- To retain customers, improve NPS and protect revenue "Customer churn is a huge problem for many businesses.
- If your research shows objectives regarding reducing customer churn or improving customer satisfaction, then this is something that Evaluagent’s product can have a huge impact on.
- CSRs will often be the only human being from the company that the customer interacts with. If reps aren’t understanding the needs of the potential customer, are positioning retention tactics incorrectly then churn in commodity markets (ie: telecoms) will skyrocket
- If customers looking for support cannot resolve their issues and feel like they have received a poor experience, then at best they will not buy more, at worst they will leave and cease to be customers.
- It is essential that as a business has a way to assess the performance of their reps through an effective QA process. This will allow them to help their team members improve performance in appropriate areas, with this performance improvement ultimately meaning that the customer receives a better outcome.
- This means happier customers, higher NPS and higher customer retention."
Company Objectives