In this section of the series, we will discuss the analysis you should be doing on an ongoing basis.
We have many questions about how to improve and grow Customer Engagement. I think the most important thing to consider is your customer's experience when engaging with your care teams. Knowing how to analyze, optimize and grow Care programs will be the key to your success. Given the complexity, I have created a 3 part blog to cover each of these topics.
In parts 2 & 3, we will cover the optimization to help you begin growing your Care programs.
Here are some questions we have received:
Analyzing your program.
Click here to download the Measuring & Improving Digital Customer Care Infographic for more details.
Whether you are 6 months into your program or 6 years, you should be following these 4 steps, Measure, Review, Evaluate & Implement. Then, repeat these steps as often as you need to, quarterly, at minimum, to ensure you are always staying in touch with your customer experience.
I cannot stress enough how important analysis and optimization are to the success of your Care program. Pick a cadence that fits with your business cycle; we recommend quarterly. One essential part of this is to have a dedicated person responsible for managing the Khoros Care platform's Administration.
You will need to choose someone who has a strong understanding of systems, reporting, and your program, whether it's Social, Messaging, Chat, or Community. Your dedicated Admin should be there during enablement to understand why and how you have your Khoros Care Platform set up.
After enablement, your admin should be part of your core team meetings with your CSM to keep on top of any new features and functionalities. You should also ensure you are taking advantage of all the free training and tools available.
Khoros offers professional services that can be purchased as one time offer or as part of your ongoing maintenance plan if you do not have the capacity to manage this on your own.
High level, this is what you need to be considering:
Questions to consider for each step:
One of the Khoros Dashboards I like to use is the Team View, you can view all teams or individual teams, but an overall view gives you a different perspective.
You can sort and filter on several different metrics. Take a look at each metric for each agent. Availability, total volumes, close rates, agent states, handle times, TAR, etc. Look at the averages and consider the outliers for each of these. We will talk about this data more in-depth in the Optimization section of the Part two blog Optimization & Growth.
Be sure to take all these things, Queues, Agents & Responses, into consideration when you are determining how best to optimize your program before you determine if you need to add staff or another channel. Tracking and reporting on each of these will be key to better understanding your program.
To wrap it all up, once you have your analysis complete, then it is time to move on to Optimization & Growth. Using some of the data you gathered above, you can begin to make a plan for your next best move!
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