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How to create a successful onboarding process
Why onboarding is crucial for customer retention
How to measure the success of onboarding
Customer satisfaction and customer service quality are not the same things.
A smiley face in your post-service feedback survey does not mean you gave your customers great service. They might love the product and consider the service okay enough. Or they might be happy with the answer, not knowing that the answer was incomplete or out of date.
Many customer service teams rely on CSAT and NPS surveys to judge their performances. However, it is critical to understand the difference between the two to measure the quality of the service experience.
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Launching a successful QA process needs the right environment for the team and training on how to review effectively.
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Quality assurance can take many forms. The right choice will depend on your team size, conversation volume, and resources.
Four common options include:
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You cannot realistically review every customer interaction. Below are some suggestions, so use what works for you.
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Collect data from the following sources:
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A simple spreadsheet scorecard is better than not reviewing interactions at all. However, if a spreadsheet is no longer working because of higher volumes, larger teams, or a need for better reporting, consider one of the customer service quality assurance tools on the market.
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A rubric is a list of criteria that you can measure a customer service answer against.
A rubric might include these areas:
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Collect data from the following sources:
A rubric is a list of criteria that you can measure a customer service answer against.
A rubric might include these areas:
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