The key to retaining customers is keeping them satisfied. To do that, you must go beyond the metrics described in the SLA. It is easy to get too focused on response performance when starting service level management for customer service software. These results are easily quantified and manageable, so even the best of us fall into this trap. However, customers do not really care about the numbers. They want a help desk solution that addresses problems to their satisfaction, which is harder to get your arms around.
Implementing customer satisfaction surveys demonstrates that you value your customers’ business and provides you with the information you need to continue to meet their needs. These surveys do not replace, but supplement the empirical numbers of service level agreement compliance reports.
Another way to make sure customers are satisfied is to re-open a case if the customer is dissatisfied and monitor the number of re-opened cases.
This free white paper illustrates how you can retain customers by measuring their satisfaction with your customer service management software. It also describes the strengths and weaknesses of different types of customer satisfaction surveys, such as periodic and incident surveys, to make sure you really get the answers you are seeking.
See https://www.givainc.com/white-papers/index.htm to access white paper.