Implementing a Feedback Management solution in a Customer Service department for a world-class automotive manufacturer, targeting key moments: information requests, complaints and assistance
Automated mechanism deployed in 23 countries with real-time performance monitoring (KPIs and verbatim), identifying improvement levers through tailored actions plans and creating an “Advisor Index”, facilitating performance-based incentives for Country Directors
ConsumerLive is a high-performance tool for driving customer satisfaction in Europe and implementing targeted training sessions for our teams.
The approach
The applied methodology is based on a SaaS technology platform offering a portfolio of bespoke services (Research, Consulting, Training, IT) and is adapted to the challenges of Customer Service in an international context.
IMPLEMENT THE MECHANISM
- Draft the questionnaires
- Choose the indicators
- Define the client contact process
- Automate the information flow
UNDERSTAND THE PAIN POINTS
- Make personalized reports available
- Identify customer pain points
- Investigate the root causes
- Build action plans together
COLLECT CUSTOMER FEEDBACK
- Measure live customer satisfaction after calls
- Pass on live results to managers
- Coordinate performance in 23 countries
- Win back unhappy customers
TRAIN THE TEAMS
- Validate the change management plan
- Revamp the processes and organization
- Support and reward the teams
- Track performance over time
Benefits
Develop customer culture
Provide managers with a solution enabling them to track customer satisfaction in real time and understand their expectations in order to launch tangible improvement actions
Professionalize the teams
Put forward solutions at a process level in order to streamline and simplify call handling (First Call Resolution) and at a employee level to develop interpersonal skills
Contacts
Stéphanie ZANZUCCHI
Account Director