How To Track Customer Support Employees?

Businesses don’t just rely on customers; they thrive on customers. A single interaction can make or break the brand image for many years. Hence, a comprehensive customer support strategy is a no-brainer for businesses of all sizes. Customer support employees are the voice of your brand.

Monitoring their activities, such as interactions with customers, is important for keeping your customers happy. A data-driven approach to tracking employee activity is provided by employee monitoring software like Wolfeye, which increases employee productivity and improves customer satisfaction.

This article discusses how Wolfeye is a reliable monitoring software for tracking customer support staff.

What is Wolfeye?

Wolfeye is a potential tool designed for monitoring multiple computer screens from a single device.

One benefit of using Wolfeye as a tracking tool is its remote functionality. Employees can monitor the behavior of their employees even from a different location.

Businesses are not the only ones who use Wolfeye; parents use it to keep an eye on their children and teachers use it to monitor their online classes and exams with students.

Live screen viewing, screen recording, time tracking, file access, and unauthorized access detection are a few of Wolfeye’s key features. 

How Can Wolfeye Monitor Customer Support Employees?

Wolfeye is well-known for its real-time monitoring feature, data collection, and making detailed reports based on collected data. It is a perfect tool to monitor the following activities in a customer support department:

Tracking Employee Activity

During work hours, Wolfeye can keep an eye on employees’ interactions with customers and other team members. It can also track the data flow on their screen, their online activities, professional chats and email interactions, and idle time.

Companies can find potential obstacles that affect the workflow.

The main server of Wolfeye can be linked to surveillance systems, such as CCTV cameras installed in the office, which can be used to keep an eye on their onsite activity.

Email and Chat Tracking

In customer service, emails and chats are the primary source of communication with the customers. Wolfeye can be used to track official emails and customer interactions through chats.

A pixel embedded in the email, in the header or footer, records the email activity and creates virtual graphs on the main monitoring server. Similarly, supervisors can monitor online chats with customers using the real-time screen monitoring feature of Wolfeye to ensure quality service.

Average Problem Resolution Time

Average problem resolution time is a customer service metric. The time tracking feature of Wolfeye can detect how much time a customer support employee takes to resolve a customer’s problem.

Employers need to make sure that employees are not spending too much time on one query. They can also keep track of the average response time to customers via email or chat. The data can be used to reduce the problem resolution time, increasing customer satisfaction.

Queries Solved Per Day

Wolfeye can detect the number of average queries resolved by each employee in a day. In some companies, agents are given a daily volume of requests they have to complete.

Employers can measure the efficiency of each individual based on these metrics and can increase or decrease their ticket resolution quota based on their performance.

Customer Satisfaction Score

According to the 2021 Hiver’s report, 41% of customer support teams said that customer satisfaction report is their most important performance indicator. It is a measure of the quality of customer services provided by support agents.

Customer ratings are testimonials of customer support, product/service, and overall business. Knowing the relationship between these ratings and agent performance will help in giving the best support experience to customers in the future.  

Performance Metrics Dashboard

Wolfeye monitors employee activity and creates useful data insights. This data is then converted into reports. It covers customer ratings, problem resolution times, employee performance tracking, and reviews of products or services.

The analytical report can be used to identify areas of improvement in the system.

Importance of Tracking Customer Support Employees

Customer service employee monitoring impacts brand image and customer satisfaction, making a business stand out in the consumer market.

Brand Image

Brands are putting customer service as their priority to accelerate growth. Positive customer experiences result in devoted clients who buy products and services again and refer them to others as well.

An estimated 70% of American consumers make purchases based on recommendations and positive customer reviews. It is not an exaggeration to say that the substantial growth potential of a business is reliant on exceptional customer service.

Customer Retention

A crucial marketing metric is the rate of customer retention. The retention rate is a measure of clients who repeatedly pay for the same service or product. Poor customer retention results in low revenue for businesses.

Providing outstanding customer service is the best way to retain customers. This covers every step of the process, from the first communication to the final product delivery.

Informed Decision Making

Data reports created by Wolfeye provide information about the preferences and customer needs. Data shows you what your best selling products and services are.

Which products and services are not liked by the consumer base, what other options are they looking for from your brand, and the problems they are facing in customer service?

Planning future products and creating efficient customer service teams are both possible with the help of all data and its analysis.

Market Competition

Providing exceptional customer service differentiates you from your competition by fostering an atmosphere where clients feel happy and comfortable.

Happy customers become your marketing representatives as they pass on their recommendations to their communities and social circles.

Managing Remote Teams

Many customer support teams moved to online setups in response to the rise in remote work incidents that followed the COVID-19 pandemic. It is even more crucial to keep an eye on customer support employees when they work remotely.

Tracking their daily activities, work quality, and compliance with the protocols is essential to delivering top-notch customer service.

The Future of Customer Support Tracking – AI Integration

A study found that social media monitoring, voice integration, speech analytics, chatbots, and self-service portals are the four main AI integration components in customer service that can revolutionize customer support strategies.

Integrating AI in monitoring tools like Wolfeye will enable businesses to effectively respond to the needs of customers, enhancing customer satisfaction and connection to the brand.

Sources

Articles.

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