Customer Experience Featured Article

Regular Evaluation Means Better Customer Service

May 21, 2014

Analytical technology will have a great effect on how customer service is delivered. That’s according to a blog post from Rex Dorricott, CEO of customer software company Exony, who says that evaluating your customer service more stringently is vital, especially in the age of outsourcing.

Dorricott references a number of new technologies that allows companies to be more analytical in how they communicate, not just with customers but also internally.

“Unified communications and IP telephony has provided a wide range of options for managing calls,” he writes, making special mention of IP routing services and UC management tools from Cisco (News - Alert), presumably the tools used by Exony itself. “Now, with latest call routing and analytics technology, enterprises can take this further and significantly improve customer experience.”

The main crux of the blog post was of course to put over Exony’s (News - Alert) own solution, VIM X, its flagship product. The tool is, in Exony’s own words, optimized for gathering, analyzing and presenting customer service data. “This provides both real-time and historical insight into customer service issues,” Dorricott adds.

Real-time analysis means that enterprises can address any issues that come up almost immediately while historical insight will provide a company with a means to check archives on customer service if an old issues ever comes back to haunt it.

“Analysis can reveal many things about your customers’ experiences and your employees’ performance,” says Dorricott, adding that businesses can keep tabs on things as simple as how quickly a call was answered.

The key, of course, is if the issue has been resolved adequately and quickly. VIM X offers these insights as well, discovering which employees go above and beyond the call for customers. Dorricott offers the example of calling outside traditional office hours to resolve issues.

The solution includes call routing for directing customer service issues to the best and most relevant staff member. “This ensures calls aren’t answered by random people and that customer service representatives have the expertise to help with enquiries,” he says, all with a view to prioritizing high value customers.

With VIM X a company can use the Customer Event Optimization to attribute a score to customer ranking their importance to a business. “The customer score can be set by the business according to what they want to prioritize,” explains Rex. “For example, a financial services provider may want to prioritize those customers that have high value transactions pending.”

Edited by Alisen Downey

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