
A robust VoC process requires a robust and comprehensive contact centre solution. In CentrePal Teams Contact Centre, you can create post call surveys to measure Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). Contact us today and learn more!