How well do you score compared to the best customer services? How good is your service compared to Amazon, Coolblue or bol.com?
We want to measure how well your company handles customer requests as they get in contact with a specific purpose. This could be a sales or support question, a complaint or to provide additional information.
In this study we evaluate this specific situation or use case for a specific channel or communication type, e.g. a phone call or an email.
Customer journeys are a chain of processes to get a job done. The better the processes can interact with each other the better the job is done. Processes are chained together via interactions between customers and company channels
The better this works, the happier the customer will be and the faster and better the process.
If this is clear, let's go!
It means that the quality can be different (and it usually is) when a customer requests assistance via the phone than via email. E.g. the customer wants to have additional information about the status of an order. The answer may vary when they inquire via email versus via phone.
Select only one of these options. Only select both 'Agent assisted' and 'Agentless' if your answers are the same for both channel types!