Case Management System Software: Key to Higher CSAT Scores

Customers define the brand and the product! Therefore, it is of core importance that customers remain satisfied with the products and services offered. Customer satisfaction is measured by CSAT score which is defined as a KPI upon which customers rate their experience with the company.

It is typically assessed through customer feedback, usually collected via surveys followed by an interaction with the agent. CSAT Scores could be managed through case management system software using different case management tools.

Defining Customer Satisfaction through Agents

The majority of the customer interactions happen with agents which in turn affects the Customer Satisfaction Scores & it becomes a defining parameter of agent performance. Hence, it remains crucial for a contact center agent to maintain a good score.

How to Calculate CSAT Score

There is no one way to calculate or measure the CSAT score. Typically it could either be done via survey questionnaires or through the rating scale. The levels of the rating scale could be customised as per the company’s guidelines and parameters.

Let us understand how the CSAT score is calculated mathematically.

Improve CSAT Scores by efficient Case Management System Software

Case management tools are the cornerstone of tending to customer queries and concerns. They help in streamlining the workflow, manage customer complaints and feedback and maintain a repository of types of complaints.

There are many case management database software that can be deployed to achieve these requirements. One such help desk ticketing software is NVDesk.

NV Desk is a cloud-based case management that seamlessly connects with your contact center. It helps enable workflow automation for agents by automatically creating cases for all new interactions, screen pop relevant details for each interaction, and more – without any additional CTI integration or connector required.

Benefits of Using Case Management System Software

Faster Call Resolution Times

⦿ Streamlined Processes: Ensure a proper workflow with NV Desk which is already integrated with the agent’s workspace. Key features include automatic new case creation, Screen Pop and click to dial for better agent efficiency.

⦿ Reduced Backlogs: Sort your backlogs with a cloud-based, unified CX solution that connects your contact center with powerful helpdesk ticketing software.

Personalised Customer Service

⦿ Detailed Case Histories: Case management system software enables access to detailed histories of customer interactions with the agents to help an agent understand the query better and provide the most satisfactory interaction, thus leading to a better customer experience.

⦿ Tailored Responses: Interpret customer interactions and curate a personalised and tailored response for an enriched customer experience.

Improved Communication

⦿ Omnichannel Support: Ensure your presence on multiple digital channels (Email, Chat, Social, IVR or VoiceBot), with NVDesk, thus enabling agents to reduce toggle time and reduced AHTs for better CX.

⦿ Real-Time Updates: Get real-time updates on a case status with advanced search capabilities such as search by Category, Group, Sub-Group, Date Range, Assigned To, Severity, Status & more for better clarity for agents.

Better Resource Allocation

⦿ Priority Handling: An efficient case management system software like NVDesk dwells on the ability to create, edit, and access categories and subcategories involved & prioritise cases from high-value customers. It also provides you with the ability to configure a calendar for work schedules and holidays & configure SLAs and SLA events. Thus preventing critical issues from being overlooked leading to an improvised CSAT Score.

⦿ Balanced Workloads: An efficient case management system software like NVDesk not only enables supervisors to categorise cases as mentioned above but also helps in assigning the cases based on common sub-groups & assigning tickets to specific users mapped to relevant sub-groups. This has in turn made agents exceed their performance as they can handle cases based on their expertise which ultimately leads to quality service.

Enhanced Problem-Solving Capabilities

⦿ Root Cause Analysis: Improvise your CSATs by enhanced tracking and analysis of recurring issues. This not only helps improve the customer experience but also gives an idea to the business on what not to do and the areas of improvement.

⦿ Access to Tools and Information: Relevance in data can help in better case resolution leading to better customer experiences & reduced agent burnout with manageable workloads.

Why NVDesk?

Ease case management with a cloud-based solution that integrates effortlessly with a contact center. Automate workflows for agents by generating cases for new interactions, displaying relevant details for each interaction, and more

Key Features of NV Desk

• Integrations with Cisco, Genesys, Avaya, Amazon Connect, Five9, DialPad and Zoom
• Pre-integrated with contact centers, thus proving to be cost-effective.
• Omni-Channel supports including emails, socials, IVR, Telephony
• Additional Features include a Screen pop for inbound cases, click-to-dial and Automatic new case creation.
• Multi-Lingual support – Reduce the language barriers and provide better and customised customer support through NV Desk.
• Upload Flexibility – Get additional documents required pertaining to specific cases by Uploading.
• Wallboard Functionality – Get an overview of cases [assigned, pending, resolved, unresolved, dormant, active & more] and align them with suitable resources.
• Historical Transactions – Learn about the customer’s interaction history and make informed resolutions.
• Case Escalation – Escalate cases to higher levels if satisfactory resolution is not provided without other cases being affected.

Wrapping Up!

With respect to the above-mentioned points, It can be concluded that customer satisfaction is a crucial factor in deciding a brand’s success, which could be measured through CSAT Scores or Customer Satisfaction scores [Measurable KPI involving customer ratings and feedback].

Being a very important factor in deciding performance and brand value the CSAT score graph needs to be going upwards. This poses a challenge of efficient case management which is in turn resolved through NV Desk, a cloud-based case management system software which integrates with the agent’s workspace without additional requirements of CTI connectors.

It helps streamline workflows, reducing backlogs, ensuring faster resolution times, automating the creation and handling of cases, and allowing agents to focus on delivering personalised, timely service and responding more effectively to customer needs.

NVDesk helps in prioritising high-value cases, balancing workloads, and offering enhanced problem-solving capabilities ultimately leading to improved customer satisfaction. The integration of these tools with contact centers optimises resource allocation making it an indispensable asset for businesses aiming to elevate their CSAT scores and overall customer experience.