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How to Improve Contact Center Customer Satisfaction

How to Improve Contact Center Customer Satisfaction

Your contact center experience is key in raising your overall customer satisfaction. Here are three ways to improve both.

Contact center customer satisfaction. As a concept, it sounds simple. But, how can you truly measure it to deliver consistent customer service and improve your contact center experience?  

Although customer satisfaction (CSAT), NPS scores, surveys, and other forms of feedback provide useful insight into how contact centers are performing, they’re not enough to keep your satisfaction rates going. 

According to the recent CCW Digital Market Study, reducing customer effort is the primary focus for contact centers for the next five years – followed by achieving consistent support and service across all touchpoints. 

Many companies, as part of their digital transformation, strive to deliver seamless omnichannel experiences with efficiency and productivity, which isn’t time-consuming – yet keeps the commitment to serve intact. And you should too. 

Here are three foolproof ways you can increase customer satisfaction survey scores: 

1. Communicate on your customers’ preferred channels

Today’s customer wants efficient, frictionless service on the channels they are comfortable with.

We previously highlighted the importance for contact centers to capitalize on popular automated conversational channels such as SMSRCSFacebook Messenger, Viber, and WhatsApp – to be where their customers are.  

The functionalities of these channels are a competitive advantage when used through a cloud-based contact center platform, such as Conversations

Using a combination of these channels through a single platform can: 

  • Save your customer service agents time 
  • Increase the overall productivity of your contact center 
  • Cut contact center expenses 
  • Enhance support speed 
  • Improve overall contact center customer satisfaction

Adapting an omnichannel approach to customer communication also helps your agents switch from one channel to another without losing conversation context or history. 

After all, no one likes to repeat information – whether it’s to a customer service agent or a chatbot.  

When your contact center provides customers with more channels (especially ones they already use) to accommodate their personalized needs, inquiries are resolved more efficiently – increasing your contact center customer satisfaction exponentially. 

2. Enable chatbot to live agent transfers

Only 5% of organizations believe they are successfully using AI for customer interactions, which means the overwhelming majority are not making the most of solutions such as chatbots, smart IVRs, and intelligent routing platforms.  

This means they are losing out on the opportunity to create convenient experiences, reduce customer and agent effort, and boost the value of interactions. However, you don’t have to be in that majority.  

To provide personalized service, it’s important to have the ability to route customers to agents with specific skills that are best suited to assist their individual needs.  

Using chatbots to better understand and respond to customer needs and behaviors, and to route complex problems to live agents, helps drive customer satisfaction and business performance. 

Chatbots that are integrated with automated call distribution (ACD), for example, enable contact center leaders to extract critical information from customer interactions that can be used to: 

  • optimize forecasting and scheduling,  
  • improve routing,  
  • transfer inquiries from a chatbot to an agent, and  
  • measure contact center customer satisfaction  

Chatbot software is designed to optimize workforce efficiency in customer service. When used in an omnichannel contact center, it ensures complex queries are being transferred and efficiently resolved by agents.  

Ultimately, adding chatbots to your business reduces customer wait times and improves first contact resolution – increasing your contact center customer satisfaction rates. 

3. Collect feedback over the world’s most popular messaging apps

Omnichannel capabilities and chat technology help your contact center respond immediately, free up agents to focus on resolving complex queries, and help transfer those complex customer inquiries and tickets to the most suitable agent. 

They also serve as a powerful customer feedback tool.  

Example of collecting customer feedback with a WhatsApp chatbot

When you have a contact center solution with natively integrated messaging apps, such as Facebook Messenger, Viber, and WhatsApp, you can: 

  • better understand customer intent, 
  • enrich the feedback experience with different forms of rich media, 
  • deliver a conversational customer experience across the entire customer journey, 
  • improve operational efficiency and productivity, and 
  • measure that improvement of efficiency to quantify results 

Messaging and chat apps can serve as a forum to measure contact center customer satisfaction, NPS scores, and other consumer surveys and feedback methods.  

By measuring it on the aggregation of consumer data, messaging and chat apps can benchmark your contact center capabilities to help you know exactly how your customers are reacting to your services.  

Improve your contact center customer satisfaction

Omnichannel communication, adoption of chatbots, and leveraging the reach of chat apps are the three essentials that will help you improve your contact center customer satisfaction. It’s time to go beyond regular surveys and use all your cloud contact center capabilities to deliver better customer support. 

Improve your contact center customer satisfaction