While I’ve written posts about customer service metrics and how to choose the right ones , I wanted to write a follow up post about what you actually do with the customer service data you collect. I came across a Software Advice’s video titled “How to Capitalize on Data Collected at Your Help Desk” which features insight from Zendesk’s JD Peterson. The video gives a great overview of how to effectively use your customer service data. Here are a few of my favorite points made:
- Customer Satisfaction is—without a doubt—the most important metric. The best part is that it can be measured relatively easily. All it takes is a quick 5 minute survey to gauge customer satisfaction.
- Start measuring the ratio of users between self-service channels against service channels. This data will give you insight into your customers’ behaviors and preferences. When comparing this data with your customer satisfaction data, you will also be able to determine which channels require the most attention.
- The best way to use your data is to share it. Share it with everyone, especially other departments. But data needs to be two-way street. Other departments benefit from customer service data just as customer service operations (everyone from call-center agents to senior level executives) benefit from other department’s data.
- Benchmark! Set benchmarks to track your performance. Also, it’s beneficial to benchmark against your competitors performance. This can be done through certain customer service software or by networking and sharing data with colleagues in your industry.
If you have a few minutes, watch this video. Also, if you have any tips for how to effectively use customer service data, please leave a comment below.
Rosetta Carrington Lue is the Chief Customer Service Officer and Senior Advisor to the City of Philadelphia’s Managing Director. Follow Rosetta on Twitter @Rosettalue or visit her blog at www.rosettacarringtonlue.com