Using Feedback to Supercharge Customer Service QA

Are you using quality assurance to improve your customer service?

As you exit the startup phase and start scaling your business, customer service interactions have the power to set you up for either success or failure. In a time where 40% of customers switch brands or services because a competitor offers better customer support, you can’t afford to overlook the quality of the customer service experience. Implementing quality assurance practices in your support environment will enable you to enhance the quality of customer interactions, ensure customer satisfaction, increase efficiency, and optimize performance.

The role of customer feedback in customer service QA

Quality assurance (QA) in customer service is the means to evaluate the characteristics that make customer service effective. A well-thought-out QA process will make your helpdesk stand out and give you an advantage in today’s hyper-competitive market.

For greater results, consider building customer feedback in your helpdesk QA efforts. Customer feedback, in the context of customer support, will provide you with insights into how your clients perceive their experience when interacting with your agents and will broaden your perspective on the elements that render customer support effective.

Implement a customer feedback process in your helpdesk with Surveypal

Support is a key touchpoint in the customer journey because a superior customer service experience positively affects retention, loyalty, and upselling. That’s the reason why you should be making it easy for customers to give feedback. The easiest way to implement a customer feedback process in your support environment is to use surveys. You can seamlessly integrate Surveypal into customer support software, such as Zendesk, and start collecting real-time customer feedback immediately. Choose the right instant to deploy customized surveys, and tap into what your customers really think.

The benefits of a customer support survey integration:

• Collect data on agent performance: Your agents are a living, breathing representation of your company. Collecting feedback on their perceived performance is key in any future efforts to improve the quality of your support.
• Get coaching and training insights: Track down what your customers think about the service they receive and figure out your support shortcomings. You can use customer feedback data as the foundation upon which to build staff training to enhance desired skills and behaviors.
• Process efficiency: Complex internal structures and workflows might hinder the efficiency of your customer support. Measuring how satisfied your customers are with how your resolve their issues will shed a light on internal process efficiency and indicate ways to simplify day-to-day tasks.
• Stay on top of customer service KPIs: Measure metrics such as the Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Effort Score (CES) to benchmark your performance against industry standards, determine the success of your customer service management, and measure the customer experience.

Boost your customer service QA with feedback

Incorporating the voice of the customer in your QA efforts will empower you to determine a more holistic approach to measuring the impact of your support. Feedback data can help you evaluate newly implemented quality processes against customer expectations and standards. When QA is delivering on its promise, then you should see customer satisfaction increasing and customer effort reducing.