Improving CSAT Scores with AI
Developed in 2003, CSAT measures customer satisfaction based on a 1 – 5 (very unsatisfied – very satisfied) scale. This metric shows how happy customers were with the overall support process. It also helps identify pain points to uncover areas of the process that could be improved. Any worthwhile customer support team will use CSAT, even if only as one factor, as a benchmark for customer satisfaction.
Your satisfaction rating is the average customer satisfaction rating given during a reporting period. It helps to give you an overall view of how well your support team is meeting your customers’ needs and is an easy metric to benchmark yourself with against your peers. Zendesk have done a great benchmark analysis available based on their thousands of customers, split into industries and company size for you to see how well you compare to the rest. Your satisfaction rating is hugely important to your business because if your customer isn’t happy, they won’t be coming back and they won’t be telling their friends about all the great things you do.
But an average across all your tickets very often hides important information. Cx MOMENTS can show customer satisfaction in much more detail, for instance drilling down to see customer satisfaction by the reason to contact your support. Now we can see that the bulk of customers are satisfied, but customers contacting us about high priced upgrades, who make up a small but important group, are not.
We now have a specific insight into what might be causing a decrease in customer satisfaction and we can fix it at its root cause. A big strength of customer satisfaction score lies in its implicitly: it’s an easy way to close the loop on customer interaction and determine whether or not it was effective in producing customer happiness. If for some reason the experience wasn’t satisfactory, it is easy to pinpoint that moment and take actions to remedy the experience. With the extra tier of data you receive from Cx MOMENTS this allows you to spot specific customer issues or pain points which can easily be resolved to quickly improve your customer’s experience.
Not only that, but you can track customer satisfaction across the customer lifecycle very simply using customer satisfaction scores. Since its such a quick survey you can ask it across multiple experiences during the customers’ journey and get a big picture overview of how your customer feels at each touchpoint during the process. This makes it easier to find potential bottlenecks that could arise in your customer experience allowing you to work on these.
With Cx MOMENTS, we use AI to analyse your customer support tickets and provide you with a detailed and highly accurate view of why your customers are calling your support. We automatically tag all of the tickets in your Helpdesk based on the customers’ reason to contact providing you with detailed analysis, for the first time of what issues your customers are coming in contact with.
This data gives a new depth and insight to the one dimensional metric of customer satisfaction scores. Before, customer satisfaction scores could only provide a general overview of how your support was performing and very often important information can hide underneath broad metrics like this.
Our AI analytics provides you with a breakdown of customer satisfaction based on the customer issue being discussed. You may have a high overall satisfaction score and be struggling to find areas to improve, but with an AI plugin in your Helpdesk, you can now see which specific customer issues may be causing lower satisfaction scores than others. This information is invaluable to improving your support and moving the coveted CSAT ever closer to the mystic 100. Issues with low satisfaction scores can be investigated further to find the underlying root cause by looking into the correlations between issues, products, agents or partners there may be.
Customer issues related to shipping by being seen to have a lower CSAT score compared to other issues your team deals with. With one of our online retail customers, we were able to find some interesting insights when looking further into the data using Cx MOMENTS. We were able to see that users who mentioned shipping issues also mentioned UPS at a disproportionate level. The support team was able to bring up this issue with management and the logistics team with detailed data from thousands of tickets related to this issue. Management was then able to follow up with the shipping partner and remedy the situation.
Customer satisfaction scores can also be broken down by agent and issue. This means that you can see which agents may be struggling to answer specific customer issues. Certain agents may struggle when dealing with more technical customer issues related to the product. With Cx MOMENTS you can quickly spot these patterns in lower CSAT scores for specific issues and either move this agent from the agent group dealing with these issues or create personalised training for your agent to quickly bring them back up to speed.
The possibilities are endless once you have the data to see what issues are causing lower than average customer satisfaction scores. With this information, you can make improvements in your support processes, bring all agents up to speed and escalate recurring issues to other departments for a permanent fix. Cx MOMENTS helps you to uncover these hidden issues beneath the broad metric of CSAT helping you to provide even better customer support.