From the course: Measuring the Value of Customer Service
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Operational improvements
From the course: Measuring the Value of Customer Service
Operational improvements
- Everyday customer service is picking up insight on your organization's operations. For example, a customer service can see how self-service systems can be improved. Where do customers bail out? Where do they need help? Customer service can pick up on mismatches between customer expectations in the organization's promises. And customer service can see first hand where they're opportunities to improve efficiency in internal systems or processes. Let's look at two examples of operational improvements. One for a retailer and one for a government agency and how they quantify these improvements. Shoppers with an online retailer were unhappy with the amount of time it took to receive products. The customer service team identified that 25% of the potential orders were canceled right after shoppers learned the estimated delivery date. To quantify the impact, the service director multiplied the number of abandoned carts by the…
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