11 Ways Cxceed WILL Help Improve Your Business!
When we developed the early versions of Cxceed, it was to solve the customer service problems we had within our other businesses. We don't have those problems anymore.
When I look back at all the businesses I've been involved, all the problems I faced and the arguments I've had with staff members over the standard of customer care they delivered.
I'm certain my management life would have been a lot easier. I would have produced better results if I had had Cxceed to help.
I could have had many more hours of sleep, and I'm sure I would have fewer grey hairs! Hopefully, I can now keep what youth remains...
Anyway, as I was saying...
If there's one thing I've learned in my business life, it's that if you have a problem, someone else has it too.
When striving for high customer service levels, complaints can make you feel like your is a sinking boat. There are lots of little holes in the boat, some you can see, and others that you can't. Buckets at the ready you're running around trying to remove the water (complaints from poor customer experiences). You know that poor processes and sub-par staff responses are the holes causing the water to flow in but you can't identify where the holes are. You can use Cxceed to find and then fix the source of those poor customer experiences and make life a hell of a lot easier.
Here are 11 ways that Cxceed will help improve your customer service to make your business better.
Understand What Your Customers Think About You
To improve, you need to know the level you're currently at.
Responses to the benchmark surveys give a numeric score, telling you what customers actually think of your service. If you don't have a benchmark to compare yourself with, you'll never know if you're improving or not.
The benchmark score can be used as a company-wide target. Check it again in three months, if the score is higher then good job, cheer your team on and keep going! If it's lower, you need to find out why and try a new approach.
Get Priceless Feedback
If your customers aren't happy, then your business won't do well. You need to know if John, Jayne, James... has answered each call, email, webchat.... to the satisfaction of each customer.
How do you do this?
Well, you could take a long, complex route, or you could just ask them!
Cxceed sends out feedback requests to customers after your staff communicate with them, to find out how satisfied they are with that individual interaction.
These feedback forms can be fully customized and tailored to target any specific areas surrounding the communications - it's totally up to you!
Identify The Communications That Need Evaluating
Of course, customers don't always respond to our feedback requests. They only tend to respond to a conversation that they are either really happy with or really annoyed about. Yes, they tell you about the interactions that you need to know about!
Don't have time to listen to calls?
I don't blame you, I've been there done that! Listening to calls and trying to find the ones that are sub-par or awesome can feel like your looking for a needle in a haystack. Cxceed uses the feedback score obtained by customers and other criteria to identify conversations for evaluation.
Don't have time to listen to calls that your customers have either complained or complimented you about?
You better hope your competitors don't start using Cxceed!
Improve Employee Skills
When it comes to customer service, employee communications can enhance or destroy your relationship with customers. As we all know, it only takes one misplaced word to send the customer into the embracing arms of your competitors.
Cxceed's Call Center Quality Assurance system identifies what each employee needs to improve and encourages employees to learn from each other to help produce better results.
Increase Your CSAT Scores
Ah, the elusive CSAT score. We always want it to be higher, but we never seem to be able to achieve it.
Well, by being able to identify areas for improvement and give more effective training, you can!
Better trained employees can deliver better customer service; there's no denying that.
Better customer service equals high levels of customer satisfaction. It's all linked together!
Increase The Effectiveness Of Your Training
Cxceed allows you to easily mark a selection of the best and worst interactions your staff have with customers.
Not only can everyone learn from their own mistakes, but they can also learn from other peoples.
What can you do with these? Well, I found they're very useful when used for training both new and existing employees.
For example, initial training programs can involve having new starters to analyze and evaluate a variety of calls, emails, and live chat communications you've previously had. Not only will this help you understand their ability levels, but it's also an excellent training opportunity to prepare them for what to expect when on the 'front line.'
Sure, you could make up scenarios, but that's like buying a fake football shirt from a market on holiday. It's okay from a distance, but it's just not the same. Why turn your employees into the equivalent of Crustiano Renaldo, when they could be Cristiano Ronaldo?
I know who I'd rather have on my team!
Calibration To Achieve Consistency
Everyone is unique and has different opinions on what's right and wrong. This can be an issue when employees are dealing with customers. One might think they're doing the right thing; others will disagree.
This can be an issue when employees are dealing with customers. One might think they're doing the right thing, but there's a much better way of doing it.
Cxceed helps make sure everyone is on the same page.
Cxceed is set up so when employees evaluate communications, their score is easily compared to how others evaluated the same interaction. Differences in scoring are easily highlighted and discussed in calibration sessions.
When doing so, managers can openly discuss with employees the standards and values that are expected and what the company is aiming to achieve. Just another way that Cxceed helps improve employee performance!
Decrease Defensiveness To Feedback
Nothing demotivates employees more than the dreaded "Let's discuss how you're doing" only to be hit with a thousand things which need improving.
I don't know about you, but when my managers used to tell me what I was doing wrong, I didn't take it well. Who are they to tell me that I'm $#!^, do they know how hard I work?
However, when you allow employees to identify their own mistakes through Cxceed's evaluations, you'll be surprised how much more accepting they are.
When I've heard our employee's using it, there was a lot of Ahh's, and "Damn, I didn't even realize I did that!".
I would much rather hear that than muffled responses as heads look at the floor.
Motivate Your Team
By getting the whole team involved in the evaluation process, Cxceed creates understanding through the self-assessment process.
If you're part of the process, you're more likely to understand and trust the results, making you more accepting of feedback.
Allowing staff to evaluate their own interactions shows that you trust their judgment, and knowing a manager trusts you is a big motivator for any employee.
Reduce Staff Turnover
Happy employees rarely leave. Why is this a benefit to you? Surely I don't need to tell you that!
In short, the longer an employee stays, the better return on investment (ROI) you get from their associated costs, as well as the on-the-job experience they gain.
It's always better to know you're investing in the long term, rather than knowing you're going to have to recruit and train again in a few months.
Spend time and money, improving your business, not rehiring, and training.
Solid Customer Relationships
Of course, the better the customer experience you provide, the more loyal your customers will be. Fantastic!
I've also noticed that customers love to speak to the same person, especially long term ones. If employees are always leaving, then they can't build-up these relationships with your customers.
Relationship building is essential; customer's who deal with the same staff feel safer doing business as they trust them to get the job done to a standard they expect.
It's easier to retain customers than have to continually get new ones. Cxceed makes it easy to do both!
But Don't Take My Word For It, Start Today!
I could preach to you for hours on the wonders of Cxceed, but time is money, and money makes the world go round. So, why don't you try Cxceed for yourself?
If you don't feel like splashing the cash right now, we have a FREE (yes, free!) version of the FULL software. It has ALL the features of a paid version, just without API integration.
What does the API's do?
It automates and makes your life much easier by:
- Feedback requests automatically after each phone call
- Feedback requests at the bottom of each email
- Need to evaluate a call? Click on a link your phone rings, and you listen.
- Email Surveys to thousands, in a couple of clicks.
Feel like treating yourself with API integration to make life even simpler? Get your money out! If you're not happy within the first 30 days, you can have every penny back!
There's no harm in trying something out, risk-free!
So, what are you waiting for? As they say, actions speak louder than words!