Utilizing TeamSupport’s proprietary Buyer Misery Index (CDI TM) to foretell buyer dissatisfaction earlier than it escalates
TeamSupport’s customer support software program, Help, is the one buyer help ticketing system that helps help groups concentrate on their buyer at an organization stage. Constructed particularly for enterprise to enterprise (B2B) organizations, our buyer help software program empowers firms to concentrate on their buyer well being holistically – fairly than merely specializing in ticket administration: one ticket or buyer inquiry at a time.
By means of our proprietary buyer well being rating, the Buyer Misery Index (CDITM), help groups can proactively monitor buyer satisfaction for the enterprise as an entire, and take steps to resolve any potential points earlier than they escalate. In flip, enhancing buyer loyalty and lowering their buyer churn price.
The instrument, which takes a wide range of variables into consideration, can calculate when a buyer could also be getting pissed off. In contrast to most buyer well being scoring instruments the place the upper the rating is, the higher, the CDI could have a decrease rating when a buyer expertise is constructive (i.e. they don’t seem to be distressed).
The variables included within the calculation of TeamSupport’s CDI function embody:
• Whole tickets created in the course of the lifetime of the customer’s account: A excessive quantity right here may point out a buyer who has skilled frequent challenges with the enterprise’s product or providers.
• Tickets created within the final 30 days: This can be an early indicator of issues with a specific buyer.
• Tickets at present open: A excessive quantity right here may spotlight a buyer who’s pissed off resulting from an absence of observe up out of your help crew.
• Common time open: Lengthy open instances may signify buyer misery as a result of there’s a direct correlation between how lengthy a ticket has been open and buyer frustration ranges.
• Common time to shut: A prolonged common right here can point out frustration due to the dearth of timeliness in resolving points.
Moreover, our CDI Development Indicator permits buyer help groups to keep watch over upward or downward motion on their buyer’s satisfaction ranges. The Indicator reveals whether or not the CDI is trending larger (not an excellent factor) or transferring in the appropriate path (decrease), based mostly on the typical CDI from the previous 7 days for that buyer.
By means of this instrument, companies can achieve a extra complete understanding of buyer well being as a result of it takes the shopper’s complete relationship into consideration, fairly than merely checking satisfaction ranges for incidents via surveys. With the highly effective and sturdy Buyer Misery Index, companies can use the insights to foretell buyer dissatisfaction and make steps to enhance the scenario earlier than the shopper churns.
