Living in the “information age”, it feels like there’s a data point for everything. Not only are insights available for countless topics, but the way data is collected has become streamlined and more efficient. Instead of having a person clicking a counter at a store entrance to see how many people walk through the door each day, some companies now utilize sensors and video technology to acquire this information more accurately and reliably.
When the principles of data collection and analysis are applied to the B2B (business-to-business) world, in particular by using customer service software, similar efficiencies arise. Here are just a few ways customer service software reporting is leveraged by companies to improve the efficiency of their operations…
Review data frequently to identify agent strengths – Every single agent is unique and brings a dynamic skillset with them. Some agents work better on certain channels, be it phone or email, and others thrive working with specific industries such as software or medical. Always look at your data to see where agents are excelling and do your best to support them by placing them in optimal situations for their skills. People in general feel better about their work environment when they are successful, so assign agents different roles with a preferred channel or industry to improve their efficiency and morale.
Test new customer service methods (and record the results) – One excellent way to leverage customer service analytics is by testing and sticking with what works. Don’t hesitate to mix up your service offering in different ways through experimental tactics. For example, attempt to increase your live chat presence on your website for a month and see how it impacts your customer service statistics. Look at the results from that month and compare them to previous months to see if the change had a positive impact. Don’t work on hunches, work on data-driven decisions.
Want to understand specifically how live chat is used in the B2B industry? Click here to download our infographic comparing B2B and B2C live chat!
Determine exactly what products are problematic – Leading software solutions will let you track customer service inquiries at the product level. Evaluate this information regularly and determine what products are giving you headaches and discuss the results with your support team. If a fringe product is the source of many issues, it may not be worthwhile to keep it around as part of your long-term plans.
Learn more about your customers and how to prioritize their needs – In the same way each agent is unique, each customer is also different and has their own set of demands. Analyze their ticket history – do they reach out every time a minor issue pops up or only when it’s urgent – and craft a strategy for each relationship. For specific customers that don’t reach out often, you may want to have your success team check in monthly to help prevent issues from becoming critical. For customers who contact you too much, your leadership may need to set boundaries with them and clarify what is and isn’t worthy of a service request.
In short, the data acquired from customer service software reporting is beneficial to many areas of a business. It helps boost agent satisfaction, agent efficiency, customer satisfaction, and overall product knowledge. Even in an era with an abundance of information and data, some of the insights that can be acquired from customer service software are still unique. This information is highly beneficial to not only the service team but also other departments and executive leadership.