The Pareto Principle (the 80/20 rule) applies to customer support – whether that means that 20% of customer issues drive 80% of your support tickets, or 20% of your issue resolution time drives 80% of your customer satisfaction rate.
Conducting feedback collection across multiple channels, in addition to the analytics provided by 8x8 Connect, allow you to identify which issues are creating the largest volume of customer support queries and what factors most heavily influence a positive customer experience.
With that information, your interactive voice response (IVR) trees can be built to route to automated voice messages for the most common customer issues, saving you time and money, and reducing call centre agent workload. Similarly, complex issues, or those requiring escalation, can immediately be directed to live agents to ensure faster issue resolution and higher customer satisfaction.
