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Collecting Customer Service Feedback: Tools for CIOs, IT managers, and MSP Owners
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29-07-2024

فيديو شرح Collecting Customer Service Feedback: Tools for CIOs, IT managers, and MSP Owners ضمن كورس خدمة العملاء شرح قناة Don Crawley, Author of The Compassionate Geek، الفديو رقم 237 مجانى معتمد اونلاين

Remember to subscribe to this channel - https://www.youtube.com/user/doncrawley?sub_confirmation1
Links mentioned in the video:
https://www.surveymonkey.com/
https://www.typeform.com/
https://www.connectwise.com/
https://www.servicenow.com/products/itsm.html
https://www.solarwinds.com/service-desk
https://www.freshworks.com/freshservice/
https://www.hootsuite.com/
https://sproutsocial.com/
https://en.wikipedia.org/wiki/Net_promoter_score
https://www.medallia.com/net-promoter-score/
https://delighted.com/l/net-promoter-score-nps-software
https://www.techtarget.com/whatis/definition/customer-satisfaction-CSAT
Collecting customer service feedback is critical for CIOs, IT Managers, and MSP owners aiming to refine their services and ensure customer satisfaction. Gathering insights through various channels is crucial in identifying areas for improvement and enhancing overall service quality.
In this video, I’ll cover several commonly used tools for collecting feedback. You’ll find links in the description and in the associated blog post at CompassionateGeek.com/blog.
A common method for obtaining customer feedback is the use of surveys. You can leverage online survey tools like SurveyMonkey and Typeform to create tailored questionnaires. These surveys can cover aspects such as responsiveness, technical support quality, and overall customer experience, providing a comprehensive understanding of customer sentiment.
Integrating feedback mechanisms within IT service management platforms is another effective approach. ITSM tools like ConnectWise, ServiceNow, SolarWinds Service Desk, and Freshservice often come equipped with features for real-time feedback collection, enabling you to promptly address customer concerns and improve service delivery.
Social media monitoring is another valuable strategy for gauging customer sentiment. Tools like Hootsuite and Sprout Social allow you to track mentions, comments, and reviews across various social platforms. By staying engaged with customer conversations, you can identify emerging issues and respond proactively.
Implementing a Net Promoter Score (NPS) system is another recognized tool for measuring customer loyalty and satisfaction. Products like Medallia and Delighted enable you to assess customer sentiment through a simple scoring system based on the likelihood of recommending the service.
In addition to NPS, Customer Satisfaction or CSAT surveys are instrumental in gauging immediate satisfaction levels. CSAT-focused tools like Zendesk and Nicereply allow you to measure customer satisfaction after specific interactions, providing real-time feedback on the quality of individual service encounters.
A multifaceted approach to customer service feedback collection, including surveys, integrated feedback mechanisms, social media monitoring, NPS, and CSAT surveys, empowers you to continuously enhance your services. This comprehensive strategy builds long-term customer loyalty and will position your business or your department for sustained success.
If this was helpful, like this video and subscribe to this channel. Want more? CompassionateGeek.com has tips and training on IT customer service, teamwork, and leadership.
#customerservice #helpdesk #servicedesk
Learn the six steps in a successful tech support session: https://youtu.be/OiC4gUa3xak
Learn seven ways to improve your empathy: https://youtu.be/bkmmZmbbBVo
Here are four magical customer service phrases (What to say in nearly any situation): https://youtu.be/TqYT8A7ybNo
What is Compassionate Geek?
The Compassionate Geek is a book by author/speaker Don Crawley to teach people how to get along so they can work together, get things done, and take care of customers (and each other). (https://www.amazon.com/exec/obidos/ASIN/0983660735). It's also an online training course on customer service for IT professionals, including IT customer service training videos and more.
Learn more at: https://CompassionateGeek.com