Ad ID: 76521
Added: October 9, 2021
Website: Voice Logger
Customers call tech support hotlines every day trying to find solutions to the issues they encounter using products from personal electronics to appliances to software. The results of these calls are either the building blocks of customer loyalty or the start of the top of a customer relationship. How can your company ensure tech support are some things customers rave about instead of rant about?
voice logger is that the single most vital quality assurance tool you’ll use to be sure your tech support reps do the proper thing for every customer. Here are four ways voice logging can benefit a tech support department and a whole company.
1. Product Improvement
Tech support departments keep track of trends. The same complaint received over and over potentially indicates a big defect within the product. Call loggers allow calls to be tagged with certain words for straightforward retrieval afterward.
Software developers can pull the calls, review them for specifics and obtain to figure on an update. Quality assurance reps can pull a product, duplicate the conditions described by the purchasers and verify the malfunction. From there, work begins to fix the problem.
Not only can tech support calls reveal defects but they will determine functionality and improve features that customers feel are important. Calls are often flagged or tagged and retrieved at a later date as a part of the merchandise development process.
2. Information Sharing
Along those self-same lines, but applicable in other scenarios too, is that the concept of data sharing. Customers provide great information to tech support, not almost the merchandise intrinsically. Passing this feedback to varied departments are often somewhat inconvenient and if done via email or phone, something inevitably gets lost in translation.
How about emailing the recorded call file to Marketing, development or Legal? All the knowledge arrives within the exact form it had been provided by the customer.
3. Service Improvement
No two tech support agents are alike. Many have a superb to travel along side their strong technical skills. Others, though, struggle with their communication skills or perhaps have an accent that renders them hard to know on the phone.
The voice logger can record all agent calls in order that they are often reviewed later for formal quality insurance. Supervisors also can monitor calls in real-time and supply feedback to agents which will help them improve immediately. The combination of both functions can help supervisors create individualized training plans for every rep.