As call centers become increasingly data-driven, adopting KPIs such as service level and abandonment rate have quickly become the norm for businesses trying to keep up with growing customer expectations. While these metrics are a step in the right direction, they fail to provide a complete view of the customer experience since they only measure specific parts of the interaction, not the experience as a whole.
Talkdesk Sentiment is a new feedback system that enhances the traditional customer service metric, CSAT, with an entirely new customer datapoint, Mood. Together, these two KPIs capture a full picture of customer happiness by collecting valuable feedback from both the customer and the agent after each interaction.
Immediately after a call ends, Talkdesk automatically sends the customer an SMS survey to collect a CSAT score. SMS is a user-friendly, low-friction channel that has been shown to provoke substantially higher response rates than traditional IVR surveys. While these metrics are a step in the right direction, they cannot capture the full picture behind what drives customer satisfaction and loyalty.
At the same time, the agent is prompted to assess the Mood of the customer they just helped by selecting from three different emoticons. In the event that the customer decides not to provide a CSAT score, the Mood provided by the agent still provides critical insights into the interaction.
Via dedicated reporting in Talkdesk, supervisors can see a comprehensive analysis of CSAT scores and moods. These two metrics can be correlated for a 360° view of the customer experience that reveals actionable insights in both agent-level and overall call center-level performance as well as specific training opportunities.
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