Agent Motivation

Why Data Can Make or Break Your Customer Service Team

It’s never been easier to know exactly what customers want. From surveys to social media, companies have a wealth of voice of the customer data packed with actionable insights ready to be put to use.

In an age where companies are increasingly competing on customer experience, it’s how brands act on that data that sets industry leaders apart from the rest.

So if you’re ready to serve your customers better than the competition, here are the top ways your company can leverage the power of your customer data to drive innovation, customer service team performance, and both employee and customer satisfaction and engagement. 

4 Ways Customers, Employees, and Companies Benefit from a Data-Driven Approach to Customer Service 

The right customer data can help your company:

#1: Set meaningful priorities across the entire organization

No matter your industry, your company is ultimately in one line of business, the business of serving customers and meeting their needs. As a result, when brands’ products, services, or policies fall short of customer expectations, both customer loyalty and company performance can suffer. 

Curious about whether your organization’s initiatives are meeting your customers’ expectations? By conducting and analyzing voice of the customer research, you can unlock insights directly from your customers about what’s working and what’s not. 

That’s exactly what Stella Connect client MeUndies does on an ongoing basis. The brand uses the high volume of customer feedback they receive to detect emerging trends, preferences, and interests in the moment.

Not only has the company been able to pinpoint when products, policies, and services aren’t meeting customer expectations, they’ve quickly made adjustments, resulting in lifts in satisfaction and brand loyalty. 

At the end of the day, companies are most successful when the entire organization is aligned to the same customer-focused KPIs, such as NPS®.

These metrics can help every team—from marketing and operations to engineering and senior leadership—see how their work impacts the customer journey and align their efforts in direct support of customer experiences.

Capture the Voice of the Customer metrics that matter for your business.

#2: Improve processes and performance

Companies that harness the power of real-time analytics to put customers first are more likely to see improvements in both customer service operational efficiencies and team performance.

According to McKinsey’s “Customer First” report, this kind of data-driven approach has helped organizations decrease their average handle time by up to 40% and increase their self-service usage rates by up to 20%, while also leading to gains in both customer satisfaction and employee engagement.

Real-time customer data and analytics can also help improve customer service training programs. When managers have the tools to provide coaching and guidance in the moment—directly based on real-life customer interactions, team performance has been found to jump by as much as 12%.

That’s incredibly powerful, especially when you consider that more than half of customers are likely to stop doing business with a brand after just one poor customer service experience, according to Stella Connect’s 2021 customer service stats.

#3: Keep customer service agents engaged

Democratizing access to both qualitative customer feedback and quantitative customer satisfaction metrics like CSAT, NPS, and CES (customer satisfaction, net promoter score, and customer effort score) is an effective strategy for keeping customer service team members informed and engaged.

Not only will these valuable insights help your agents self coach and self correct, sharing agent-level feedback and KPIs can help guide 1:1 meetings, coaching sessions, and performance reviews. At the same time, sharing employee shout-outs from customers via online reviews, surveys, and social media posts can help boost employee satisfaction. 

Stella Connect client Yext highlights this kind of positive feedback in the company’s Slack, internal emails, and all-hands meetings as a way to reward and recognize agents. Similarly, Stella Connect clients Brooklinen, Harry’s, and TechStyle all use customer service team leaderboards that display agent-level CSAT score and other KPIs as a way to encourage goal-setting and boost employee morale. 

When employees feel appreciated, supported, and engaged in these ways, they’re more likely to be productive, keep working for the company, and help strengthen customer retention. 

#4: Deliver better value to your to your customers

So, you’ve taken lessons one through three listed here to heart and you’re putting your customer data to work.

You’re using it to find opportunities to make updates, such as tweaking your company’s policies and procedures to address pressing customer concerns. You’re using real-time customer feedback to offer in-the-moment training to your team members, a much-needed update to how customer service training has been done in the past.

And, of course, you’re using positive customer satisfaction scores and customer praise to recognize your team’s dedication and valuable contributions.

Congratulations! Now, what’s next? Well, you’re already doing it. 

If you’re using your customer data to make these kinds of meaningful optimizations across the board—the kind that deliver positive customer outcomes and can help you increase CSAT, then you’re also using that data to deliver better value to your customers and, ultimately, serve up exceptional customer experiences.

How Top Brands Are Harnessing Data to Elevate the Customer Experience

From Mercedes-Benz to Williams-Sonoma, the world’s top customer service-focused brands are partnering with Stella Connect to collect and leverage real-time customer data to improve customer service performance and foster customer satisfaction and loyalty.

Request your demo today to see what we can do for your company.