Our customers have been complaining that customer service agents are usually unable to find information and seem disorganized. How can I make a business case to management that we need to implement a customer service tracking system to help our customer service agents? How do I calculate hard ROI for this kind of purchase?
Companies need a single source of customer information that can be used by all customer-facing employees. This should be easily accessible and produce the information in the different formats needed by different users. The simplest case for investing in customer service tracking systems that can produce this information are built around increasing customer satisfaction, reducing the time it takes for agents to handle customer inquiries, and reducing the number of times the customer has to call back to get the information he or she requires. ROI is therefore based on reduced call-handling times (and thus fewer agents) and increased first call resolution rates (reducing callback-handling costs).
Related Q&A from Richard Snow
If you’re collecting customer data for analysis, learn about options such as data integration technology and third-party systems for collecting ...continue reading
Learn the basics of what social media analytics software is and how it and text analytics can benefit companies. Get a definition of and use case for...continue reading
Every piece of customer data you can collect is potentially important to your customer analytics program, according to customer data analytics expert...continue reading
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.