How Services Can Improve With Systematic Insights
May 12, 2020
Posted By: Peter Butler
Systematic Insights® (SI) is all about providing insight into the customer experience. Whether your company offers a product or a service, a positive customer journey is crucial to your brand’s success.
That’s why our team is trained to dig into every component, including the interactions your users have with your support staff, your website, your marketing materials, your mobile app, and anywhere else your brand may have a presence. We provide you with the exact data you need to truly understand and improve the overall customer experience.
The 2019 Global State of Multichannel Customer Service Report shows that an ever-increasing number of users would rather resolve their own issues via the internet than contact a support representative for assistance. This means your company’s self-help resources are one of the most important first impressions you can make.
Customers need to be able to find what they’re looking for quickly and easily, and the content they reference needs to be written in a way they can understand and apply. In many cases, it may not be apparent to a company when there is a confusing step or an unclear set of instructions in their self-help, which can cause users to misinterpret the very text that was intended to help them. Thankfully, our team has the experience to proactively identify these problem areas and offer solutions.
In addition, we uncover and prioritize what self-help resources still need to be created, based on the insights we gain throughout the process. This allows us to bring actionable, digestible content to the users who would be most likely to contact your support teams, based on our analyses of the top support drivers. We’re here to help prepare your business for potential volume spikes and get ahead of them, allowing you to focus on improving services now, as opposed to triaging highly impactful issues later.
At Everise, we know the Systematic Insights® method works; in fact, we apply the SI process to drive behavior and process improvements on our own teams. Using data-driven coaching tools to identify areas of opportunity and recognize top performers, we’ve produced an unprecedented level of consistently high quality, and a new perspective on the standard metrics and data that are readily available in most contact centers. We want to help customize tools for your teams to do the same and stop CX problems them before they happen.
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