Shape your coaching sessions around quantifiable metrics.
Share best practices amongst your agents
Your Customer Support Agents have a range of skills. Some will be really strong at quickly closing support tickets, others will have consistently high CSAT ratings. We help you identify your champions in each Customer Satisfaction Metric. This provides all your agents a benchmark for what a great interaction looks like.
Why wait for that illusive CSAT survey? We provide insights into what makes your customers happy.
Deliver consistently great service to your customers
For most Customer Service Leaders, the CSAT survey is the only indication they have of Customer Satisfaction. We provide a range of indicators of things that affect the happiness of your customers. Do you know how many questions your support agents ask? What is the average sentence length of an interaction? Inform your coaching sessions with real intelligence.
Improve your CSAT by setting KPIs
Coming soon. Set quantifiable targets for how your agents interact with your customers. By setting a maximum reading difficulty, or a limit on the number of questions, you can target your team to write in a more respondable style. You can even target your agents to resolve issues within a certain number of interactions, to reduce your customers' frustration.