8. Retention rate
Retention is a key part of growing a business; this is because the cost of acquiring new customers is high most of the time.
And as we have seen through the research cited here, a bad experience is philippines country code number one of the factors that most harms customer retention .
This indicator is very relevant because the better the service, and if possible personalized, the higher the retention . To obtain the result of this metric, just consider:
Total number of customers at the beginning of November: 4 thousand
Of these 8 thousand, 3 thousand were new customers.
In other words, the loss was 5 thousand.
Now that you know which metrics you need to analyze to increase the quality of your service, as well as customer satisfaction, see how to reduce waiting times.
Have a record of the history of services
Having to tell the same story several times to different agents is uncomfortable for most people. However, to avoid situations like this , record all interactions so that your entire team knows exactly the current situation of that lead.
Centralize information
This topic is connected to the previous one, but here we want to reinforce the idea of using a Digital PABX, that is, a multichannel platform that registers different users and departments in one place.
With Digisac you can do everything and more! Including call transfer in just a few seconds.
Your employees can leave comments within the conversation so that each attendant knows what stage of the purchasing journey the customer is at .