Quality Monitoring Results in 12 Point Improvement in Customer Experience Performance

A Fortune 500 technology enterprise uses multiple channels to provide customer service. Feedback highlighted that their email channel provided an ineffective customer experience.
Customer responses were template-based and failed to provide either an empathetic tone or a knowledgeable response. Not only were customers dissatisfied with their experience, but the cost to serve was excessive because more than one channel was required to solve customer issues.
Northridge was engaged to provide quality monitoring on multiple channels in order to provide actionable recommendations to increase customer satisfaction and improve efficiencies.

Monitoring of multiple customer contact channels to provide business insights resulted in a 12 point improvement in customer experience performance:
- Specific, actionable recommendations were provided to improve the effectiveness of the email channel and to better align the customer experience of that channel with voice interactions.
- Updated templates provided a more personalized customer experience, mirroring the empathy and rapport customers experienced from the call centers.
- Insights from this monitoring also drove improvements in email content to ensure responses explicitly addressed customer issues, resulting in an increase of first contact resolutions.

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