제품

SurveyMonkey는 모든 사용 사례와 요구를 다루도록 구축되었습니다. 제품을 둘러보고 SurveyMonkey로 어떤 효과를 누릴 수 있는지 알아보세요.

온라인 설문조사의 글로벌 리더로부터 데이터 기반 인사이트를 얻으세요.

100개 이상의 앱 및 플러그인과 연동하여 업무 효율성 향상

정보 수집과 결제를 위한 온라인 양식을 만들고 맞춤화하세요.

빌트인 AI을 통한 더 나은 설문조사 작성과 빠른 인사이트 발견

시장 조사에 필요한 모든 것을 갖춘 솔루션

기본서식

비즈니스에 대한 고객 만족도와 충성도를 측정

고객을 만족시켜 지지자로 만드는 것이 무엇인지 파악

실행 가능한 인사이트를 얻어 사용자 경험을 개선

잠재 고객, 참석자 등으로부터 연락처 정보를 수집

다음 이벤트를 위해 쉽게 RSVP를 받고 확인

다음 이벤트 개선을 위해 참석자가 무엇을 원하는지 파악

참여도를 높이고 더 나은 결과를 이끌어낼 인사이트를 발견

참석자들의 피드백을 받아 회의 운영 방법을 개선

동료 피드백을 통한 직원 성과 향상

더 나은 코스를 만들고 교수법을 개선

학생들이 코스 자료 및 프레젠테이션을 어떻게 평가하는지 파악

신제품 아이디어에 대한 고객의 생각을 파악

리소스

설문조사 및 설문조사 데이터 사용에 대한 모범 사례

설문조사, 비즈니스를 위한 팁 등에 관한 블로그

SurveyMonkey 이용에 대한 튜토리얼 및 사용법 가이드

일류 브랜드들이 SurveyMonkey로 성장을 견인하는 방법

5 ways to eliminate bad customer service

Think about your last engagement with customer service. How’d it go? Did the conversation influence your decision on whether to continue using the company’s services?

As you look at the impact customer service has at scale, you’ll find that it significantly influences companies’ bottom line results. For example, according to a study done by the Harvard Business Review, customers who give a perfect ten rating on a customer experience survey are likely to spend 140% more than a client who selects the lowest rating. Even moving up a single point in satisfaction increases the client’s average revenue with a business by over 25%.

Given the financial risks associated with a bad customer experience, here are five common issues that cause bad customer service, and what your organization can do to address them.

How would you characterize the colleagues who engage with your clients? Patient? Empathetic?

As customer support reps are constantly tasked in dealing with difficult personalities and situations, certain character traits will enable the rep to thrive while others may cause them to flounder.

Micah Solomon, a thought leader in the field of customer service, asserts that the top traits for customer support are empathy, conscientiousness, optimism, and the willingness to be a team player.

In the context of customer support, here’s how you can think about these traits:

  • Empathy: Putting yourself in the client’s shoes and sympathizing with them when appropriate.
  • Conscientiousness: Understanding which projects/issues should be prioritized, and your ability to complete them both thoroughly and on time.
  • Optimism: The ability to pick yourself up from a negative customer engagement and jump into the next conversation in good spirits.
  • Willingness to be a team player: Your willingness to offer advice and feedback to other reps that can lead to more formal training and mentorship opportunities later on.

So how do you make sure that your current staff displays these traits in their day-to-day work?

The short answer is to survey your customers and see how they view your customer service.

Even with an empathetic, optimistic and conscientious rep, the need to solve client’s problems efficiently is still a necessity. According to a study done by Nielsen-McKinsey, only 33% of consumers would recommend a brand that provides a quick but ineffective response.

To prevent your team from providing insufficient value and to empower them to stay on top of the constantly evolving needs and demands of your clients, aim to schedule consistent training sessions.

The training can cover any of the following items:

  • Introducing new product features and services
  • Refresher training for utilizing key aspects of your offerings
  • Addressing common issues/objections and discussing best practices in solving them
  • Building interpersonal skills, such as small-talk and active listening

Pro tip: Use customer feedback as guidance in choosing and prioritizing training topics. After all, the reps’ ability to improve in areas that matter most to clients are more likely to prevent bad customer service experiences and can increase the rep’s resolution rate by as much as 31%.

How are your customer service reps compensated? Is it by the volume of calls completed per day? The number of cases resolved per week?

Support reps are normally tied to a base salary, with a small percentage awarded as a bonus. Without taking performance into consideration, reps will ultimately struggle to find the motivation to go the extra mile for clients and may even begin to perform tasks at a level that’s considered bad customer service, but enough to keep their jobs.

Increasing the proportion of a rep’s compensation to their performance is the logical step, but first, aim to understand how your customers want to be treated through a one-off survey. Their responses will help in defining the specific variables that go into the rep’s bonus.

Here are some questions to consider asking:

  • How would you define ‘great’ customer support?
  • What are the criteria you’d measure as success from using our product(s)?
  • How quickly do you expect to receive answers?

Lastly, once changes to the support rep’s variable pay are made, make sure that the reps are fully on-board and aware of them. Complete transparency is crucial, as it pushes your customer support reps to pursue the most highly valued activities and prevents confusion regarding future compensation.

Let’s face it—not everyone wants to connect with a support rep. Some people just want to quickly figure things out themselves.

For these clients, it’s imperative that they’re able to access a resource or help page to get their questions answered.

Not to toot our own horn here, but we’re pretty proud of our revamped Help Center.

You’ll notice that we put methods to browse and search for the content you need on the very first page. We’ve found both of these elements to be invaluable for helping users get the answers they need efficiently and painlessly.

As a side benefit, your support reps will save time. An effective help center leads reps to receive 5% less calls from clients than before. This allows them to focus on more pressing client issues, proactively reach out, and participate in more training sessions.

If your support reps find themselves searching for workarounds, or plainly tell the client that there’s a shortcoming in the product, the support experience falters.

The support reps have limited influence when it comes to resolving product flaws. And yet, they’ll inevitably receive blame for providing bad customer service, disengaging the rep from their work and making the client’s experience worse.

Luckily, this issue can be addressed. The product team can survey support reps on a consistent cadence to align with recent product issues and prioritize areas for improving the product. By opening up clear lines of communication, the product team understands where to allocate their time and the customer support reps feel supported and valued in their role.

Bad customer service isn’t inevitable. By hiring the right reps, investing in the appropriate types of training, providing the right compensation, and ensuring that your product remains customer-centric, your organization will be in a position to delight customers.

Looking to dig deeper into customer satisfaction? Try SurveyMonkey CX and take your customer experience to the next level.

고객 만족도 설문조사 기본서식

SurveyMonkey 무료 고객 만족도 설문조사 기본서식으로 시간도 절약하고 효과적인 아이디어도 얻으세요. 지금 필요한 피드백을 받아보세요.

Box가 어떻게 고객 데이터로 팀의 역량을 강화하는지 알아보세요

Box가 SurveyMonkey를 사용하여 어떻게 고객 여정을 전체적으로 파악하며 한 곳에 피드백을 모으는지 알아보세요.

고객 성공 사례와 사용후기로 브랜드를 강화하세요

고객들로부터 직접 체험담과 사용후기를 포착하고 피드백을 사례 연구, 사용후기 및 평가 등으로 변환하여 영업 및 마케팅에 도움을 주세요.

CSAT로 고객 만족도를 측정하는 방법

고객 만족도를 측정할 수 있으면 성공으로 이어집니다. CSAT로 고객 만족도를 측정하는 방법을 알아보세요.