In our last two posts we have talked about the Net Promoter Score (NPS), an incredible tool that you can implement in your company to know the perception, satisfaction and loyalty that your customers have towards your products, services and/or brand.
If you want to read the articles about NPS we invite you to click on the following links:
We want to tell you a little bit about us and refer to our own experience, that's why, in this post you can see how we put the Net Promoter Score into practice at ClickPanda (CP).
CUSTOMER SERVICE AND NPS AT CLICKPANDA
As you well know, we are in a market that is becoming more and more competitive every day; although we have several strategies to engage and retain customers, the service provided by your company is the best magnet you have in your hands to stand out from the competition.
When your customers feel that they have had an excellent experience, every time they have interacted with your brand, you will ensure that they will be loyal customers, therefore, they will recommend your products or services, come back and bring more customers.
Thus, for your company, offering excellent customer service has to be a never-stop exercise, it must become part of its daily routine... part of its DNA.
If you're lacking a little inspiration or ideas, we'll tell you what we do at ClickPanda to provide high quality customer service.
- Service channels:
The customer service channels of ClickPanda are WhatsApp business and Web Chat, our customers find the channels of attention in all our social networks and media, they only need a click to contact us and find the answer to their requirements.
- Hours of operation:
At ClickPanda our customers can find us available 7 days a week. Our business hours are: Monday to Friday from 8 am to 12 am, and Saturday and Sunday from 9 am to 6 pm.
We handle a wide schedule, where our customers can count on advisors who are attentive to their requests and who will respond as soon as possible.
- Net Promoter Score (NPS) implementation:
At ClickPanda, every time a client completes a session with one of our consultants, either by WhatsApp or Web Chat, they receive a survey. in which you should rate, on a scale of 0 to 10, the care we have given you.
In this way, we are continuously measuring our NPS indicator to improve our weaknesses and make use of our strengths.
In this table you can see how our customers have rated the service they have received from our consultants. ClickPanda.
In this example the NPS was 87 points, which means that we have had a good customer service, but we must review our process to implement strategies that will allow us to have a better customer service. NPS between 9 and 10 points, which is the goal that all companies should work towards.
As Óscar González, who is passionate about improving the member experience, says ClickPanda: "At CP we review our metrics every Tuesday and Thursday to see how we can improve and see what happens when there are service issues."
- Improvement strategies:
Based on our customers' answers in the survey NPS, we have implemented strategies to improve the service provided to our channels, we have created tutorials so that they can solve their concerns by means of examples and information they may have at hand.
We have come expanding our "Questions and Answers" section on our web site so that our customers can find the answer at any time, in case they have any doubts.
On the other hand, we have improved our Hosting quality, providing a product with excellent properties and effective.
Finally, we are constantly working on the training of our support agents. to provide an excellent service, with the utmost kindness and willingness to support.
At ClickPanda we know that there are companies that offer products and services similar to ours, also, that in the market there are many options available, which makes it difficult for customers to make the decision of which company they will acquire what they need; for this reason, At ClickPanda we know that what really makes us different is our high quality customer service.
Thus, in order to ClickPanda it is not enough to provide our customers with affordable prices and quality products; we also focus our efforts and work on providing our customers with an optimal customer experience; NPS is the tool that helps us to measure your satisfaction and, at the same time, to be better every day.
To conclude, it is our customers, to a large extent, who promote our services and products.They are the ones who help us to make our company grow. ClickPanda recommending us to your family and friends.
If you are interested in learning more about our services and products, we invite you to browse through our web page or get in touch with our advisors through WhatsApp o Web Chat.
We will be glad to meet you and serve you.
