Let’s chat; Klaus and the importance of quality assurance
So, you’ve dived into revamping your company's customer service (CS). You’ve added a chatbot to the website, opened your telephone line outside of working hours, and you might have even gotten more staff to lower the wait times. Great job! And yet, CS isn’t a one-off thing. You must constantly improve, as the customer's wants are also changing constantly. But how do you know? How can you find out what the customer is looking for? And how do you know what they don’t care about? Well, maintaining CS quality is all about these two things. You need to collect the appropriate data and how you need to act upon it. We’ve teamed up with our friends at Klaus to dive into the importance of CS quality and how data can help keep it up to par.