The customer support department is the clearing house for all customer concerns raised from multiple communication channels. Research has shown a positive correlation between customer satisfaction and customer loyalty as well as between customer loyalty and business profitability.
Customer satisfaction or dissatisfaction is the result of a confirmation, or lack thereof, of the expected service quality versus the perceived service quality. “The goal of customer care is to ensure that customers are satisfied with the process and the outcome of an interaction with the customer care center,” according to Woodruff and Cadotte (1983).
The customer care maturity model should be used as an internal management tool that supports the international customer care standards. Therefore, the maturity model must not only help in the assessment of customer care maturity, but also provide guidance for improvement.
This is how next4biz measures and optimizes your customer service for maturity.
Initial level: multichannel communication. Ticketing, manual management of issues, basic reporting. Lack of omnichannel and single customer view. No workflows and measurement. Manual process execution or no process at all.
Take a snapshot of current situationList problemsList requirementsGet numbers (issues, emails, etc.…)Fill out Maturity Assessment FormCalculate point for initial levelPrepare reportStart to execute roadmap
Planned level: omnichannel customer communication. Automated workflows, comprehensive reporting. Implementation with next4biz roadmap is done and next4biz is in production.
Take a snapshot of current situation (2 weeks after implementation of next4biz roadmap & going live)List problem resolutionsList requirement solutionsFill out Maturity Assessment FormCalculate point for planned levelDefine critical KPIs for measurement; start to measure (already defined in Maturity Assessment Form, but some will be more critical than others depending on the customer case)Prepare reportExecute action plan for the next 3 monthsGet feedback, revise action plan; dynamic action planning & execution
Measured Level, critical KPI’s are measured, optimization actions are defined.
Take a snapshot of current situation ( 3 months on live, enough data is collected for measurement & analysis.)Fill Maturity Assesment FormCalculate point for measured levelWorkshop: Take measurement results, discuss optimization actions with the customerDefine optimization actionsPrepare ReportExecute Action Plan for next 3 months.Get Feedback, revise Action Plan. Dynamic Action Planning & Execution.
Measured level: critical KPIs are measured; optimization actions are defined.
Take a snapshot of current situation (3 months live; enough data has been collected for measurement & analysis)Fill out Maturity Assessment FormCalculate point for measured levelWorkshop: take measurement results, discuss optimization actions with the customerPrepare report