Evaluating the quality of the relationship between an advisor and a customer is a constant preoccupation for companies keen to offer exceptional customer service, on a par with the quality of a product or the ease of use of its services.
Traditionally, this evaluation was carried out as an afterthought, often through general surveys that did not always reflect the real work of advisors. However, a new approach is emerging: real-time analysis of every interaction, enabling us to make better use of advisors’ skills and offer a more personalized customer experience.
When companies strive to understand their customers’ experience, they frequently come up against a major challenge: how can they accurately assess the quality of the interaction between an advisor and a customer? Traditional post-survey methods, which ask customers to rate their overall experience, don’t always consider the nuances of each interaction. These surveys can generate mediocre scores, even when the advisor has gone to considerable effort to deliver a human and qualitative experience. This can be particularly unfair, as advisors may find themselves managing complex situations without access to all the information they need to fully meet customer expectations.
Real-time analysis, such as that offered by Allo-Media’s PRX (Professional and Relational eXperience) indicator, represents an innovative solution to this challenge. Instead of waiting for customers to write down their experiences, this approach evaluates each interaction as it unfolds. The focus is on key aspects such as consideration, clarity and credibility, the relevance of which is measured in the light of each customer’s relational and professional expectations during the conversation.
Instead of waiting for customers to write down their experiences, this approach evaluates each interaction as it unfolds.
This approach has several advantages. Firstly, it values the work of advisors by recognizing their efforts to deliver a positive customer experience, even in difficult situations. What’s more, it provides rapid feedback on a trend, enabling teams to improve immediately. Finally, it offers companies an opportunity to further personalize the customer experience by adjusting ongoing interactions based on live feedback.
The impact of real-time analysis of the quality of the relationship experience between advisors and customers can be profound. Firstly, it identifies the high and low points of interactions and provides accurate feedback for continuous improvement by advisors. This reinforces their motivation to deliver quality customer service.
What’s more, it enables companies to personalize the customer experience. For example, if an advisor performs well in consideration, but suffers from clarity issues, the company can tailor training and resources to target this specific area, or put the advisor on a call queue more suited to the strong skills of their profile. This can contribute to a more positive customer experience and increased loyalty.
In conclusion, real-time analysis of the quality of the relational experience between advisors and customers represents a significant advance in companies’ quest to offer exceptional customer service. It enhances the value of advisors’ work, provides instant feedback, and enables greater personalization of the customer experience. This approach brings a new dimension to the assessment of interaction quality, highlighting the crucial role of advisors in creating a quality customer experience.
