For most companies, customer satisfaction (CSAT) scores are among the most closely monitored performance metrics. However, many don’t realize the critical role customer support plays in achieving CSAT levels that also boost product ratings or app rankings.
For high-growth companies, staffing customer support can be a significant challenge. Too few employees may increase hold times while too many may drive up costs. An effective strategy is to outsource customer support, so someone is available to support your customers 24/7.
Working with an outsourced support partner to infuse analytics and business intelligence (BI) capabilities into your customer support strategy can help you quickly identify and act on problem areas, providing customer experiences that lead to higher CSAT scores. This also can help improve customer experience, reduce costs and drive additional revenue.